TY  - BOOK
AU  - Kern, M. Kathleen
TI  - Virtual reference best practices : tailoring services  to your library
SN  - 9780838909751
AV  - Z 711.45 K47 2009 
PY  - 2008///
CY  - Chicago : 
PB  - American Library Association, 
KW  - Electronic reference services (Libraries)
ER  -