A presentation by Stephen Francoeur (Baruch College) for the Suffolk Cooperative Library System (NY) on 23 November 2009. The slides from the presentation are available at SlideShare.
Stephen Francoeur is an information services librarian at Baruch College. He serves on the QuestionPoint 24/7 Reference Advisory Board and administers the group subscription of six CUNY colleges to the QuestionPoint service. He has written about virtual reference services for print and online publications, particularly at his blog, Digital Reference.