1. Virtually Yours The highlights and lowlights of Wesleyan University's experience providing live chat reference in a consortium of small academic libraries _ Kendall Hobbs Reference/Instruction Librarian Wesleyan University Diane Klare Science Reference Librarian Wesleyan University

2. Why the Grant? Extend reference in time and space Measure cost, use, and success of online reference Collaboration: Wesleyan, Connecticut College, Smith, Wellesley, Vassar 1.5 FTE librarians + hardware/software

13. What We Learned We don’t like it, but patrons do Traffic mirrors in-person (time of day, week, semester) Most questions involve local issues Prominence on web site vs. Publicity Slow and expensive

14. Problems Technical –Browsers –“Pushing” and “Escorting” –Firewalls Procedures/Staff –Juggling at Ref Desk –“Who’s Calling?”

15. Should I Try This At Home? Cost –Money (hardware, software, ‘wetware’) –Time (training, staffing) Outsource? Collaboration? Cell Phones?