This article documents and highlights the evolution of collaborative, web-based chat reference service at a large metropolitan public library from 2000 to 2010.
Nemer, Ronna C.
"The Only Constant Is Change: A Narrative on Ten Years of Collaborative Chat Reference Service at San Jose Public Library,"
Collaborative Librarianship: Vol. 2
, Article 3.
Available at: http://digitalcommons.du.edu/collaborativelibrarianship/vol2/iss3/3