Policy, staffing and technology for telephone reference services. -- E-mail reference in public libraries. -- The University of Michigan's Internet Public Library. -- Archivists and remote users in the digital age. -- Success and failure with commercial AskA programs. -- The history of Q and A NJ, New Jersey's virtual reference service. -- Multilingual chat reference systems. -- The ongoing debate over the value of digital reference. -- The case for nonintrusive reference.