Link to 2/1/2009 Library Journal article, "Let's Fix Virtual Reference".
Based on the observations of the students in my UW-Madison SLIS Reference and Information Services class, some fixin' is in order.
1. Long waits
2. Long periods of silence/no word contact
3. Not understanding/unfamiliarity with topic
4. Too-quick referrals (related to 3)
5. Ending the interview prematurely
6. Helping more than one person simulataneously.