Best practices in Virtual Reference

Fresh from the ALA Midwinter conference featuring WorldCat local panel presentations are two innovative approaches to improving reference service for our users: building a better search engine using the knowledge of reference librarians (David Lankes, Information Institute of Syracuse) and building a multilingual, multinational reference service (Paul S. Ulrich, Berlin Central and Regional Library), followed by a Q & A session.
These videos are well worth watching and considering within the light of your own reference service.