Introduction. The foundations of digital reference / R. David Lankes -- Why reference is about to change forever (but not completely) / Joseph Janes -- Transforming reference staffing for the digital library / Susan Lessick -- Definitions of personal assistance in the new millennium : philosophical explorations of virtual reference service / Lorna Peterson -- Evolution or entropy? : The changing reference culture and the future of reference librarians / Myoung C. Wilson -- Collaborative Digital Reference Service : update on LC initiative / Diane Kresh and Linda Arret -- Digital reference quality criteria / Blythe Allison Bennett, Abby Kasowitz and R. David Lankes -- Managing growth for AskA services / Pauline Lynch -- Designing a virtual reference desk : intellectual property considerations / Brett Butler -- Simple and sophisticated methods for processing large volumes of question and answer information through the World Wide Web / Lynn Bry -- Digital reference service at the Georgia Institute of Technology / Bruce Henson -- Evaluating the "ask a question" service at the University of California, Irvine / Judy Horn and Kathryn Kjaer -- National Museum of American Art Reference Desk : a usage analysis of a digital reference service / Laura Sowers and Marilyn Domas White -- Moving reference to the Web / Susan McGlamery and Steve Coffman -- The University of North Texas Libraries' Online Reference Help Desk / Monika Antonelli and Martha Tarlton -- Click on the Wizard for help : using help desk software for real-time reference / Saundra Lipton -- Conclusion. An agenda for digital reference / R. David Lankes -- Appendix. Digital reference resources / compiled by Joann M. Wasik.