So you have decided to "go virtual"-to offer a chat reference service at your library.

As you design and deliver your new real-time online reference service, here are some key steps for the process.

• Articulate your goals and objectives for the service.
• Assemble a planning and implementation team.
• Gather information on what other libraries are doing and how it is working.
• Decide on your service model. Will you "go it alone," form a consortium, or join an existing consortium?
• Estimate the costs—short term and long term, direct and hidden.
• Determine the funding sources available.
• Select a software vendor.
• Plan for staffing and the day-to-day administration of the service.
• Develop policies and procedures.
• Create a marketing plan.
• Determine the criteria and methods you will use to evaluate the service.
• Implement the service—just do it!