id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-15797	Westbrook, Lynn	Virtual Reference Training: The Second Generation	2006	11	.pdf	application/pdf	6596	263	38	Librarians may expect, for ex- ample, online patrons to prize speed quite highly when, in fact, they might be more patient than in-person patrons simply because they are using a communication mode they find convenient and socially comfortable.39 In particularly complex information tasks, the flow of search- ing may be stymied and the reference interview becomes a means to break the bo leneck, or detailed records of multiple information searches40 may be proliferat- ing in the background as multitasking continues during the contact. Quality The hyper-evolution of digital com- munication leaves little opportunity for development of a shared, socially rooted understanding of a “high-quality” Lynn Westbrook is an Assistant Professor in the School of Information at the University of Texas at Austin; e-mail: lynnwest@ischool.utexas.edu. 249 mailto:lynnwest@ischool.utexas.edu 250 College & Research Libraries	cache/crl-15797.pdf	txt/crl-15797.txt