“…The benefits of collaborative online library reference services is an area of considerable debate (Berube, 2004; Borbinha, Kunse, Spinazze, Miutschke, Lieder, Mabe, et al, 2005; Chowdhury, 2002b; Jane & McMillan, 2003; Lankes et al, 2004; Lankes et al, 2003). The OCLC/Library of Congress collaboration, which has capitalized on efforts by hundreds of libraries, is the most analyzed of these services (Gottesman, Kresh, & Takagi, 2004; Penka, 2003).…”