Shamchuk, Lisa. “Improving Chat Reference Referrals Through Enhanced Communication, Empathetic Protocols, and Evidence Based Training Practices ”. Evidence Based Library and Information Practice 21, no. 1 (March 16, 2026): 203–205. Accessed March 17, 2026. https://journals.library.ualberta.ca/eblip/index.php/EBLIP/article/view/30912.