“Setting the Standards for Virtual Reference” National Library of Canada Forum on Digital Reference, Ottawa, Canada.
“Introductory Thoughts: Charting the Course” RUSA/MARS Pre-Conference Keynote at the ALA Annual Conference, Atlanta, GA.
“Setting the Standards in Digital Reference: Defining Quality and Performance Measures” RUSA/MARS Pre-Conference at the ALA Annual Conference, Atlanta, GA
“Digital Reference Services” Pennsylvania Library District Library Centers Meeting, Hershey, PA.
“Intro and the Digital Reference Cloud plus Standards to Make it Work: Information about Standards and a Guide for Planning for a Digital Reference Service.” ACRL Pre-conference Workshop at ALA Midwinter, New Orleans, LA