Abstract
Summary Emerging technologies continue to offer librarians new opportunities to improve user services. Comment and query links on some library web pages are absorbing a significant share of the customer service workload previously handled by traditional reference desks. Fa miliar types of patron problems of course continue to crop up at the “vir tual reference desk.” New and different aspects of patron problems also appear. Originating with the experiences of a research university li brary's web group in dealing with incoming user messages, this study examines the challenges as well as advantages of dealing with “problem patron” phenomena in a virtual environment.
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