This article presents interesting articles that explore several different areas of reference assessment, including practical case studies and theoretical articles that address a range of issues such as librarian behavior, patron satisfaction, virtual reference, or evaluation design. They include: (1) "Evaluating the Quality of a Chat Service" (Julie Arnold and Neal Kaske); (2) "Guidelines for Behavioral Performance of Reference and Information Service Providers"; (3) "The Viability of Live Online Reference: An Assessment" (Lisa R. Horowitz, Patricia A. Flanagan, and Deborah L. Helman); (4) "The Design and Interpretation of Unobtrusive Evaluations" (Andrew Hubbertz); (5) "Internet Subject Guides in Academic Libraries: An Analysis of Contents, Practices, and Opinions" (Rebecca Jackson and Lorraine J. Pellack); (6) "The Case for Non-Intrusive Research: A Virtual Reference Librarian's Perspective" (Bruce Jensen); and (7) "Evaluation of Customer Service Behaviour at the Reference Desk in an Academic Library" (Susan Moysa).