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The article discusses the methodology of creating a reader's advisory, or a list of suggested fiction and nonfiction titles for library users, by addressing both traditional theories on readers' advisory and the notion of the library as the poor man's university. It comments on readers' advisory literature including that by Joyce Saricks, Moyer and Stover, and Nancy Pearl. It notes the importance of readers' preferences when making a readers' advisory.

Looks at the advantages of virtual reference services to library users. Features of virtual reference; Approach used by the Washington state government to virtual reference grants; Average questions a day being answered by libraries offering the service.

The author discusses a need for librarians to extend library services beyond the library to reach non-users, on topics including whether a library has a service gap, how to understand the needs of varied patrons, and ways to find organizations to partner with for outreach. Bookmobile services, ways to interact with non-users, and reasons why non-users do not use libraries are also discussed.

Focuses on the status of virtual reference projects in Washington state discussed in a session participated in by virtual reference librarians in 2005. Factors attributed to the increase in use of virtual reference; Approaches in training reference staff to virtual reference service; Role of Washington State University's culture in the failure of its students to adopt the service.