Strategies in virtual reference, outreach and customer retention management.  Presented during the OCLC Canada Symposium at CLA, June 2, 2010. 

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  Marilyn Saulnier, Senior Consultant, Service Agility
• AskAway - Strategies for Success [PDF, 23 slides]
  Debra Flewelling, Emerging Technologies Librarian, Douglas College
• Become an Agent for Innovation: How to Get What Your Users Want and Need [PDF, 23 slides]
  Mary-Jo Romaniuk, Associate University Librarian, University of Alberta, Edmonton
• Improving the Conversation: OCLC's New Governance Structure [PDF, 19 slides]
  George Needham, Vice President, Global and Regional Councils, OCLC