Part 2 of Steve Coffman/Linda Arret article

Thanks to the folks over at lbr, I've learned that part two of Steve Coffman and Linda Arret's article on the state of chat reference has been published in the September issue of Searcher. (The text of the article is not available online yet.) I haven't had a chance to track down a print edition of the September issue here in my library, but the comments about it on lbr suggest that I'll want to read it soon.