RUSA guidelines for "virtual reference services"

The MARS Digital Reference Guidelines Ad Hoc Committee recently posted the "Guidelines for Implementing and Maintaining Virtual Reference Services" on the ALA web site. Skimming this document quickly reminds me of a number of issues our library needs to address with our service. In particular, I think our library needs to do a better job of informing users what to expect from the service and how to make the most of it.

The current page we have with that information was written several years ago. We've learned a lot since then about the nutty things that happen during chat sessions (users disconnecting themselves, browser compatability issues, firewall problems, inappropriate comments from users, etc.); I'd like to make the initial page that users see give them a better sense of what we can and can't do in chat. Another item for the to-do list...