Best response so far to critiques of VR

There's been a flurry of postings on Dig_Ref and Web4Lib lately about Nancy Kalikow Maxwell's article ("The Seven Deadly Sings of Library Technology") from American Libraries (September 2004). In this article, she presents a slipshod argument about why virtual reference is bunk. Karen Schneider has written the best critique of that article so far and posted it on her blog.