Introduction Chapter One Taking Stock of Your Library Stefanie Buck Introduction Guiding Documents Read the Standards! Strategic Plans Know the Accreditation Requirements for Your Institution Who Are You? Understand Your Position Get to Know Your Department and Colleagues Take Stock of Your Own Skillset Policies and Procedures Learn the Policies: Library and Institution Stakeholders and Partners What Data Is Already Available to You? CASE STUDY: Developing a Needs Assessment Survey for Online Users Get to Know Your Instructors CASE STUDY: Assessing Faculty Use of Library Services and Resources in the Learning Management System Marketing The Curriculum Program Goals Information Literacy Instruction Collections and Resources Tools and Technology Conclusion Chapter Two Learn about Your Patrons and Set Goals to Serve Them Joelle E. Pitts Introduction Learn about Your Patrons User-Centeredness Needs Analysis Evidence-Based Decision Making Setting Goals to Serve Online Patrons SMART Goals Technical Considerations Short-Term versus Long-Term Goals for Online Patrons CASE STUDY: The One UWI Library Conclusion Chapter Three Inclusive Design Joelle E. Pitts Introduction Principles of Universal Design Universal Design for Online Library Patrons Standards and Checklists Universal Design for Learning CASE STUDY: Practical Techniques for Teaching Online in a UDL-Friendly Way The UD Paradox Inclusive Practices CASE STUDY: Using Microsoft Office''s Accessibility Checker One Size Doesn''t Fit All Chapter Four Reference for Online Patrons Jason M. Coleman Introduction Guiding Principles American Library Association Guidelines Best Practices Building Your Service Portfolio CASE STUDY: Virtual Consultations Connecting Patrons to Reference Personnel CASE STUDY: A Model for Engaging Students with Online Research Consultations Embedding Help at the Point of Need CASE STUDY: Bringing the Library to the Students with LibGuides LTI Integration CASE STUDY: Supporting Online Users with a Frequently Asked Questions Knowledge Base Champion Your Services and Your Employees Chapter Five Instruction for Online Patrons Natalie Haber Introduction Instructional Design Learning Outcomes and Backward Design ADDIE CASE STUDY: Developing Synchronous Library Instruction for Online Nursing Courses Doing Good Assessment Assessment Techniques in the Online Environment Assessment Planning Finding Lesson Plans and Learning Objects CASE STUDY: A Collaborative Model for Online Instructional Design Scaffolding Online Library Instruction Strategies for Scaffolding CASE STUDY: Personal Librarians for Online Learners Some Tips for Designing Content Graphic Design and Text Chunking Active Learning and Motivation CASE STUDY: Engaging Students during Synchronous Library Instruction Best Practices for Creating Videos Some Tools to Consider Screencasting Animated Tutorials Interactive Tutorials CASE STUDY: Creating Free Online Branching Games with PowerPoint Skills Technological Considerations Conclusion Chapter Six Embedded Librarianship Elaine Sullo Introduction What Is Embedded Librarianship? Models of Embedded Librarianship Time Commitment The Practicalities of Providing Embedded Librarian Services CASE STUDY: A Model of Integrated Learning Impact on Student Learning Conclusion Chapter Seven Relationship Building Karla Aleman Introduction Reasons for Building Relationships Mission, Vision, and Goals User Experience Connecting with Partners Possible Associates CASE STUDY: A Train-the-Trainer Course for Faculty Instructors Approaching a Potential Partner CASE STUDY: "Wait, There''s a Distance Learning Librarian?" Planning a Partnership CASE STUDY: We''re All Better Together: Cross-Campus Collaborations to Support Online Students Goals and Relationship Types CASE STUDY: Teaming Up to Support Online Patrons Formalizing the Partnership Conclusion Marks of a Good Relationship Chapter Eight Marketing Services for Online Users Laura Bonella Introduction Assess Availability Determine Baseline Knowledge Creating a Survey CASE STUDY: Surveying Our Distance Users Acting on Survey Results Creating New Marketing Materials Distributing Marketing Materials Creating New Services Assessing Marketing CASE STUDY: It''s What Happens after Failure That Counts Be Persistent Chapter Nine Advocating for Your Online Users Laura Bonella Introduction Planning for Change Access to Electronic Collections Licensing Connecting CASE STUDY: Providing Technical Support to Online Patrons Discoverability Access to Physical Collections Delivering Electronically Delivering Physically CASE STUDY: Service Excellence: Free Return Shipping for All Patrons Who Are Off Campus Access to Services Reference and Research Consultation Services Instruction Programs Marketing and Outreach Sustaining Success Continuously Explore User Needs Keep Up with Online Technology Chapter Ten Online Access to Public Library Services Adam Wathen Discovery Content Programming and Outreach Conclusion Appendix: Additional Resources Glossary References About the Editors and Contributors Index.