She has written and given numerous keynotes, presentations, and workshops on such topics as: Reference Futures, Service Excellence, Interpersonal Communication in Live Chat and Traditional Reference, and Evaluation of Reference Services. Her latest book is Reference Renaissance, edited with Dave Lankes (Neal-Schuman 2010). She is the 2010 recipient of the Isadore Gilbert Mudge Award for distinguished contributions to reference librarianship given by the American Library Association, Reference and User Services Association.