Chat reference service is changing while you read this paragraph. How can you keep up? What is "state of the art" now? What are the trends? What new technologies will have an impact on the service? Do you understand VoIP, SMS, IM, and other applications? What do they have to do with online reference service? There are many ways to ensure that you're aware of what's new and what's coming. There are online, print, and other resources here that will help. What happens next?