Library Support Staff Doing Virtual Reference
I'm doing some research for work, and having trouble finding information. Can anyone point me toward any websites, blogs, or print resources with information about using non-MLS staff to work at a library's chat reference service? It could be anything: statistics, opinions, case studies, etc. It could even be about non-MLS staff providing "regular" (non-digital) reference. Most of the information I've found tends to just be debate about whether support staff should be called "librarians."