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."