This virtual poster session presents recursive implementation process utilized by the Gelman Library System to implement and evaluate the IM reference service. The recursive implantation process is juxtaposed with a more traditional model of program implementation. The presenters provide specific examples of how the model was implemented and a review of the challenges faced throughout the process. The presentation closes with a list of lessons learned that will inform institutions that wish to follow a similar model.

1. Two Programs, One Service: Recursive Assessment in the Gelman Library System's IM Reference Service American Library Association Annual Conference 2008 MERS Virtual Poster Session Sarah Palacios-Wilhelm Reference & Instruction Librarian Eckles Library Elizabeth Edwards Reference/Technology Librarian Gelman Library

5. Two Programs, One Service: 2008 MERS Virtual Poster Session The Gelman Library System Gelman Library System Gelman Library Eckles Library Virginia Campus Library

8. Two Programs, One Service: 2008 MERS Virtual Poster Session The "Normal" Implementation Process

11. Two Programs, One Service: 2008 MERS Virtual Poster Session The Recursive Implementation Process