Dawn Lowe-Wincentsen of the Oregon Institute of Technology delivers a talk at the Oregon Virtual Reference Summit on April 15, 2015 in Eugene, Oregon. "Any open online chat service will get pranks, phishing, and trolls. Answerland is no different. We do receive pranks, but we also receive legitimate questions that can be construed as pranks. How do we know the difference? Research done on the Answerland service in 2014 on questions marked as pranks helps us: what is a prank, what is not a prank, how do we deal with them, and what are the best practices for virtual reference providers."