Reference and Information Services in the 21st Century : An Introduction
(By Kay Ann Cassell)
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New chapters on ethics, readers’ advisory, and reference services for children and young adults
Website development and maintenance
RSS feeds
Social networking
Delivering reference services across multiple platforms
As librarians experience a changing climate for all information services professionals, Cassell and Hiremath provide the tools needed to manage the ebb and flow of changing reference services in the 21st century.
Check out the companion website
Table of Contents
Preface
Acknowledgments
Part I: Fundamental Concepts
1 Introduction to Reference and Information Services
Ethics
Kinds of Information Service
Selecting and Evaluating Print and Electronic Resources
Creating Finding Tools and Websites
Promotion and Marketing
Evaluating Staff and Services
The Changing Nature of Reference
Recommendations for Further Reading
Bibliography and Works Cited
2 Determining the Question: In-Person, Telephone, and Virtual Reference Interviews
Why Do the Reference Interview?
What We Know About the Reference Interview
Conducting the Reference Interview
Problematic Strategies in the Reference Interview
The Telephone Interview
Answering Questions Virtually
RUSA Guidelines—an Integrated Approach
Cultural Differences
Improving our Skills
A Look Ahead
Recommendations for Further Reading
Bibliography and Works Cited
3 Finding the Answer: Basic Search Techniques
Tools of the Answering Trade
Types of Answers
Common Pitfalls in Reference Answering
Raison d’être: Finding the Answers
Recommendations for Further Reading
Bibliography and Works Cited
Part II Introduction to Major Reference Sources
4 Answering Questions about Books, Magazines, Newspapers, Libraries and Publishing, and Bibliographic Networks—Bibliographic Resources
Overview
Major Bibliographic Resources Used in Reference Work
Collection Development and Maintenance
Further Considerations
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
5 Answering Questions about Anything and Everything—Encyclopedias
Overview
Major Encyclopedic Resources Used in Reference Work
Collection Development and Maintenance
Further Considerations
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
6 Answering Questions That Require Handy Facts—Ready Reference Sources
Overview
Major Ready Reference Resources Used in Reference Work
Collection Development and Maintenance
Further Considerations
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
7 Answering Questions about Words—Dictionaries, Concordances, and Manuals
Overview
Major Dictionaries Used in Reference Work
Collection Development and Maintenance
Further Considerations
Final Thoughts
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
8 Answering Questions about Events and Issues, Past and Present—Databases (and Indexes)
Overview
Major Databases Used in Reference Work
Collection Development and Maintenance
Further Considerations
Final Thoughts
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
9 Answering Questions about Health, Law, and Business—Special Guidelines and Sources
Overview
Major Health Resources Used in Reference Work
Major Legal Resources Used in Reference Work
Major Business Resources Used in Reference Work
Collection Development and Maintenance
Further Considerations
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
10 Answering Questions about Geography, Countries, and Travel—Atlases, Gazetteers, Maps, Geographic Information Systems, and Travel Guides
Overview
Major Geographic Information Resources Used in Reference Work
Collection Development and Maintenance
Further Considerations
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
11 Answering Questions about the Lives of People—Biographical Information Sources
Overview
Major Biographical Resources Used in Reference Work
Collection Development and Maintenance
Further Considerations
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
12 Answering Questions about Government and Related Issues—Government Information Sources
Overview
Major Government Publication Resources Used in Reference Work
Collection Development and Maintenance
Further Considerations
Recommended Resources Discussed in This Chapter
Recommendations for Further Reading
Bibliography and Works Cited
Part III Special Topics in Reference and Information Work
13 When and How to Use the Internet as a Reference Tool
The Facts
The Puzzle
The solution
Nature of Internet Reference
Five Steps to Successful Internet Reference
Recommendations for Further Reading
Bibliography and Works Cited
14 Readers’ Advisory Services
Cindy Orr
Introduction
History of Readers’ Advisory Service
Current Status and Importance of RA
Nuts and Bolts—the Readers’ Advisory Interview
Common Mistakes and Best Practices
Key Works and Tools for Readers’ Advisory
Indirect RA
Keeping Current
Conclusion
Recommendations for Further Reading
Bibliography and Works Cited
15 Reference Sources and Services for Children and Young Adults
Meghan Harper
Introduction
History and Overview of Reference Services for Youth in America
Types of Reference Service Transactions for Youth in Libraries
Communication in Reference Service
Digital Reference Services
Evaluating Reference Services to Youth
Managing Reference Services for Youth
The Future of Reference Services for Youth
Recommended Core Reference Collection Resources
Bibliography and Works Cited
16 Information Literacy in the Reference Department
Standards for Information Literacy
Approaches to Information Literacy
Information Literacy by Type of Library
Social and Ethical Uses of Information
One-on-one Instruction
Information Literacy in a Classroom Setting
Impact of New Technology on the Teaching of Information Literacy
Assessment and Evaluation of Information Literacy
Information-seeking Behavior
Further Considerations
Recommendations for Further Reading
Bibliography and Works Cited
Part IV Developing and Managing Reference Collections and Services
17 Selecting and Evaluating Reference Materials
Identifying, Selecting, and Evaluating New Reference Materials
Management of the Reference Budget
Ongoing Assessment of Reference Collections
Weeding the Reference Collection
Writing a Reference Collection Development Policy
Promoting and Marketing Reference Materials to Library Users
Recommendations for Further Reading
Bibliography and Works Cited
18 Ethics in Reference
Angela Ecklund
Our Professional Codes of Ethics
Service Ethics (aka Doing a Good Job)
Equitable Access to Information
Confidentiality
Conflicts of Interest
Copyright and Intellectual Property Rights
Intellectual Freedom and Human Rights
Bibliography and Works Cited
19 Managing Reference Departments
Of Car Designs and Learning Styles
Organizing Reference Departments
Organizing Staff
Managing Service Delivery
New Roles
Further Considerations
Recommendations for Further Reading
Bibliography and Works Cited
20 Assessing and Improving Reference Services
Why Assess
What to Assess
How to Assess
Acting on Assessments
Ongoing Assessments: An Imperative
Recommendations for Further Reading
Bibliography and Works Cited
21 Reference 2.0
Changing Vocabulary Attests to Changing Times
What is the 2.0 Universe?
Cooperative Content Creation
Social Networking
Customization
Seamlessness
Concluding Remarks: the Tree of 2.0 Knowledge
Recommendations for Further Reading
Bibliography and Works Cited
22 The Future of Information Service
New Ways of Doing Business—Reference 2.0
Providing New Materials and Formats
Providing New Service Models
What Will Librarians do? Competencies Needed
Planning the Future
What Will the Future of Reference Look Like?
Does Reference Have a Future?
Recommendations for Further Reading
Bibliography and Works Cited”
