Reference and Information Services in the 21st Century : An Introduction

Designed to complement every introductory library reference course, this is the perfect text for students and librarians looking to expand their personal reference knowledge, teaching failsafe methods for identifying important materials by matching specific types of questions to the best available sources, regardless of format. Guided by a national advisory board of educators and practitioners including Eileen Abels, Anita Ondrusek, Marie L. Radford, and Steven Tash, this text expertly keeps up with new technologies and practices while remaining grounded in the basics of reference work. Chapters on fundamental concepts, major reference sources, and special topics in reference provide a solid foundation, plus fresh insight on new issues, including

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
Re...