reference and information services an introduction,

7/27/2019 Reference and Information Services an Introduction,

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Reference and Information Services: An Introduction, Third Edition--

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 Guidelinesan Integrated Approach

Cultural Differences

Improving our Skills

A Look Ahead



3 Finding the Answer: Basic Search Techniques

Tools of the Answering Trade

Types of Answers

Common Pitfalls in Reference Answering

Raison dtre: Finding the Answers



Part II Introduction to Major Reference Sources

4 Answering Questions about Books, Magazines, Newspapers, Libraries and Publishing, and

Bibliographic NetworksBibliographic Resources

Overview

Major Bibliographic Resources Used in Reference Work

Collection Development and Maintenance

Further Considerations

Recommended Resources Discussed in This Chapter




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5 Answering Questions about Anything and EverythingEncyclopedias

Overview

Major Encyclopedic Resources Used in Reference Work


Further ConsiderationsRecommended Resources Discussed in This Chapter



6 Answering Questions That Require Handy FactsReady Reference Sources

Overview

Major Ready Reference Resources Used in Reference Work




Recommendations for Further ReadingBibliography and Works Cited

7 Answering Questions about WordsDictionaries, Concordances, and Manuals

Overview

Major Dictionaries Used in Reference Work



Final Thoughts




8 Answering Questions about Events and Issues, Past and PresentDatabases (and Indexes)

Overview

Major Databases Used in Reference Work



Final Thoughts




9 Answering Questions about Health, Law, and BusinessSpecial 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







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10 Answering Questions about Geography, Countries, and TravelAtlases, Gazetteers, Maps,

Geographic Information Systems, and Travel Guides

Overview

Major Geographic Information Resources Used in Reference Work

Collection Development and MaintenanceFurther Considerations




11 Answering Questions about the Lives of PeopleBiographical Information Sources

Overview

Major Biographical Resources Used in Reference Work



Recommended Resources Discussed in This ChapterRecommendations for Further Reading


12 Answering Questions about Government and Related IssuesGovernment Information

Sources

Overview

Major Government Publication Resources Used in Reference Work






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 ReferenceFive Steps to Successful Internet Reference



14 Readers Advisory Services

Cindy Orr

Introduction

History of Readers Advisory Service

Current Status and Importance of RANuts and Boltsthe Readers Advisory Interview

Common Mistakes and Best Practices


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Key Works and Tools for Readers Advisory

Indirect RA

Keeping Current

Conclusion



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 YouthThe Future of Reference Services for Youth

Recommended Core Reference Collection Resources


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 SettingImpact of New Technology on the Teaching of Information Literacy

Assessment and Evaluation of Information Literacy

Information-seeking Behavior




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



18 Ethics in ReferenceAngela Ecklund


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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 RightsBibliography and Works Cited

19 Managing Reference Departments

Of Car Designs and Learning Styles

Organizing Reference Departments

Organizing Staff

Managing Service Delivery

New Roles




20 Assessing and Improving Reference Services

Why Assess

What to Assess

How to Assess

Acting on Assessments

Ongoing Assessments: An Imperative



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



22 The Future of Information Service

New Ways of Doing BusinessReference 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?



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