Steps in the Reference Interview p. 53 Opening the Interview p. 53 Negotiating the Question p. 54 The Search Process p. 57 Communicating the

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1 Preface Acknowledgements List of Contributors Concepts and Processes History and Varieties of Reference Services p. 3 Definitions and Development p. 3 Reference Services and the Reference Librarian p. 3 Developments in the History of Reference Services p. 4 The Literature of Reference Services p. 5 Reference Services: Varieties and Approaches p. 6 Information p. 7 p. xvii p. xxi p. xxiii Guidance p. 11 Instruction p. 14 Some Current Trends and Issues p. 16 Library Systems and Networks p. 16 Electronic Reference Services p. 17 Stress and Burnout p. 18 Staffing the Reference Desk p. 19 Evaluation and Performance Appraisal p. 20 The Future of Reference Services p. 20 Defining Reference Service: A Reprise p. 22 Notes p. 22 Additional Readings p. 25 Ethical Aspects of Reference Service p. 28 Introduction and Historical Background p. 28 Ethical Guidance in the Contemporary Ethical Environment p. 30 Ethical or Professional Codes p. 31 The First Amendment p. 37 Some Major Ethical Issues Facing Reference Librarians and Other Information Professionals The Tension Between Protecting the Right of Access and Protecting Individuals or Society from Harm p. 37 p. 37 Issues Related to Equality of Access to Information p. 40 Copyright Issues p. 43 Conclusion p. 43 Notes p. 44 Additional Readings p. 45 The Reference Interview p. 47 Introduction p. 47 Overview of the Successful Interview p. 49 Attitudes and Characteristics of the Reference Librarian p. 49 Interviewing Principles p. 51

2 Steps in the Reference Interview p. 53 Opening the Interview p. 53 Negotiating the Question p. 54 The Search Process p. 57 Communicating the Information to the User p. 57 Closing the Interview p. 58 The Reference Environment p. 59 Interviews for Specific Situations p. 60 Readers' Advisory Interviews p. 60 Remote Interviews: Telephone p. 61 Remote Interviews: Electronic p. 62 Imposed Queries p. 63 Angry or Upset Users p. 64 Conclusion p. 65 Notes p. 65 Additional Readings p. 67 Bibliographic Control, Organization of Information, and Search Strategies p. 69 Introduction p. 69 The Library Catalog p. 70 Indexes p. 73 Beyond Catalogs and Indexes p. 73 Principles of Bibliographic Control p. 75 Arrangement p. 75 Collocation and Name Authority Control p. 77 Subject Authority Control p. 77 Depth and Comprehensiveness of Indexing p. 78 The Concept of Search Strategy p. 81 The Electronic Environment p. 84 Strategies for Bibliographic Searching p. 88 The Specific-to-General Approach p. 88 The General-to-Specific Approach p. 89 Context and Feedback p. 91 Choice of Reference Tool p. 92 Summary and Conclusion p. 93 Notes p. 94 Additional Readings p. 95 Electronic Resources for Reference p. 97 Introduction p. 97 History of Electronic Resources p. 97 Databases p. 100 Searching Capabilities p. 101

3 Boolean Logic p. 101 Truncation p. 103 Displaying the Index p. 104 Positional Searching p. 107 Beyond Boolean p. 108 Search Strategy p. 109 Electronic Resources and the End-User p. 110 Structures Invisible to the Casual Observer p. 111 The User and the Interface p. 113 Integrating End-User Resources into User-Centered Reference Services p. 116 Reference Service Environment p. 116 Managing Access p. 117 Expanding Resources p. 118 Definition of the Reference Collection p. 120 Conclusion p. 124 Notes p. 124 Additional Readings p. 124 Understanding Electronic Information Systems for Reference p. 126 Introduction p. 126 History of the Internet p. 126 Internet Terms and Concepts p. 127 Protocols p. 127 Client-Server Computing p. 128 Hypertext Transfer Protocol p. 129 META Tags p. 129 URL p. 130 Stateful or Stateless? p. 131 Other Significant Protocols p. 133 Beyond HTML p. 134 Future Developments p. 135 Proliferating Resources p. 135 Internet Solutions p. 136 Search Engines p. 136 Web Directories p. 139 Internet Challenges p. 140 Internet Resource Description p. 140 Standards p. 141 Technological Ripples p. 142 Orphan Technologies p. 143 Public Information Resources and the Reference Librarian p. 145 The Future of Reference Technology p. 146

4 Notes p. 146 Additional Readings p. 147 Access-Related Reference Services p. 149 Introduction: After the Search p. 149 Access Needed: Now More Than Ever p. 149 Library Responses p. 152 Interlibrary Loan p. 152 Resource Sharing p. 156 Library Networks p. 157 Resource Sharing Issues p. 160 Standards p. 161 MARC: Records to Access p. 161 Z39.50: Information Retrieval Protocols p. 162 Interoperability and Communication: The ISO Protocols p. 164 Circulation Interchange Protocol p. 166 Evolving Access Services p. 166 Patron-Initiated Ordering p. 166 Document Delivery p. 167 Delivery to the User p. 169 Electronic Delivery p. 169 Copyright p. 170 Summary: Access Anywhere, Anytime p. 172 Notes p. 173 Additional Readings p. 175 Instruction p. 177 Introduction p. 177 What Is Instruction? p. 177 Theoretical Approaches to Instruction p. 178 Relationship to Reference Services p. 182 Developing and Implementing Instruction p. 183 Needs Assessment p. 184 Structures of Instruction Programs p. 184 Goals and Objectives p. 185 Learning Theory and Styles p. 188 Instructional Methods p. 190 Instructional Materials p. 193 Instructional Technology p. 195 Evaluation p. 196 Administration and Management of Instruction p. 197 Organizational Structures p. 197 Personnel p. 198

5 Funding p. 199 Facilities p. 199 Publicity and Public Relations p. 200 Future Trends and Challenges p. 200 Notes p. 201 Additional Readings p. 208 Guidelines p. 209 Reference Service Improvement: Staff Orientation, Training, and Continuing Education p. 210 Introduction p. 210 Orientation p. 211 Enculturation p. 213 Socialization p. 213 Expectations p. 213 Conducive Learning Environments p. 215 Basic Training: Learning the Essentials p. 215 Defining Competencies p. 215 Assessing Training Needs p. 217 Training Needs of Staff Groups p. 220 Writing Objectives for Training p. 221 Selecting Methods p. 221 Facilitating Retention of Skills p. 223 Assessing and Evaluating Training p. 225 Beyond the Basics: Continual Learning p. 229 Mastery or Expertise p. 229 Change Management p. 229 Job Stress p. 230 Burnout p. 232 Organizational Responses p. 233 Personal Responses: Continuing Education p. 235 Conclusion p. 235 Notes p. 236 Additional Readings p. 241 Training Materials p. 243 Evaluation of Reference Services p. 245 Introduction p. 245 Why Evaluate Reference? p. 246 What Can Be Evaluated? p. 247 Standards for Reference Services p. 248 Techniques of Evaluation p. 248 Evaluation of Resources p. 249 Evaluation of Reference Transactions p. 253

6 Evaluation of Reference Services p. 258 Related Issues p. 259 Evaluation of Service to Specific Populations p. 259 Organizing for Evaluation p. 260 Conclusion p. 261 Notes p. 261 Additional Readings p. 263 Organizing, Delivering, and Managing Reference Services p. 265 Introduction p. 265 Traditional Organization of Reference Services p. 265 The Reference Department Within the Library p. 265 Organization of the Reference Department p. 266 Rethinking Reference p. 267 The Reference Desk: Critical Mass or Trivial Pursuit? p. 267 Tiered Service p. 268 Research Consultation p. 268 Roving p. 269 Differentiated Service p. 269 Moving Beyond Library Walls p Reference Service p. 270 Electronic Conferencing p. 270 Videoconferencing p. 271 New Roles, New Responsibilities p. 272 Information Organizer/Creator p. 272 Facilitator of Technology and Information Access p. 272 Changing Management to Manage Change p. 273 Flattening the Organizational Structure p. 273 Total Quality Management p. 274 Summary p. 274 Notes p. 275 Additional Readings p. 276 Reference Services for Specific Populations p. 279 Introduction p. 279 Reference Service in a Pluralistic Society p. 281 Ethnic Diversity p. 281 Non-English Speakers p. 281 Illiterate/Low-Literate Adults p. 283 Reference Service to Disabled Individuals p. 285 Persons with Physical Disabilities p. 285 Persons with Developmental Disabilities p. 287 Reference Services for Specific Age Groups p. 288

7 Children and Young Adults p. 289 Older Adults p. 298 Conclusion p. 299 Notes p. 300 Additional Readings p. 305 Information Sources and Their Use Selection and Evaluation of Reference Sources p. 309 Reference Sources p. 309 What Is a Reference Source? p. 309 Types of Sources p. 310 Reference Collection Development and Maintenance p. 310 Components of the Collection p. 310 Reference Collection Development p. 311 Arrangement of the Collection p. 311 Weeding the Collection p. 312 Evaluation of Sources p. 312 Format p. 313 Scope p. 314 Relation to Similar Works p. 314 Authority p. 314 Treatment p. 315 Arrangement p. 315 Special Features p. 315 Cost p. 315 Virtual Reference Collection Development p. 316 Selection Aids p. 317 Reviewing Sources p. 317 Guides to Reference Sources p. 319 Sources, Collections, and Services in Transition p. 324 Notes p. 325 List of Sources p. 327 Additional Readings p. 329 Directories p. 331 Uses and Characteristics p. 331 Evaluation p. 331 Selection p. 332 Electronic Options p. 333 Important General Sources p. 333 Directories of Directories p. 334 Library Directories p. 334 Publishing and Book Trade Directories p. 336

8 Education/Research Directories p. 337 Foundation and Grants Directories p. 341 Business Directories p. 343 Association Directories p. 345 Government Directories p. 347 Telephone and Fax Directories p. 348 Specialized Directories p. 349 Search Strategies p. 350 Notes p. 352 List of Sources p. 352 Additional Readings p. 356 Almanacs, Yearbooks, and Handbooks p. 357 Uses and Characteristics p. 357 Almanacs p. 357 Yearbooks p. 358 Handbooks p. 358 Evaluation p. 359 Accuracy p. 359 Indexing p. 359 Documentation p. 359 Comprehensiveness p. 359 Uniqueness p. 360 Format p. 360 Currency p. 360 Selection p. 360 Electronic Options p. 361 Important General Sources p. 362 Almanacs p. 362 Yearbooks p. 367 Handbooks p. 370 Search Strategies p. 373 Notes p. 375 List of Sources p. 375 Additional Readings p. 378 Biographical Sources p. 381 Uses and Characteristics p. 381 Evaluation p. 382 Scope p. 382 Comprehensiveness p. 383 Accuracy p. 383 Currency p. 385

9 References p. 385 Format p. 385 Selection p. 386 Needs of Users p. 386 Cost p. 386 Uniqueness p. 387 Important General Sources p. 387 Current Biographical Directories p. 387 Current Biographical Dictionaries p. 391 Retrospective Biographical Dictionaries--Universal p. 393 Retrospective Biographical Dictionaries--National p. 395 Indirect Sources p. 398 Obituaries p. 400 Search Strategies p. 401 Ready-Reference Questions p. 401 General Background Questions p. 402 Research Questions p. 402 Notes p. 403 List of Sources p. 404 Additional Readings p. 407 Dictionaries p. 409 Uses and Characteristics p. 409 Kinds of Information Found in Dictionaries p. 410 Types of Dictionaries p. 410 Evaluation p. 411 Format p. 411 Scope p. 412 Comparison with Others of Similar Coverage p. 412 Authority p. 412 Accuracy p. 412 Currency p. 413 Indexing p. 413 Selection p. 413 Important General Sources p. 414 Unabridged Dictionaries p. 414 Etymological Dictionaries p. 416 Desk Dictionaries p. 417 High School- and Elementary School-Level Dictionaries p. 418 Foreign-Language/English-Language Dictionaries p. 419 Dictionaries of Slang and Dialect p. 420 Thesauri and Usage Guides p. 422

10 Abbreviations and Acronyms Dictionaries p. 424 Electronic Dictionaries p. 425 Quotation Books p. 425 Search Strategies p. 426 Notes p. 428 List of Sources p. 429 Additional Readings p. 431 Encyclopedias p. 433 Uses and Characteristics p. 433 Kinds of Information Contained in Encyclopedias p. 434 Evaluation p. 436 Using Reviewing Tools p. 436 Scope p. 436 Format p. 437 Uniqueness p. 439 Authority p. 439 Accuracy p. 439 Currency p. 440 Indexing (Access) p. 440 Selection p. 441 Electronic Options p. 442 Determining Need in Different Library Settings p. 442 Cost p. 444 Important General Sources p. 445 Encyclopedias for Children and Young Adults p. 445 Encyclopedias for Adults p. 448 Single-Volume Encyclopedias p. 452 Subject Encyclopedias p. 453 Search Strategies p. 454 Which Encyclopedia Should I Use? p. 454 Notes p. 455 List of Sources p. 455 Additional Readings p. 458 Geographical Sources p. 460 Uses and Characteristics p. 460 Evaluation p. 462 Scale and Projection p. 462 Color and Symbols p. 464 Publisher/Authority p. 465 Indexing/Place Names p. 465 Currency p. 466

11 Selection p. 466 Format p. 466 Important General Sources p. 467 Maps p. 467 Electronic Map Products p. 468 Atlases p. 469 Gazetteers p. 472 Travel Guides p. 473 Other Geographical Sources p. 474 Search Strategies p. 475 Notes p. 476 List of Sources p. 477 Additional Readings p. 479 Bibliographic Sources p. 480 Uses and Characteristics p. 480 Types of Bibliographies and Catalogs p. 482 Kinds of Information Contained in Bibliographies and Library Catalogs p. 483 Evaluation p. 483 Authority p. 483 Scope p. 484 Arrangement p. 484 Currency p. 485 Selection p. 485 Important General Sources p. 486 Shared Cataloging Networks p. 486 United States Bibliography p. 487 Current Bibliographies from Great Britain, France, and Canada p. 490 Sources of Purchasing Information p. 492 Library Catalogs p. 494 Serial and Newspaper Sources p. 498 Bibliographies of Bibliographies p. 501 Recommended Lists p. 501 Search Strategies p. 503 Notes p. 504 List of Sources p. 505 Additional Readings p. 508 Indexes and Abstracts p. 509 Uses and Characteristics p. 509 Evaluation p. 510 Format p. 510 Scope p. 511

12 Authority p. 511 Accuracy p. 511 Arrangement p. 512 Special Features p. 512 Selection p. 512 Needs of Users p. 513 Cost p. 513 Uniqueness p. 514 Full Text Coverage p. 514 Important General Sources p. 515 General Periodical Indexes p. 515 Table of Contents Services p. 517 Newspaper Indexes p. 518 Broad Subject Periodical Indexes p. 519 Citation Indexes p. 520 Indexes for Special Types of Materials p. 523 Indexes of Reviews p. 524 Indexes for Different Literary Forms p. 527 Search Strategies p. 528 Notes p. 530 List of Sources p. 532 Additional Readings p. 535 Government Documents and Statistics Sources p. 537 Uses and Characteristics p. 537 Organization of Documents p. 538 Uses of Documents p. 539 Evaluation p. 539 Selection p. 540 Important General Sources p. 542 Guides p. 542 Catalogs and Bibliographies p. 544 Periodical Indexes p. 549 General Facts and Directories p. 550 Laws and Legislative Information p. 553 Statistical Sources p. 561 Canadian Government Documents p. 569 Important General Canadian Sources p. 571 Search Strategies p. 574 Notes p. 576 List of Sources p. 580 Additional Readings p. 591

13 Author/Title Index p. 595 Subject Index p. 611 Table of Contents provided by Blackwell's Book Services and R.R. Bowker. Used with permission.

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