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Reference and information services in the 21st century : an introduction

Author: Kay Ann Cassell; Uma Hiremath; Chartered Institute of Library and Information Professionals
Publisher: London : Facet, 2009
Edition/Format:   Print book : English : 2. edView all editions and formats
Summary:

Covers the essentials of reference service - determining information need, developing a basic search strategy, and interviewing enquirers. This book also helps professionals master the materials used  Read more...

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Document Type: Book
All Authors / Contributors: Kay Ann Cassell; Uma Hiremath; Chartered Institute of Library and Information Professionals
ISBN: 9781856046886 1856046885
OCLC Number: 769216700
Notes: Previous edition: 2006
Description: xvii, 461 s. : illustrations ; 23 cm
Contents: Part I Fundamental Concepts 1 Introdution to Reference and Information Services 3 Ethical Awareness and Engagement 4 Kinds of Information Service 5 Selecting and Evaluating Print and Electronic Information 9 Creating Finding Tools and Web Sites 10 Promoting and Marketing Libraries and Reference Service 11 Evaluating Staff and Services 11 The Changing Nature of Reference 13 Recommendations for Further Reading 13 Bibliography of Works Cited in This Chapter 14 2 Determining the Question: In-person, Telephone, and Virtual Reference Interviews 15 Why Conduct the Reference Interview? 15 What We Know about the Reference Interview 16 Conducting the Reference Interview 17 Problematic Strategies in the Reference Interview 22 The Telephone Interview 24 Virtual Reference --
E-mail, Chat, IM, and SMS 25 Assessment and Accountability 27 RUSA Guidelines --
A New, More Integrated Approach 27 Understanding and Respecting Cultural Differences 28 Improving Our Skills 29 A Look Ahead: Striving for Excellent Service 29 Recommendations for Further Reading 30 Bibliography of Works Cited in This Chapter 31 3 Finding the Answer: Basic Search Techniques 35 Tools of the Answering Trade 36 Step 1: Categorize an Answer 36 Step 2: Vizualize an Answer 39 Step 3: Test the Waters 39 Types of Answers 41 Common Pitfalls in Reference Answering 44 Raison d'etre: Finding the Answers 52 Recommendations for Further Reading 53 Bibliography of Works Cited in This Chapter 54 Part II Introduction to Major Reference Sources 4 Answering Questions about Books, Magazines, Newspapers, Libraries and Publishing, and Bibliographic Networks --
Bibliographic Resources 57 Overview 57 Major Bibliographic Resources Used in Reference Work 59 Collection Development and Maintenance 67 Further Considerations 68 Reference Resources Discussed in This Chapter 70 Recommendations for Further Reading 72 Bibliography of Works Cited in This Chapter 73 5 Answering Questions about Anything and Everything --
Encyclopedias 7. Overview 75 Major Encyclopedic Resources Used in Reference Work 80 Collection Development and Maintenance 92 Further Considerations 95 Recommended Resources Discussed in This Chapter 97 Recommendations for Further Reading 99 Bibliography of Works Cited in This Chapter 100 6 Answering Questions That Require Handy Facts --
Ready Reference Sources 103 Overview 103 Major Ready Reference Resources Used in Reference Work 104 Collection Development and Maintenance 116 Further Considerations 117 Recommended Resources Discussed in This Chapter 119 Recommendations for Further Reading 121 Bibliography of Works Cited in This Chapter 122 7 Answering Questions about Words --
Dictionaries 125 Overview 125 Major Dictionaries Used in Reference Work 127 Collection Development and Maintenance 141Further Considerations 143 Recommended Resources Discussed in This Chapter 145 Recommendations for Further Reading 150 Bibliography of Works Cited in This Chapter 151 8 Answering Questions about Events and Issues, Past and Present --
Indexes and Full-Text Databases 153 Overview 153 Major Indexes Used in Reference Work 155 Collection Development and Maintenance 169 Further Considerations 171 Final Thoughts 171 Recommended Resources Discussed in This Chapter 172 Recommendations for Further Reading 177 Bibliography of Works Cited in This Chapter 178 9 Answering Questions about Health, Law, and Business --
Special Guidelines and Sources 179 Overview 179 Major Health Resources Used in Reference Work 183 Major Legal Resources Used in Reference Work 190 Major Business Resources Used in Reference Work 194 Collection Development and Maintenance 200 Further Considerations 203 Recommended Resources Discussed in This Chapter 204 Recommendations for Further Reading 209 Bibliography of Works Cited in This Chapter 211. 10 Answering Questions about Geography, Countries, and Travel --
Atlases, Gazetteers, Maps, Geographic Information Systems, and Travel Guides 213 Overview 213 Major Geographic Information Resources Used in Reference Work 214 Collection Development and Maintenance 223 Further Considerations 225 Recommended Resources Discussed in This Chapter 226 Recommendations for Further Reading 229 Bibliography of Works Cited in This Chapter 230 11 Answering Questions about the Lives of People --
Biographical Information Sources 233 Overview 233 Major Biographical Resources Used in Reference Work 234 Collection Development and Maintenance 242 Further Considerations 243 Recommended Resources Discussed in This Chapter 245 Recommendations for Further Reading 247 Bibliography of Works Cited in This Chapter 248 12 Answering Questions about Governments --
Government Information Sources 249 Overview 249 Major Government Publication Resources Used in Reference Work 251 Collection Development and Maintenance 262 Further Considerations 263 Recommended Resources Discussed in This Chapter 264 Recommendations for Further Reading 266 Bibliography of Works Cited in This Chapter 268 Part III Special Topics in Reference and Information Work 13 When and How to Use the Internet as a Reference Tool 271 The Facts 271 The Puzzle 271 The Solution 272 Nature of Internet Reference 273 Five Steps to Successful Internet Reference 278 Recommendations for Further Reading 287 Bibliography of Works Cited in This Chapter 291 14 Reader's Advisory Work 293 Mary K. Chelton Reader's Advisory and Reference: A Marriage of Convenience 293 Common RA Questions 295 The Reader's Advisory Interview 296 Common Mistakes in the RA Encounter 298 Reader's Advisory Reference Tools 300 The Top Ten RA Tools 301 Keeping Current 304 Bibliography of Works Cited in This Chapter 305. 19 Assessing and Improving Reference Services 367 Why Assess 367 What to Assess 368 How to Assess 369 Acting on Assessments 382 Ongoing Assessments: An Imperative 384 Recommendations for Further Reading 385 Bibliography of Works Cited in This Chapter 387 CONTENTS ix 20 Reference 2.0 389 Changing Vocabulary Attests to Changing Times 389 What Is the 2.0 Universe? 390 Cooperative Content Creation 391 Social Networking 402 Customization 404 Seamlessness 408 Concluding Remarks: The Tree of 2.0 Knowledge 412 Recommendations for Further Reading 413 Bibliography of Works Cited in This Chapter 415 21 The Future of Information Service 419 New Ways of Doing Business --
Reference 2.0 420 Providing New Materials and Formats 421 Providing New Service Models 422 What Will Librarians Do? Competencies Needed 423 Planning the Future 425 What Will the Future of Reference Look Like? 426 Does Reference Have a Future? 426 Recommendations for Future Reading 427 Bibliography of Works Cited in This Chapter 428.
Other Titles: Reference and information services in the twentyfirst century
Responsibility: Kay Ann Cassell and Uma Hiremath

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