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Conducting the Reference Interview: A How-To-Do-It Manual for Librarians, Second Edition
Catherine Sheldrick Ross, Kirsti Nilsen, and Marie L. Radford
Item Number: 978-1-55570-655-5
Publisher: ALA Neal-Schuman
Price: $82.00
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290 pages
8.5" x 11"
ISBN-13: 978-1-55570-655-5
Year Published: 2009

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Find your bearings in this rapidly evolving hybrid reference environment through proven strategies, advice, exercises and research from three experts in the field. The revised second edition of this practical how-to for all types of librarians will teach you to understand the needs of public, academic and special library users across any virtual setting - email, text messaging, social networking websites - as well as in traditional and face-to-face models of communication.

Based on the latest research in communication theory, the book includes new exercises and examples to help you practice effective reference transactions and avoid common pitfalls. Guidance for helping users with special language-related needs (such as speech and hearing disabilities and English Language Learners) and social difficulties is also included, as are updated chapters on readers’ advisory interviewing and policy and training procedures. An extensively revised chapter on virtual reference features new sections on live chat and instant messaging services, as well as a discussion of Web 2.0 initiatives and updated information on e-mail reference.

Pooling their wealth of experience, the authors share real-life interview examples alongside constructive critiques and practical suggestions to improve interviewing methods. Booklist’s praise of the previous edition holds true with this new edition: “The work is laudable for its practicality, clarity, cogency, and supportive data....In short, an essential read for all current and future reference librarians.”

"A good book about skills for the 21st century and deserves a place in most libraries." 
--The Australian Library Journal

"The text is a fast read, and the tips and techniques can be immediately applied to improve reference service. Well written and organized, Conducting the Reference Interview is sure to be a favorite among librarians. Bibliographic reference and an index are included."
--Serials Review

"The most compelling reason to read this volume is the amount and quality of knowledge and expertise, based on both research and experience, which come through in just about every sentence ... Every library school student should read this book, and it will be useful to many practicing librarians as a renewing and motivating refresher course in public service. It is most highly recommended."
--Journal of the Medical Library Association

"Conducting the Reference Interview is essential reading for newcomers to the reference desk, as well as librarians who have served our profession for years. Supervisors will find it an effective tool for evaluating staff performance, librarians will find it helpful for day-to-day reference transaction analysis, and students will find it to be a pragmatic guide for assessing and enhancing their reference communication skills."
--Reference and User Services Quarterly

"A thorough, well-arranged book... Conducting the Reference Interview would be an excellent text to use in reference courses in library schools and for further training for reference staffs in libraries."
--Catholic Library World

"This outstanding work is highly recommended for all libraries and is essential reading for all LIS educators and librarians involved in staff training."

"An excellent manual for personal development as well as for training."
--American Libraries

"Valuable to anyone learning to be a reference librarian in addition to the librarian wishing to know more about the reference interaction and how it can be improved."
--ARBA Online


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