Catherine Sheldrick Ross is Professor Emerita at the University of Western Ontario. She has taught graduate courses in reference services, readers' advisory work, and research methods in the MLIS and PhD programs at Western. She has presented more than fifty workshops on reference and readers’ advisory to library professionals in the United States and Canada. Together with Patricia Dewdney and Kirsti Nilsen, she has co-written Communicating Professionally (ALA 2013), now in its third edition. She is a four-time winner of the Reference Services Press Award. In 2013, she received NoveList’s Margaret E. Munroe Award given by the American Library Association for “significant contributions to library adult services.” She has published extensively in the areas of reference services, readers’ advisory, and pleasure reading, including: The Pleasures of Reading (2014), Reading Matters (2006), and Reading Still Matters (2018), the latter two co-authored with Lynne (E. F.) McKechnie and Paulette M. Rothbauer.
- Table of Contents
- About the Authors
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."