Reference and Information Services: An Introduction, Third Edition

$88.00
ALA Member: 
$ 79.20
Item Number: 
978-1-55570-859-7
Published: 
2013
Publisher: 
ALA Neal-Schuman
Pages: 
528
Width: 
6"
Height: 
9"
Format: 
Softcover

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  • Description
  • Table of Contents
  • About the Authors
  • Reviews
Designed to complement every introductory library reference course, this is the perfect text for students and librarians looking to expand their personal reference knowledge, teaching failsafe methods for identifying important materials by matching specific types of questions to the best available sources, regardless of format. Guided by a national advisory board of educators and practitioners including Eileen Abels, Anita Ondrusek, Marie L. Radford, and Steven Tash, this text expertly keeps up with new technologies and practices while remaining grounded in the basics of reference work. Chapters on fundamental concepts, major reference sources, and special topics in reference provide a solid foundation, plus fresh insight on new issues, including
  • New chapters on ethics, readers' advisory, and reference services for children and young adults
  • Website development and maintenance
  • RSS feeds
  • Social networking
  • Delivering reference services across multiple platforms
As librarians experience a changing climate for all information services professionals, Cassell and Hiremath provide the tools needed to manage the ebb and flow of changing reference services in the 21st century. 

Check out this title's companion website!

Preface 

Acknowledgments 
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 Guidelines—an Integrated Approach 
Cultural Differences 
Improving our Skills 
A Look Ahead 
Recommendations for Further Reading 
Bibliography and Works Cited 
 
3 Finding the Answer: Basic Search Techniques 
Tools of the Answering Trade 
Types of Answers
Common Pitfalls in Reference Answering 
Raison d'être: Finding the Answers 
Recommendations for Further Reading 
Bibliography and Works Cited 
 
Part II Introduction to Major Reference Sources

4 Answering Questions about Books, Magazines, Newspapers, Libraries and Publishing, and Bibliographic Networks—Bibliographic Resources 
Overview 
Major Bibliographic Resources Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
5 Answering Questions about Anything and Everything—Encyclopedias 
Overview 
Major Encyclopedic Resources Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
6 Answering Questions That Require Handy Facts—Ready Reference Sources 
Overview 
Major Ready Reference Resources Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
7 Answering Questions about Words—Dictionaries, Concordances, and Manuals 
Overview 
Major Dictionaries Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Final Thoughts 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading
Bibliography and Works Cited
8 Answering Questions about Events and Issues, Past and Present—Databases (and Indexes)
Overview 
Major Databases Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Final Thoughts 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
9 Answering Questions about Health, Law, and Business—Special 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 
Collection Development and Maintenance 
Further Considerations 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
10 Answering Questions about Geography, Countries, and Travel—Atlases, Gazetteers, Maps, Geographic Information Systems, and Travel Guides 
Overview 
Major Geographic Information Resources Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
11 Answering Questions about the Lives of People—Biographical Information Sources 
Overview 
Major Biographical Resources Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
12 Answering Questions about Government and Related Issues—Government Information Sources 
Overview 
Major Government Publication Resources Used in Reference Work 
Collection Development and Maintenance 
Further Considerations 
Recommended Resources Discussed in This Chapter 
Recommendations for Further Reading 
Bibliography and Works Cited 
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 Reference 
Five Steps to Successful Internet Reference 
Recommendations for Further Reading 
Bibliography and Works Cited 
14 Readers' Advisory Services 
Cindy Orr
Introduction 
History of Readers' Advisory Service 
Current Status and Importance of RA 
Nuts and Bolts—the Readers' Advisory Interview 
Common Mistakes and Best Practices 
Key Works and Tools for Readers' Advisory 
Indirect RA
Keeping Current 
Conclusion 
Recommendations for Further Reading 
Bibliography and Works Cited 
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 Youth 
The Future of Reference Services for Youth 
Recommended Core Reference Collection Resources 
Bibliography and Works Cited 
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 Setting 
Impact of New Technology on the Teaching of Information Literacy 
Assessment and Evaluation of Information Literacy 
Information-seeking Behavior 
Further Considerations 
Recommendations for Further Reading 
Bibliography and Works Cited 
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 
Recommendations for Further Reading 
Bibliography and Works Cited 
18 Ethics in Reference 
Angela Ecklund
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 Rights 
Bibliography and Works Cited 
19 Managing Reference Departments 
Of Car Designs and Learning Styles 
Organizing Reference Departments 
Organizing Staff 
Managing Service Delivery 
New Roles 
Further Considerations 
Recommendations for Further Reading 
Bibliography and Works Cited 
20 Assessing and Improving Reference Services 
Why Assess 
What to Assess 
How to Assess 
Acting on Assessments 
Ongoing Assessments: An Imperative 
Recommendations for Further Reading 
Bibliography and Works Cited 
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 
Recommendations for Further Reading 
Bibliography and Works Cited 
22 The Future of Information Service 
New Ways of Doing Business—Reference 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? 
Recommendations for Further Reading 
Bibliography and Works Cited 

Appendix: RUSA Outstanding Reference Sources 2007–2012 
Index of Reference Resources 
Subject Index 

About the Authors and Contributors 

Kay Ann Cassell

Kay Ann Cassell received her BA from Carnegie Mellon University, her MLS from Rutgers University, and her PhD from the International University for Graduate Studies. She has worked in academic libraries and public libraries as a reference librarian and as a library director. Ms. Cassell is a past president of Reference and User Services Association of ALA and is active on ALA and RUSA committees. She is the editor of the journal Collection Building and is the author of numerous articles and books on collection development and reference service. She was formerly the Associate Director of Collections and Services for the Branch Libraries of the New York Public Library where she was in charge of collection development and age-level services for the Branch Libraries. She is now a Lecturer and Director of the MLIS Program in the School of Communication, Information and Library Studies at Rutgers, the State University of New Jersey.

Uma Hiremath

Uma Hiremath is Executive Director at the Ames Free Library, Massachusetts. She was Assistant Director at the Thayer Public Library, Massachusetts; Head of Reference at the West Orange Public Library, New Jersey; and Supervising Librarian at the New York Public Library where she worked for five years. She received her MLS from Pratt Institute, New York, and her PhD in political science at the University of Pittsburgh.

Eileen Abels

Eileen Abels, Associate Dean and Professor, College of Information Science and Technology, Drexel University.

Anita Ondrusek

Anita Ondrusek, Associate Professor, Library and Information Science, Valdosta State University

Marie L. Radford

Marie L. Radford is professor in the Department of Library and Information Science and director of the PhD Program at Rutgers University’s School of Communication and Information. Her other books include Research Methods in Library and Information Science, Sixth Edition, with Lynn Silipigni Connaway, and Leading the Reference Renaissance. She received the 2010 ALA/RUSA Mudge Award for distinguished contributions to reference service.

Steven Tash

Steven Tash, Lecturer, School of Library and Information Science, San Jose State University

"A tool for library school students, new librarians, the public library reference desk, or anyone needing a general resource about providing information services and recommended tools of the trade … A well-written, readable work that is worth adding to a general ready-reference collection or a library student's bookshelf."
--Journal of Electronic Resources in Medical Libraries

"Library school students will benefit from reading the book cover-to-cover, and the most diligent of them will remember it as an important component of their education ... The book is an irreplaceable source that can be recommended as an essential item for any library's professional collection."
— Collection Building