Kay Ann Cassell is presently an adjunct professor at the Rutgers University Department of Library and Information Science where she teaches a variety of courses including reference and information services, collection development, public librarianship and government information resources. She has worked in public and academic libraries. She has been the director of several public libraries and was the Associate Director for Collections and Services at the New York Public Library. As NYPL’s Associate Director of Collections and Services she oversaw the development of reference, collections, programs and services for all of the branches and initiated new programs and services. She received her MLS from Rutgers University and her PhD from the International University for Graduate Studies. She is the author of Managing Reference Today and Public Libraries and Their Communities, and she was selected as the 2019 winner of the Isadore Gilbert Mudge Award, the Reference and User Services Association’s highest honor.
Reference and Information Services: An Introduction, Fifth Edition
Customers outside of North America (USA and Canada) should contact Facet Publishing for purchasing information.
- Table of Contents
- About the Authors
Keeping pace with the rapidly shifting environment for all information services workers, in this book Cassell and Hiremath provide readers with the knowledge and tools needed to manage the ebb and flow of reference services in today's libraries.
From the ongoing flood of misinformation to the swift changes occasioned by the pandemic, a myriad of factors is spurring our profession to rethink reference services. Luckily, this classic text is back in a newly overhauled edition that thoughtfully addresses the evolving reference landscape. Designed to complement every introductory library reference course, Cassell and Hiremath's book also serves as the perfect resource to guide current practitioners in their day-to-day work. It teaches 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 experts, this thoroughly updated text presents chapters covering fundamental concepts, major reference sources, and special topics while also offering fresh insights on timely issues, including
- a basic template for the skills required and expectations demanded of the reference librarian;
- the pandemic’s effect on reference services and how the ingenuity employed by libraries in providing remote and virtual reference is here to stay;
- a new chapter dedicated to health information, with a special focus on health equity and information sources;
- selecting and evaluating reference materials, with strategies for keeping up to date;
- a heightened emphasis on techniques for evaluating sources for misinformation and ways to give library users the tools to discern facts vs. “fake facts”;
- reference as programming, readers’ advisory services, developmentally appropriate material for children and young adults, and information literacy;
- evidence-based guidance on handling microaggressions in reference interactions, featuring discussions of cultural humility and competence alongside recommended resources on implicit bias;
- managing, assessing, and improving reference services; and
- the future of information and reference services, encapsulating existing models, materials, and services to project possible evolutions in the dynamic world of reference.
Examination copies are available for instructors who are interested in adopting this title for course use. Adopting this textbook for a course? Email firstname.lastname@example.org for supplementary PowerPoint slides.
List of Figures and Tables
PART I Fundamental Concepts
1 Introduction to Reference and Information Services
2 Determining the Question: In-Person, Telephone, and Virtual Reference Interviews
3 Finding the Answer: Basic Search Techniques
PART II Introduction to Major Reference Sources
4 Answering Questions about Books, Magazines, Newspapers, Libraries and Publishing, and Bibliographic Networks—Bibliographic Resources
5 Answering Questions about Anything and Everything—Encyclopedias
6 Answering Questions That Require Handy Facts—Ready Reference Sources
7 Answering Questions about Words—Dictionaries, Concordances, and Manuals
8 Answering Questions about Current Events, Issues and Research Topics—Databases (and Indexes)
9 Answering Questions about Law and Business—Special Guidelines and Sources
10 Answering Questions about Health—Special Guidelines and Sources
11 Answering Questions about Geography, Countries, and Travel—Atlases, Gazetteers, Maps, Geographic Information Systems, and Travel Guides
12 Answering Questions about the Lives of People—Biographical Information Sources
13 Answering Questions about Government and Related Issues—Government Information Sources
PART III Special Topics in Reference and Information Services
14 When and How to Use the Internet as the Primary Reference Tool
15 Reference as Programming
16 Readers’ Advisory Services
Maria Fesz and Cindy Orr
17 Reference Services for Children and Young Adults
18 Information Literacy in the Reference Department
Part IV Developing and Managing Reference Collections and Services
19 Selecting and Evaluating Reference Material
20 Managing Reference Departments
21 Assessing and Improving Reference Services
22 Ethics in Reference
23 Reference 2.0
24 The Future of Information and Reference Services
- Appendix A RUSA Outstanding Reference Sources 2012–2022
- Appendix B RUSA Definition of Reference
About the Authors and Contributors
Index of Reference Resources
”[This] classic text continues to be a go-to source for all things reference ... The sections on subject areas are especially helpful and include resources pertaining to law and business, geography, health information, and biographical information. Readers may be intrigued by the section on 'Reference as Programming,' which suggests different ways to help users navigate library resources ... Essential for library schools and valuable for academic libraries and larger public ones."
— Library Journal
Praise for the fifth edition
"The [contributed chapters] were extremely well done ... I will continue to use Cassell and Hiremath for my reference classes (especially this new edition).”
— Christopher C. Brown, Professor and Reference Librarian, University of Denver
"The way the book is organized is thoughtful and accessible. The work is a solid blend of theory, practical advice, and real-world examples. As a public library administrator, I really appreciate the chapter about reference work for children and young adults authored by an expert.”
— Jane E. Fisher, Director, Wallingford Public Library
Praise for previous editions
”Librarians and library educators will want to update their own copies and consider assigning them as textbooks to LIS students. Essential."
”Helpful figures illustrate the many types of resources and platforms reference librarians are likely to encounter. Throughout the authors emphasize assisting users and, more important, teaching them to become skilled and savvy researchers. Libraries of all kinds will find this text is worth adding to their shelves."