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 the companion website Table of Contents 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