Crash Course in Contemporary Reference: (Crash Course)

A fresh, detailed, and thoughtful examination of reference services in the context of evolving community information needs and habits, a changing technological landscape, and new search strategies. Professional practices in the field of library reference services have changed dramatically in the past decade in response to shrinking print reference collections and evolving technology, search strategies, and user needs and interests. This new guide explains all the basics of reference services, covering resource types and awareness of their appropriate uses, collection development and maintenance techniques that support reference service work, the latest online searching techniques, and best practices for service interactions through various platforms, including email, chat, text, phone, and face to face. Additionally, it addresses reference service ethics; communication and conducting reference interviews; important policies related to reference service development, provision, and maintenance; alternative reference service delivery points now in use; and professional service provider networking. Both experienced reference librarians and those new to reference service will benefit from in-depth coverage of recent changes in online reference resources and print-based resources, guidelines for authoritative evaluation of web-based resources, explanations of online catalog searching skills, and tips for reference web page construction. The book also contains an expanded section on making digitized collections accessible and relevant; information on the growing need of members of the general population for help with various federal government access programs ranging from Veterans Affairs and Social Security to health care access, income tax regulation fulfillment, and immigrant documentation; and explanations of copyright in the digital sphere of resource use and transfer.

Table of Contents:
Introduction Chapter 1—An Overview of Professional Library Reference Service What Makes Reference Work a Professional Job? Reference Work Adds Library Value to Your Community Reference Service as Authority-Based Reference Service as Lifelong Learning Support Reference Service as Supporting Civic Engagement Recognizing Formal Reference Questions Responding to Reference Needs Communication Resource Awareness Question-Specific Evaluation Just-in-Time Teaching Passive and Indirect Reference Guidance Notes Chapter 2—Communication and Reference Work Communication Is Dynamic Take Responsibility for Good Communication Tips for Optimizing Successful Communication The Reference Interview Identifying the Information Gap: Establishing the Question The Power of Open-Ended Questions Clarifying What Is Being Said Verify Identifying Contextual Details Completing the Interview Follow-Up Referring a Question "No" Should Never Be the Final Answer Before Making a Referral Types of Referral Providing the Results of a Referral, Including an Interlibrary Loan Personalities and Behavioral Considerations RUSA Guidelines for Behavioral Performance Guidelines for Specific Age Demographics Guidelines for Specific Subject Areas of Inquiry Handling Communication Challenges Linguistic Challenges Communication Challenges Arising from Minimized Physical or Intellectual Capacities A Not So Final Word on Communication Notes Chapter 3—Professional Ethics of Reference Service Professional Codes of Ethics ALA's Code of Ethics Ethics and Reference Services to Special Populations Ethical Reference Practices Useful Resource Organization Is an Ethical Matter Equitable Service Policies Equitable Access Accurate, Unbiased, and Courteous Responses to All Requests Intellectual Freedom Privacy Confidentiality Respect for Intellectual Property Rights Treatment of Coworkers Distinguishing between Personal Convictions and Professional Duties Practicing Professional Development and Supporting It in Others Reference Services and the Law Children's Internet Protection Act The Current Status of the USA PATRIOT Act Laws and Ethics with Mutually Supported Ends Disability as a Legal Status Copyright and Fair Use Other Ethical Codes of Interest to Reference Staff Notes Chapter 4—Building and Maintaining a Reference Collection Know Your Community Budget Reference Sources Should Include a Variety of Format Types Print and Bound Materials, Including Books and Pamphlets Subscription Databases Multimedia Formats Make Use of Standard Selection Aids Strive for Balance of Subject Area Development Identifying Experts as Development Resources Maintain the Reference Collection, Not Necessarily Its Material Pieces Evaluating Reference Sources Print Databases The Open Web Standing Orders and Subscriptions Multimedia Community Agencies and Experts Notes Chapter 5—Organizing Print and Electronic Reference Sources Understanding Organization within Traditional Books Searching Print Reference Sources Bibliographies Indexes and Abstracts Dictionaries Encyclopedias Almanacs Directories Handbooks and Manuals Atlases Using Children's Nonfiction as Reference Resources Online Resource Structures Databases Accessible through Internet Connections Websites Locating Websites for Reference Work From Analysis of the Information Need to Web Searching Structure Evaluating a Website's Authority Resources Intended to Guide Reference Staff to More Resources Notes Chapter 6—Library Catalogs and Bibliographies The Online Catalog Is a Database Searching the Catalog Documentation of e-Resources in the Local Catalog Using the Catalog as an Information Resource in Itself OCLC WorldCat Teaching Others Efficient Use of the Library Catalog Union Catalogs Bibliographies as Information Finding Aids Trade Bibliographies: What's Available to Acquire? Subject Bibliographies Where We Go from Here Notes Chapter 7—Understanding the Role of Serials in Knowledge Publishing Serials and Reference Concerns Newspapers Magazines Journals Annuals Catalogs Subscription Databases and Periodical Access Understanding Embargoes Commercial Periodical Database Purchase Decisions Using Archival Serials Sources Microforms: Fiche, Film, and the Machines to Read Them Digitized Collections Because We Can't Know Something about Everything Note Chapter 8—Background Information and Definitions: Encyclopedias and Dictionaries Encyclopedias General Commercial Encyclopedias for Adults Wikipedia General Encyclopedias for Younger Teens and Children Subject Encyclopedias Dictionaries and Usage Guides That Treat English and Other Languages The Oxford English Dictionary (OED) Other Authoritative English Language Dictionaries Dictionaries Documenting Other Languages Formal English Usage Guidance Dictionaries for Children Subject Dictionaries and Subject Thesauri Where We Are Going Next Notes Chapter 9—Finding Facts Fast: Ready Reference Data Traditionally Delivered through General Almanacs Directories Telephone Directories Business Directories Locating Literary Quotations Handbooks and Manuals for Quick Facts Facts about Countries and Cultures Maps and Giving Directions Statistics and Conversion Tables Authoritative Breaking News Sources Local Government Information Mobile Apps Notes Chapter 10—Using the Web to Guide Your Community to Authoritative Information The Web as a Reference Tool Finding and Using Free Web Sources The Web Is a Fluid Collection Search Engines Constructing a Good Search Evaluating Search Results Searching for Web-Based Reference Support Experts' Sites Searching Blogs Digital Collections from World Libraries The Reference Section of the Library's Website Seasonal Resources Notes Chapter 11—Reference Service Delivery Models New Tools Evaluating Reference Services In-House Models Single-Point Service Desks Roving Reference Staff Interactive Reference Services Online Formal Readers Advisory Community-Based Delivery Models Deploying Reference Staff Outside the Library Building Reference Staff Presence at Community Events Taking Reference Support into the Community Publishing and Other Production Support Supporting Civic Engagement through Reference Programming Building Community Archives through Crowdsourcing Notes Chapter 12—Networking and Professional Development Professional Development Technologies Webinars Web-Based Course Participation E-Mail Lists Using Professional Blogs Twitter Networking with the Local Community Reference Staff's Role in the Local Community Networking with Other Libraries and Library Staff State Libraries, Regional Consortia, and Local Systems Professional Association Membership Reference Staff Training Beyond Formal Instruction Notes Bibliography Index About the Author

About the Author :
Francisca Goldsmith, MLIS, designs and presents curricula in a number of library and information service areas, including contemporary reference methods.