Reference and information services : an introduction / Kay Ann Cassell and Uma Hiremath.

Previous ed.: 2009.

Includes bibliographical references and index.

PART 1: FUNDAMENTAL CONCEPTS 1. -- 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 2: 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 Events and Issues, Past and Present: Databases (and Indexes) -- 9. Answering Questions about Health, Law, and Business: Special Guidelines and Sources -- 10. Answering Questions about Geography, Countries, and Travel: Atlases, Gazetteers, Maps, Geographic Information Systems, and Travel Guides -- 11. Answering Questions about the Lives of People: Biographical Information Sources -- 12. Answering Questions about Government and Related Issues: Government Information Sources -- PART 3: SPECIAL TOPICS IN REFERENCE AND INFORMATION WORK -- 13. When and How to Use the Internet as a Reference Tool -- 14. Readers' Advisory Services - Cindy Orr -- 15. Reference Sources and Services for Children and Young Adults - Meghan Harper -- 16. Information Literacy in the Reference Department -- PART 4: DEVELOPING AND MANAGING REFERENCE COLLECTIONS AND SERVICES -- 17. Selecting and Evaluating Reference Materials -- 18. Ethics in Reference - Angela Ecklund -- 19. Managing Reference Departments -- 20. Assessing and Improving Reference Services -- 21. Reference 2.0 22. The Future of Information Service.

"This book is designed to complement every introductory library reference course and is the perfect text for students and librarians looking to expand their personal reference knowledge. Chapters on fundamental concepts, major reference sources and special topics in reference provide the basics you want with fresh insight you need on new issues in reference services and technology, including website development and maintenance, RSS feeds, social networking, and delivering reference services across multiple platforms. The companion website features new readings for each chapter and information about changes in reference tools described in these pages, as well as important new ones. As we enter a changing climate for all information services professionals, this book provides the tools you need to manage the ebb and flow of changing reference services in the 21st century." -- WorldCat