Tabla de contenidos provista por Syndetics

• Preface(p. xvii)
• Acknowledgements(p. xxi)
• List of Contributors(p. xxiii)
• Part I Concepts and Processes
• 1 History and Varieties of Reference Services(p. 3)
• Definitions and Development(p. 3)
• Reference Services and the Reference Librarian(p. 3)
• Developments in the History of Reference Services(p. 4)
• The Literature of Reference Services(p. 5)
• Reference Services: Varieties and Approaches(p. 6)
• Information(p. 7)
• Guidance(p. 11)
• Instruction(p. 14)
• Some Current Trends and Issues(p. 16)
• Library Systems and Networks(p. 16)
• Electronic Reference Services(p. 17)
• Stress and Burnout(p. 18)
• Staffing the Reference Desk(p. 19)
• Evaluation and Performance Appraisal(p. 20)
• The Future of Reference Services(p. 20)
• Defining Reference Service: A Reprise(p. 22)
• Notes(p. 22)
• Additional Readings(p. 25)
• 2 Ethical Aspects of Reference Service(p. 28)
• Introduction and Historical Background(p. 28)
• Ethical Guidance in the Contemporary Ethical Environment(p. 30)
• Ethical or Professional Codes(p. 31)
• The First Amendment(p. 37)
• Some Major Ethical Issues Facing Reference Librarians and Other Information Professionals(p. 37)
• The Tension Between Protecting the Right of Access and Protecting Individuals or Society from Harm(p. 37)
• Issues Related to Equality of Access to Information(p. 40)
• Copyright Issues(p. 43)
• Conclusion(p. 43)
• Notes(p. 44)
• Additional Readings(p. 45)
• 3 The Reference Interview(p. 47)
• Introduction(p. 47)
• Overview of the Successful Interview(p. 49)
• Attitudes and Characteristics of the Reference Librarian(p. 49)
• Interviewing Principles(p. 51)
• Steps in the Reference Interview(p. 53)
• Opening the Interview(p. 53)
• Negotiating the Question(p. 54)
• The Search Process(p. 57)
• Communicating the Information to the User(p. 57)
• Closing the Interview(p. 58)
• The Reference Environment(p. 59)
• Interviews for Specific Situations(p. 60)
• Readers' Advisory Interviews(p. 60)
• Remote Interviews: Telephone(p. 61)
• Remote Interviews: Electronic(p. 62)
• Imposed Queries(p. 63)
• Angry or Upset Users(p. 64)
• Conclusion(p. 65)
• Notes(p. 65)
• Additional Readings(p. 67)
• 4 Bibliographic Control, Organization of Information, and Search Strategies(p. 69)
• Introduction(p. 69)
• The Library Catalog(p. 70)
• Indexes(p. 73)
• Beyond Catalogs and Indexes(p. 73)
• Principles of Bibliographic Control(p. 75)
• Arrangement(p. 75)
• Collocation and Name Authority Control(p. 77)
• Subject Authority Control(p. 77)
• Depth and Comprehensiveness of Indexing(p. 78)
• The Concept of Search Strategy(p. 81)
• The Electronic Environment(p. 84)
• Strategies for Bibliographic Searching(p. 88)
• The Specific-to-General Approach(p. 88)
• The General-to-Specific Approach(p. 89)
• Context and Feedback(p. 91)
• Choice of Reference Tool(p. 92)
• Summary and Conclusion(p. 93)
• Notes(p. 94)
• Additional Readings(p. 95)
• 5 Electronic Resources for Reference(p. 97)
• Introduction(p. 97)
• History of Electronic Resources(p. 97)
• Databases(p. 100)
• Searching Capabilities(p. 101)
• Boolean Logic(p. 101)
• Truncation(p. 103)
• Displaying the Index(p. 104)
• Positional Searching(p. 107)
• Beyond Boolean(p. 108)
• Search Strategy(p. 109)
• Electronic Resources and the End-User(p. 110)
• Structures Invisible to the Casual Observer(p. 111)
• The User and the Interface(p. 113)
• Integrating End-User Resources into User-Centered Reference Services(p. 116)
• Reference Service Environment(p. 116)
• Managing Access(p. 117)
• Expanding Resources(p. 118)
• Definition of the Reference Collection(p. 120)
• Conclusion(p. 124)
• Notes(p. 124)
• Additional Readings(p. 124)
• 6 Understanding Electronic Information Systems for Reference(p. 126)
• Introduction(p. 126)
• History of the Internet(p. 126)
• Internet Terms and Concepts(p. 127)
• Protocols(p. 127)
• Client-Server Computing(p. 128)
• Hypertext Transfer Protocol(p. 129)
• META Tags(p. 129)
• URL(p. 130)
• Stateful or Stateless?(p. 131)
• Other Significant Protocols(p. 133)
• Beyond HTML(p. 134)
• Future Developments(p. 135)
• Proliferating Resources(p. 135)
• Internet Solutions(p. 136)
• Search Engines(p. 136)
• Web Directories(p. 139)
• Internet Challenges(p. 140)
• Internet Resource Description(p. 140)
• Standards(p. 141)
• Technological Ripples(p. 142)
• Orphan Technologies(p. 143)
• Public Information Resources and the Reference Librarian(p. 145)
• The Future of Reference Technology(p. 146)
• Notes(p. 146)
• Additional Readings(p. 147)
• 7 Access-Related Reference Services(p. 149)
• Introduction: After the Search(p. 149)
• Access Needed: Now More Than Ever(p. 149)
• Library Responses(p. 152)
• Interlibrary Loan(p. 152)
• Resource Sharing(p. 156)
• Library Networks(p. 157)
• Resource Sharing Issues(p. 160)
• Standards(p. 161)
• MARC: Records to Access(p. 161)
• Z39.50: Information Retrieval Protocols(p. 162)
• Interoperability and Communication: The ISO Protocols(p. 164)
• Circulation Interchange Protocol(p. 166)
• Evolving Access Services(p. 166)
• Patron-Initiated Ordering(p. 166)
• Document Delivery(p. 167)
• Delivery to the User(p. 169)
• Electronic Delivery(p. 169)
• Copyright(p. 170)
• Summary: Access Anywhere, Anytime(p. 172)
• Notes(p. 173)
• Additional Readings(p. 175)
• 8 Instruction(p. 177)
• Introduction(p. 177)
• What Is Instruction?(p. 177)
• Theoretical Approaches to Instruction(p. 178)
• Relationship to Reference Services(p. 182)
• Developing and Implementing Instruction(p. 183)
• Needs Assessment(p. 184)
• Structures of Instruction Programs(p. 184)
• Goals and Objectives(p. 185)
• Learning Theory and Styles(p. 188)
• Instructional Methods(p. 190)
• Instructional Materials(p. 193)
• Instructional Technology(p. 195)
• Evaluation(p. 196)
• Administration and Management of Instruction(p. 197)
• Organizational Structures(p. 197)
• Personnel(p. 198)
• Funding(p. 199)
• Facilities(p. 199)
• Publicity and Public Relations(p. 200)
• Future Trends and Challenges(p. 200)
• Notes(p. 201)
• Additional Readings(p. 208)
• Guidelines(p. 209)
• 9 Reference Service Improvement: Staff Orientation, Training, and Continuing Education(p. 210)
• Introduction(p. 210)
• Orientation(p. 211)
• Enculturation(p. 213)
• Socialization(p. 213)
• Expectations(p. 213)
• Conducive Learning Environments(p. 215)
• Basic Training: Learning the Essentials(p. 215)
• Defining Competencies(p. 215)
• Assessing Training Needs(p. 217)
• Training Needs of Staff Groups(p. 220)
• Writing Objectives for Training(p. 221)
• Selecting Methods(p. 221)
• Facilitating Retention of Skills(p. 223)
• Assessing and Evaluating Training(p. 225)
• Beyond the Basics: Continual Learning(p. 229)
• Mastery or Expertise(p. 229)
• Change Management(p. 229)
• Job Stress(p. 230)
• Burnout(p. 232)
• Organizational Responses(p. 233)
• Personal Responses: Continuing Education(p. 235)
• Conclusion(p. 235)
• Notes(p. 236)
• Additional Readings(p. 241)
• Training Materials(p. 243)
• 10 Evaluation of Reference Services(p. 245)
• Introduction(p. 245)
• Why Evaluate Reference?(p. 246)
• What Can Be Evaluated?(p. 247)
• Standards for Reference Services(p. 248)
• Techniques of Evaluation(p. 248)
• Level 1 Evaluation of Resources(p. 249)
• Level 2 Evaluation of Reference Transactions(p. 253)
• Level 3 Evaluation of Reference Services(p. 258)
• Related Issues(p. 259)
• Evaluation of Service to Specific Populations(p. 259)
• Organizing for Evaluation(p. 260)
• Conclusion(p. 261)
• Notes(p. 261)
• Additional Readings(p. 263)
• 11 Organizing, Delivering, and Managing Reference Services(p. 265)
• Introduction(p. 265)
• Traditional Organization of Reference Services(p. 265)
• The Reference Department Within the Library(p. 265)
• Organization of the Reference Department(p. 266)
• Rethinking Reference(p. 267)
• The Reference Desk: Critical Mass or Trivial Pursuit?(p. 267)
• Tiered Service(p. 268)
• Research Consultation(p. 268)
• Roving(p. 269)
• Differentiated Service(p. 269)
• Moving Beyond Library Walls(p. 270)
• E-Mail Reference Service(p. 270)
• Electronic Conferencing(p. 270)
• Videoconferencing(p. 271)
• New Roles, New Responsibilities(p. 272)
• Information Organizer/Creator(p. 272)
• Facilitator of Technology and Information Access(p. 272)
• Changing Management to Manage Change(p. 273)
• Flattening the Organizational Structure(p. 273)
• Total Quality Management(p. 274)
• Summary(p. 274)
• Notes(p. 275)
• Additional Readings(p. 276)
• 12 Reference Services for Specific Populations(p. 279)
• Introduction(p. 279)
• Reference Service in a Pluralistic Society(p. 281)
• Ethnic Diversity(p. 281)
• Non-English Speakers(p. 281)
• Illiterate/Low-Literate Adults(p. 283)
• Reference Service to Disabled Individuals(p. 285)
• Persons with Physical Disabilities(p. 285)
• Persons with Developmental Disabilities(p. 287)
• Reference Services for Specific Age Groups(p. 288)
• Children and Young Adults(p. 289)
• Older Adults(p. 298)
• Conclusion(p. 299)
• Notes(p. 300)
• Additional Readings(p. 305)
• Part II Information Sources and Their Use
• 13 Selection and Evaluation of Reference Sources(p. 309)
• Reference Sources(p. 309)
• What Is a Reference Source?(p. 309)
• Types of Sources(p. 310)
• Reference Collection Development and Maintenance(p. 310)
• Components of the Collection(p. 310)
• Reference Collection Development(p. 311)
• Arrangement of the Collection(p. 311)
• Weeding the Collection(p. 312)
• Evaluation of Sources(p. 312)
• Format(p. 313)
• Scope(p. 314)
• Relation to Similar Works(p. 314)
• Authority(p. 314)
• Treatment(p. 315)
• Arrangement(p. 315)
• Special Features(p. 315)
• Cost(p. 315)
• Virtual Reference Collection Development(p. 316)
• Selection Aids(p. 317)
• Reviewing Sources(p. 317)
• Guides to Reference Sources(p. 319)
• Sources, Collections, and Services in Transition(p. 324)
• Notes(p. 325)
• List of Sources(p. 327)
• Additional Readings(p. 329)
• 14 Directories(p. 331)
• Uses and Characteristics(p. 331)
• Evaluation(p. 331)
• Selection(p. 332)
• Electronic Options(p. 333)
• Important General Sources(p. 333)
• Directories of Directories(p. 334)
• Library Directories(p. 334)
• Publishing and Book Trade Directories(p. 336)
• Education/Research Directories(p. 337)
• Foundation and Grants Directories(p. 341)
• Business Directories(p. 343)
• Association Directories(p. 345)
• Government Directories(p. 347)
• Telephone and Fax Directories(p. 348)
• Specialized Directories(p. 349)
• Search Strategies(p. 350)
• Notes(p. 352)
• List of Sources(p. 352)
• Additional Readings(p. 356)
• 15 Almanacs, Yearbooks, and Handbooks(p. 357)
• Uses and Characteristics(p. 357)
• Almanacs(p. 357)
• Yearbooks(p. 358)
• Handbooks(p. 358)
• Evaluation(p. 359)
• Accuracy(p. 359)
• Indexing(p. 359)
• Documentation(p. 359)
• Comprehensiveness(p. 359)
• Uniqueness(p. 360)
• Format(p. 360)
• Currency(p. 360)
• Selection(p. 360)
• Electronic Options(p. 361)
• Important General Sources(p. 362)
• Almanacs(p. 362)
• Yearbooks(p. 367)
• Handbooks(p. 370)
• Search Strategies(p. 373)
• Notes(p. 375)
• List of Sources(p. 375)
• Additional Readings(p. 378)
• 16 Biographical Sources(p. 381)
• Uses and Characteristics(p. 381)
• Evaluation(p. 382)
• Scope(p. 382)
• Comprehensiveness(p. 383)
• Accuracy(p. 383)
• Currency(p. 385)
• References(p. 385)
• Format(p. 385)
• Selection(p. 386)
• Needs of Users(p. 386)
• Cost(p. 386)
• Uniqueness(p. 387)
• Important General Sources(p. 387)
• Current Biographical Directories(p. 387)
• Current Biographical Dictionaries(p. 391)
• Retrospective Biographical Dictionaries--Universal(p. 393)
• Retrospective Biographical Dictionaries--National(p. 395)
• Indirect Sources(p. 398)
• Obituaries(p. 400)
• Search Strategies(p. 401)
• Ready-Reference Questions(p. 401)
• General Background Questions(p. 402)
• Research Questions(p. 402)
• Notes(p. 403)
• List of Sources(p. 404)
• Additional Readings(p. 407)
• 17 Dictionaries(p. 409)
• Uses and Characteristics(p. 409)
• Kinds of Information Found in Dictionaries(p. 410)
• Types of Dictionaries(p. 410)
• Evaluation(p. 411)
• Format(p. 411)
• Scope(p. 412)
• Comparison with Others of Similar Coverage(p. 412)
• Authority(p. 412)
• Accuracy(p. 412)
• Currency(p. 413)
• Indexing(p. 413)
• Selection(p. 413)
• Important General Sources(p. 414)
• Unabridged Dictionaries(p. 414)
• Etymological Dictionaries(p. 416)
• Desk Dictionaries(p. 417)
• High School- and Elementary School-Level Dictionaries(p. 418)
• Foreign-Language/English-Language Dictionaries(p. 419)
• Dictionaries of Slang and Dialect(p. 420)
• Thesauri and Usage Guides(p. 422)
• Abbreviations and Acronyms Dictionaries(p. 424)
• Electronic Dictionaries(p. 425)
• Quotation Books(p. 425)
• Search Strategies(p. 426)
• Notes(p. 428)
• List of Sources(p. 429)
• Additional Readings(p. 431)
• 18 Encyclopedias(p. 433)
• Uses and Characteristics(p. 433)
• Kinds of Information Contained in Encyclopedias(p. 434)
• Evaluation(p. 436)
• Using Reviewing Tools(p. 436)
• Scope(p. 436)
• Format(p. 437)
• Uniqueness(p. 439)
• Authority(p. 439)
• Accuracy(p. 439)
• Currency(p. 440)
• Indexing (Access)(p. 440)
• Selection(p. 441)
• Electronic Options(p. 442)
• Determining Need in Different Library Settings(p. 442)
• Cost(p. 444)
• Important General Sources(p. 445)
• Encyclopedias for Children and Young Adults(p. 445)
• Encyclopedias for Adults(p. 448)
• Single-Volume Encyclopedias(p. 452)
• Subject Encyclopedias(p. 453)
• Search Strategies(p. 454)
• Which Encyclopedia Should I Use?(p. 454)
• Notes(p. 455)
• List of Sources(p. 455)
• Additional Readings(p. 458)
• 19 Geographical Sources(p. 460)
• Uses and Characteristics(p. 460)
• Evaluation(p. 462)
• Scale and Projection(p. 462)
• Color and Symbols(p. 464)
• Publisher/Authority(p. 465)
• Indexing/Place Names(p. 465)
• Currency(p. 466)
• Selection(p. 466)
• Format(p. 466)
• Important General Sources(p. 467)
• Maps(p. 467)
• Electronic Map Products(p. 468)
• Atlases(p. 469)
• Gazetteers(p. 472)
• Travel Guides(p. 473)
• Other Geographical Sources(p. 474)
• Search Strategies(p. 475)
• Notes(p. 476)
• List of Sources(p. 477)
• Additional Readings(p. 479)
• 20 Bibliographic Sources(p. 480)
• Uses and Characteristics(p. 480)
• Types of Bibliographies and Catalogs(p. 482)
• Kinds of Information Contained in Bibliographies and Library Catalogs(p. 483)
• Evaluation(p. 483)
• Authority(p. 483)
• Scope(p. 484)
• Arrangement(p. 484)
• Currency(p. 485)
• Selection(p. 485)
• Important General Sources(p. 486)
• Shared Cataloging Networks(p. 486)
• United States Bibliography(p. 487)
• Current Bibliographies from Great Britain, France, and Canada(p. 490)
• Sources of Purchasing Information(p. 492)
• Library Catalogs(p. 494)
• Serial and Newspaper Sources(p. 498)
• Bibliographies of Bibliographies(p. 501)
• Recommended Lists(p. 501)
• Search Strategies(p. 503)
• Notes(p. 504)
• List of Sources(p. 505)
• Additional Readings(p. 508)
• 21 Indexes and Abstracts(p. 509)
• Uses and Characteristics(p. 509)
• Evaluation(p. 510)
• Format(p. 510)
• Scope(p. 511)
• Authority(p. 511)
• Accuracy(p. 511)
• Arrangement(p. 512)
• Special Features(p. 512)
• Selection(p. 512)
• Needs of Users(p. 513)
• Cost(p. 513)
• Uniqueness(p. 514)
• Full Text Coverage(p. 514)
• Important General Sources(p. 515)
• General Periodical Indexes(p. 515)
• Table of Contents Services(p. 517)
• Newspaper Indexes(p. 518)
• Broad Subject Periodical Indexes(p. 519)
• Citation Indexes(p. 520)
• Indexes for Special Types of Materials(p. 523)
• Indexes of Reviews(p. 524)
• Indexes for Different Literary Forms(p. 527)
• Search Strategies(p. 528)
• Notes(p. 530)
• List of Sources(p. 532)
• Additional Readings(p. 535)
• 22 Government Documents and Statistics Sources(p. 537)
• Uses and Characteristics(p. 537)
• Organization of Documents(p. 538)
• Uses of Documents(p. 539)
• Evaluation(p. 539)
• Selection(p. 540)
• Important General Sources(p. 542)
• Guides(p. 542)
• Catalogs and Bibliographies(p. 544)
• Periodical Indexes(p. 549)
• General Facts and Directories(p. 550)
• Laws and Legislative Information(p. 553)
• Statistical Sources(p. 561)
• Canadian Government Documents(p. 569)
• Important General Canadian Sources(p. 571)
• Search Strategies(p. 574)
• Notes(p. 576)
• List of Sources(p. 580)
• Additional Readings(p. 591)
• Author/Title Index(p. 595)
• Subject Index(p. 611)