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Whether you are considering adding new services and want good policies, or you already have expanded service and would like to see if another library has a better solution to problems you encounter each day, this book is for you. Reference service is the lifeblood of your library and in order to be effective you must have a structure in place with the ability to change and adapt to growing needs and new technology. Rebecca Brumley, author of the cirtically praised Public Library Managers Forms, Policies, and Procedures Handbook, now provides this book and CD-ROM with solutions, new ideas for service in your library, and comparisons to measure your policies against. At your fingertips, you will find tested and proven policies from public and academic libraries across the country covering both traditional and expanded service areas. The work is broken down into seven subjects: * The Reference Program * People in the Reference Program * Reference Collections * Special Procedures and ILL * In-Person Patron Assistance * Virtual Reference * Special Policies for Unique Libraries Within these seven areas are 20 sections that address every issue involved in providing proper reference service to users, including what is successful in many libraries. Some of the contributors are small; some are large research centers; all contain solutions to common everyday problems.

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Library Journal Review

Librarians have long been known as "keepers of the books." Now comes an excellent handbook that could serve as the profession's "keeper of the procedures." Brumley (The Public Library Manager's Forms, Policies, and Procedures Handbook with CD-ROM) provides a showcase and a sampling of over 450 of the most carefully selected policies, procedures, and guidelines regarding reference service from an array of academic and public libraries, all right at your fingertips! All the bases are covered here, including the givens (in-person and virtual reference for both public and academic libraries, mission statements, email and chat policies) and this reviewer's favorites: circulation and copyright policies, e-resources, guidelines for handling specific types of reference questions such as history and genealogy, and much more. The forms are available on the companion CD-ROM for easy modification and reproduction and can be specifically tailored for your library. For libraries that are constantly evolving into new frameworks and accommodating new patron bases or that are just updating their policies, there is no better resource than this comprehensive volume. Highly recommended for beginning library directors, new library graduates, library management and administrators, and also professionals involved in policies, guidelines, and operational decisions within their library. April C. Davis, Libn., Chantilly, VA (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.