Kay Ann Cassell - Reference and Information Services in the 21st Century: An Introduction

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Cassell, Kay Ann

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REFERENCE andINFORMATIONSERVICES in the21st CENTURY

AN INTRODUCTION

Kay Ann Cassell and Uma Hiremath

Neal-Schuman Publishers, Inc.

New York London

www. neal-schuman. com/reference21st

This Web site features new readings for each chapter and information about changes in the reference tools described in these pages as well as important new ones.

Marie Radford, Rutgers UniversityCheryl Knott Malone, University of ArizonaCharlotte Ford, San Jose State UniversityCarol Tobin, University of North CarolinaMary Kay Chelton, Queens College

Published by Neal-Schuman Publishers, Inc.

100 William St., Suite 2004New York, NY 10038

Copyright 2006 Neal-Schuman Publishers

All rights reserved. Reproduction of this book, in whole or in part, without writtenpermission of the publisher, is prohibited.

Printed and bound in the United States of America.

The paper used in this publication meets the minimum requirements of American National Standardfor Information SciencesPermanence of Paper for Printed Library Materials, ANSI Z39.48-1992.

Cassell, Kay Ann.

Reference and information services in the 21st century : an introduction / Kay Ann Cassell andUma Hiremath.p. cm.

Includes bibliographical references and indexes.

ISBN 1-55570-563-4 (alk. paper)

1. Reference services (Libraries) 2. Electronic reference services (Libraries) 3. Reference booksBibliography. 4. Electronic reference sourcesDirectories. I. Hiremath, Uma. II TitleZ711.C355 2006025.5'24dc22

2006012644

Dedicated to you:

the intrepid librarian of the twenty-first century.

Preface / ixAcknowledgments / xiii

1 Introducing Reference and Information Services / 3

2 Determining the Question: In-person, Telephone,and Virtual Reference Interviews / 15

3 Finding the Answer: Basic Search Techniques / 31

4 Answering Questions about Books, Magazines, Newspapers, Libraries,Publishers, and Bibliographic NetworksBibliographic Resources / 53

5 Answering Questions about Anything andEverythingEncyclopedias / 69

6 Answering Questions that Require Handy FactsReadyReference Sources / 93

CONTENTS

7 Answering Questions about WordsDictionaries /111

8 Answering Questions about Current Events and IssuesIndexes / 135

9 Answering Questions about Health, Law, andBusinessSpecial Guidelines and Sources / 155

10 Answering Questions about Geography, Countries, andTravelAtlases, Gazetteers, Maps, GeographicInformation Systems, and Travel Guides / 183

11 Answering Questions about the Lives of PeopleBiographicalInformation Sources / 199

12 Answering Questions about GovernmentsGovernmentInformation Sources / 213

13 When and How to Use the Internet as a Reference Tool / 233

14 Reader's Advisory Work / 253

15 Reference Work with Children and Young Adults / 265

16 User Instruction in the Reference Department / 273

17 Selecting and Evaluating Reference Materials / 289

18 Managing Reference Departments / 303

CONTENTS

19 Assessing and Improving Reference Services / 315

20 The Future of Information Service / 337Subject Index / 347

Index of Reference Resources Described / 361

About the Authors / 379

The future of reference service is here. In the past few years we have seen digital andonline resources take on new importance at the reference desk. We have been exposedto new models of communication and discovered new methods for selecting and evaluating authoritative resources. Tomorrow will bring additional advances and changes.Throughout all of this invention and transformation, we continue to field a myriad ofquestions with a commitment to serve and enlighten our users.

As perhaps the most popular and essential aspect of librarianship, reference servicewill be a primary focus for the future. Professionals must understand the fundamentalconcepts, essential sources, search techniques, special services, and basic managerialtasks of the reference desk. They must also learn to contend with a public that increasingly relies on the simplest and most generic source or the broadest aggregated reference gateway. Librarians provide unique skillscollection development, searchconstruction, selection and evaluation of sourceswhich must be developed and utilized in order to provide users with authoritative answers to their questions ratherthan simple returns.

The future of reference service is here; we have designed Reference and Information Services in the 21st Century: An Introduction as the most current reference text for a new generation of library and information professionals. We have sought to write an evolvedtext for an evolved profession. This approach acknowledges the impact of technologyon our practiceyou will find multiple formats referenced in our resource lists andconsiderations for new methods of communicating with userseven as it relies on theclassic practices of the reference interview, reader's advisory services, and instruction.