Introducing reference and information services | p. 3 |
Determining the question : in-person, telephone, and virtual reference interviews | p. 15 |
Finding the answer : basic search techniques | p. 31 |
Answering questions about books, magazines, newspapers, libraries, publishers, and bibliographic networks - bibliographic resources | p. 53 |
Answering questions about anything and everything - encyclopedias | p. 69 |
Answering questions that require handy facts - ready reference sources | p. 93 |
Answering questions about words - dictionaries | p. 111 |
Answering questions about current events and issues - indexes | p. 135 |
Answering questions about health, law, and business - special guidelines and sources | p. 155 |
Answering questions about geography, countries, and travel - atlases, gazetteers, maps, geographic information systems, and travel guides | p. 183 |
Answering questions about the lives of people - biographical information sources | p. 199 |
Answering questions about governments - government information sources | p. 213 |
When and how to use the Internet as a reference tool | p. 233 |
Reader's advisory work | p. 253 |
Reference work with children and young adults | p. 265 |
User instruction in the reference department | p. 273 |
Selecting and evaluating reference materials | p. 289 |
Managing reference departments | p. 303 |
Assessing and improving reference services | p. 315 |
The future of information service | p. 337 |
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