Reference and Information Services

by Bopp, Richard E.

• ISBN13: 9781563086243
• ISBN10: 1563086247
• Format: Paperback
• Copyright: 2000-12-15
• Publisher: Libraries Unltd Inc

Summary

Updated to reflect the latest trends in reference services and the newest sources commonly used for reference work, this long-awaited book offers you a state-of-the-art view of the concepts, theories, and practicalities of reference work today. A host of specialists have contributed to the collection. This new edition includes more detailed discussion of a wider range of reference-related services including interlibrary loan, document delivery, and readers' advisory services. There is also increased attention to ethical issues and a stronger focus on user-centered services, both face-to-face and mediated by technology. In addition, the authors discuss Web sites of significant value to reference services and the impact of the Internet and World Wide Web on reference services. This carefully designed and readable text explains the essential theory and provides the practical knowledge necessary for an initial reference course. Its broad scope and organizational clarity will benefit students and practitioners.

Author Biography

RICHARD E. BOPP, retired, was Associate Professor of Library Administration, University of Illinois, UrbanaChampaign.LINDA C. SMITH is Professor and Associate Dean, Graduate School of Library and Information Science, University of Illinois, UrbanaChampaign. She serves on the editorial board of Library Quarterly. She received the Isadore Gilbert MudgeR. R. Bowker Award for distinguished contribution to reference librarianship and was named a Distinguished Teacher/Scholar.

Table of Contents

Preface	xvii
Acknowledgments	xxi
List of Contributors	xxiii
Part I CONCEPTS AND PROCESSES
History and Varieties of Reference Services	3	(25)
Charles A. Bunge
Richard E. Bopp
Definitions and Development	3	(3)
Reference Services and the Reference Librarian	3	(1)
Developments in the History of Reference Services	4	(1)
The Literature of Reference Services	5	(1)
Reference Services: Varieties and Approaches	6	(10)
Information	7	(4)
Guidance	11	(3)
Instruction	14	(2)
Some Current Trends and Issues	16	(4)
Library Systems and Networks	16	(1)
Electronic Reference Services	17	(1)
Stress and Burnout	18	(1)
Staffing the Reference Desk	19	(1)
Evaluation and Performance Appraisal	20	(1)
The Future of Reference Services	20	(2)
Defining Reference Service: A Reprise	22	(1)
Notes	22	(3)
Additional Readings	25	(3)
Ethical Aspects of Reference Service	28	(19)
Richard E. Rubin
Introdcution and Historical Background	28	(2)
Ethical Guidance in the Contemporary Ethical Environment	30	(7)
Ethical or Professional Codes	31	(6)
The First Amendment	37	(1)
Some Major Ethical Issues Facing Reference Librarians and Other Information Professionals	37	(6)
The Tension Between Protecting the Right of Access and Protecting Individuals or Society from Harm	37	(3)
Issues Related to Equality of Access to Information	40	(3)
Copyright Issues	43	(1)
Conclusion	43	(1)
Notes	44	(1)
Additional Readings	45	(2)
The Reference Interview	47	(22)
Richard E. Bopp
Introduction	47	(2)
Overview of the Successful Interview	49	(4)
Attitudes and Characteristics of the Reference Librarian	49	(2)
Interviewing Principles	51	(2)
Steps in the Reference Interview	53	(6)
Opening the Interview	53	(1)
Negotiating the Question	54	(3)
The Search Process	57	(1)
Communicating the Information to the User	57	(1)
Closing the Interview	58	(1)
The Reference Environment	59	(1)
Interview for Specific Situations	60	(5)
Reader's Advisory Interviews	60	(1)
Remote Interviews: Telephone	61	(1)
Remote Interviews: Electronic	62	(1)
Imposed Queries	63	(1)
Angry or Upset Users	64	(1)
Conclusion	65	(1)
Notes	65	(2)
Additional Readings	67	(2)
Bibliographic Control, Organization of Information, and Search Strategies	69	(28)
Prudence Ward Dalrymple
Introduction	69	(1)
The Library Catalog	70	(3)
Indexes	73	(1)
Beyond Catalogs and Indexes	73	(2)
Principles of Bibliographic Control	75	(6)
Arrangement	75	(2)
Collocation and Name Authority Control	77	(1)
Subject Authority Control	77	(1)
Depth and Comprehensiveness of Indexing	78	(3)
The Concept of Search Strategy	81	(3)
The Electronic Environment	84	(4)
Strategies for Bibliographic Searching	88	(5)
The Specific-to-General Approach	88	(1)
The General-to-Specific Approach	89	(2)
Context and Feedback	91	(1)
Choice of Reference Tool	92	(1)
Summary and Conclusion	93	(1)
Notes	94	(1)
Additional Readings	95	(2)
Electronic Resources for Reference	97	(29)
Kathleen M. Kluegel
Introduction	97	(1)
History of Electronic Resources	97	(3)
Databases	100	(1)
Searching Capabilities	101	(9)
Boolean Logic	101	(2)
Truncation	103	(1)
Displaying the Index	104	(3)
Positional Searching	107	(1)
Beyond Boolean	108	(1)
Search Strategy	109	(1)
Electronic Resources and the End-User	110	(6)
Structures Invisible to the Casual Observer	111	(2)
The User and the Interface	113	(3)
Integrating End-User Resources into User-Centered Reference Services	116	(2)
Reference Service Environment	116	(1)
Managing Access	117	(1)
Expanding Resources	118	(2)
Definition of the Reference Collection	120	(4)
Conclusion	124	(1)
Notes	124	(1)
Additional Readings	124	(2)
Understanding Electronic Information Systems for Reference	126	(23)
Kathleen M. Kluegel
Introduction	126	(1)
History of the Internet	126	(1)
Internet Terms and Concepts	127	(8)
Protocols	127	(1)
Client-Server Computing	128	(1)
Hypertext Transfer Protocol	129	(1)
META Tags	129	(1)
URL	130	(1)
Stateful or Stateless?	131	(2)
Other Significant Protocols	133	(1)
Beyond HTML	134	(1)
Future Developments	135	(1)
Proliferating Resources	135	(1)
Internet Solutions	136	(4)
Search Engines	136	(3)
Web Directories	139	(1)
Internet Challenges	140	(5)
Internet Resource Description	140	(1)
Standards	141	(1)
Technological Ripples	142	(1)
Orphan Technologies	143	(2)
Public Information Resources and the Reference Librarian	145	(1)
The Future of Reference Technology	146	(1)
Notes	146	(1)
Additional Readings	147	(2)
Access-Related Reference Services	149	(28)
Lynn Wiley
Introduction: After the Search	149	(3)
Access Needed: Now More Than Ever	149	(3)
Library Responses	152	(9)
Interlibrary Loan	152	(4)
Resource Sharing	156	(1)
Library Networks	157	(3)
Resource Sharing Issues	160	(1)
Standards	161	(5)
MARC: Records to Access	161	(1)
Z39.50: Information Retrieval Protocols	162	(2)
Interoperability and Communication: The ISO Protocols	164	(2)
Circulation Interchange Protocol	166	(1)
Evolving Access Services	166	(4)
Patron-Initiated Ordering	166	(1)
Document Delivery	167	(2)
Delivery to the User	169	(1)
Electronic Delivery	169	(1)
Copyright	170	(2)
Summary: Access Anywhere, Anytime	172	(1)
Notes	173	(2)
Additional Readings	175	(2)
Instruction	177	(33)
Lisa Janicke Hinchliffe
Beth S. Woodard
Introduction	177	(1)
What Is Instruction?	177	(6)
Theoretical Approaches to Instruction	178	(4)
Relationship to Reference Services	182	(1)
Developing and Implementing Instruction	183	(14)
Needs Assessment	184	(1)
Structures of Instruction Programs	184	(1)
Goals and Objectives	185	(3)
Learning Theory and Styles	188	(2)
Instructional Methods	190	(3)
Instructional Materials	193	(2)
Instructional Technology	195	(1)
Evaluation	196	(1)
Administration and Management of Instruction	197	(3)
Organizational Structures	197	(1)
Personnel	198	(1)
Funding	199	(1)
Facilities	199	(1)
Publicity and Public Relations	200	(1)
Future Trends and Challenges	200	(1)
Notes	201	(7)
Additional Readings	208	(1)
Guidelines	209	(1)
Reference Service Improvement: Staff Orientation, Training, and Continuing Education	210	(35)
Beth S. Woodard
Introduction	210	(1)
Orientation	211	(4)
Enculturation	213	(1)
Socialization	213	(1)
Expectations	213	(2)
Conducive Learning Environments	215	(1)
Basic Training: Learning the Essentials	215	(14)
Defining Competencies	215	(2)
Assessing Training Needs	217	(3)
Training Needs of Staff Groups	220	(1)
Writing Objectives for Training	221	(1)
Selecting Methods	221	(2)
Facilitating Retention of Skills	223	(2)
Assessing and Evaluating Training	225	(4)
Beyond the Basics: Continual Learning	229	(6)
Mastery or Expertise	229	(1)
Change Management	229	(1)
Job Stress	230	(2)
Burnout	232	(1)
Organizational Responses	233	(2)
Personal Responses: Continuing Education	235	(1)
Conclusion	235	(1)
Notes	236	(5)
Additional Readings	241	(2)
Training Materials	243	(2)
Evaluation of Reference Services	245	(20)
Bryce Allen
Introduction	245	(1)
Why Evaluate Reference?	246	(1)
What Can Be Evaluated?	247	(1)
Standards for Reference Services	248	(1)
Techniques of Evaluation	248	(11)
Evaluation of Resources	249	(4)
Evaluation of Reference Transactions	253	(5)
Evaluation of Reference Services	258	(1)
Related Issues	259	(2)
Evaluation of Service to Specific Populations	259	(1)
Organizing for Evaluation	260	(1)
Conclusion	261	(1)
Notes	261	(2)
Additional Readings	263	(2)
Organizing, Delivering, and Managing Reference Services	265	(14)
Josephine Z. Kibbee
Introduction	265	(1)
Traditional Organization of Reference Services	265	(2)
The Reference Department Within the Library	265	(1)
Organization of the Reference Department	266	(1)
Rethinking Reference	267	(3)
The Reference Desk: Critical Mass or Trivial Pursuit?	267	(1)
Tiered Service	268	(1)
Research Consultation	268	(1)
Roving	269	(1)
Differentiated Service	269	(1)
Moving Beyond Library Walls	270	(1)
E-Mail Reference Service	270	(1)
Electronic Conferencing	270	(1)
Videoconferencing	271	(1)
New Roles, New Responsibilities	271	(2)
Information Organizer/Creator	272	(1)
Facilitator of Technology and Information Access	272	(1)
Changing Management to Manage Change	273	(1)
Flattening the Organizational Structure	273	(1)
Total Quality Management	274	(1)
Summary	274	(1)
Notes	275	(1)
Additional Readings	276	(3)
Reference Services for Specific Populations	279	(30)
Frances F. Jacobson
Ellen D. Sutton
Introduction	279	(2)
Reference Service in a Pluralistic Society	281	(4)
Ethnic Diversity	281	(1)
Non-English Speakers	281	(2)
Illiterate/Low-Literate Adults	283	(2)
Reference Service to Disabled Individuals	285	(3)
Persons with Physical Disabilities	285	(2)
Persons with Developmental Disabilities	287	(1)
Reference Services for Specific Age Groups	288	(11)
Children and Young Adults	289	(9)
Older Adults	298	(1)
Conclusion	299	(1)
Notes	300	(5)
Additional Readings	305	(4)
Part II INFORMATION SOURCES AND THEIR USE
Selection and Evaluation of Reference Sources	309	(22)
Linda C. Smith
Reference Sources	309	(1)
What Is a Reference Source?	309	(1)
Types of Sources	310	(1)
Reference Collection Development and Maintenance	310	(2)
Component of the Collection	310	(1)
Reference Collection Development	311	(1)
Arrangement of the Collection	311	(1)
Weeding the Collection	312	(1)
Evaluation of Sources	312	(4)
Format	313	(1)
Scope	314	(1)
Relation to Similar Works	314	(1)
Authority	314	(1)
Treatment	315	(1)
Arrangement	315	(1)
Special Features	315	(1)
Cost	315	(1)
Virtual Reference Collection Development	316	(1)
Selection Aids	317	(7)
Reviewing Sources	317	(2)
Guides to Reference Sources	319	(5)
Sources, Collections, and Services in Transition	324	(1)
Notes	325	(2)
List of Sources	327	(2)
Additional Readings	329	(2)
Directories	331	(26)
Susan Miller
Uses and Characteristics	331	(1)
Evaluation	331	(1)
Selection	332	(1)
Electronic Options	333	(1)
Important General Sources	333	(17)
Directories of Directories	334	(1)
Library Directories	334	(2)
Publishing and Book Trade Directories	336	(1)
Education/Research Directories	337	(4)
Foundation and Grants Directories	341	(2)
Business Directories	343	(2)
Association Directories	345	(2)
Government Directories	347	(1)
Telephone and Fax Directories	348	(1)
Specialized Directories	349	(1)
Search Strategies	350	(2)
Notes	352	(1)
List of Sources	352	(4)
Additional Readings	356	(1)
Almanacs, Yearbooks, and Handbooks	357	(24)
Laura R. Lucio
Sandra L. Wolf
Uses and Characteristics	357	(2)
Almanacs	357	(1)
Yearbooks	358	(1)
Handbooks	358	(1)
Evaluation	359	(1)
Accuracy	359	(1)
Indexing	359	(1)
Documentation	359	(1)
Comprehensiveness	359	(1)
Uniqueness	360	(1)
Format	360	(1)
Currency	360	(1)
Selection	360	(2)
Electronic Options	361	(1)
Important General Sources	362	(11)
Almanacs	362	(5)
Yearbooks	367	(3)
Handbooks	370	(3)
Search Strategies	373	(2)
Notes	375	(1)
List of Sources	375	(3)
Additional Readings	378	(3)
Biographical Sources	381	(28)
Constance A. Fairchild
Richard E. Bopp
Uses and Characteristics	381	(1)
Evaluation	382	(4)
Scope	382	(1)
Comprehensiveness	383	(1)
Accuracy	383	(2)
Currency	385	(1)
References	385	(1)
Format	385	(1)
Selection	386	(1)
Needs of Users	386	(1)
Cost	386	(1)
Uniqueness	387	(1)
Important General Sources	387	(14)
Current Biographical Directories	387	(4)
Current Biographical Dictionaries	391	(2)
Retrospective Biographical Directories---Universal	393	(2)
Retrospective Biographical Dictionaries---National	395	(3)
Indirect Sources	398	(2)
Obituaries	400	(1)
Search Strategies	401	(2)
Ready-Reference Questions	401	(1)
General Background Questions	402	(1)
Research Questions	402	(1)
Notes	403	(1)
List of Sources	404	(3)
Additional Readings	407	(2)
Dictionaries	409	(24)
Constance A. Fairchild
Uses and Characteristics	409	(2)
Kinds of Information Found in Dictionaries	410	(1)
Types of Dictionaries	410	(1)
Evaluation	411	(2)
Format	411	(1)
Scope	412	(1)
Comparison with Others of Similar Coverage	412	(1)
Authority	412	(1)
Accuracy	412	(1)
Currency	413	(1)
Indexing	413	(1)
Selection	413	(1)
Important General Sources	414	(12)
Unabridged Dictionaries	414	(2)
Etymological Dictionaries	416	(1)
Desk Dictionaries	417	(1)
High School- and Elementary School-Level Dictoinaries	418	(1)
Foreign-Language/English-Language Dictionaries	419	(1)
Dictionaries of Slang and Dialect	420	(2)
Thesauri and Usage Guides	422	(2)
Abbreviations and Acronyms Directories	424	(1)
Electronic Directories	425	(1)
Quotation Books	425	(1)
Search Strategies	426	(2)
Notes	428	(1)
List of Sources	429	(2)
Additional Readings	431	(2)
Encyclopedias	433	(27)
Holly Crawford
Uses and Characteristics	433	(3)
Kinds of Information Contained in Encyclopedias	434	(2)
Evaluation	436	(5)
Using Reviewing Tools	436	(1)
Scope	436	(1)
Format	437	(2)
Uniqueness	439	(1)
Authority	439	(1)
Accuracy	439	(1)
Currency	440	(1)
Indexing (Access)	440	(1)
Selection	441	(4)
Electronic Options	442	(1)
Determining Need in Different Library Settings	442	(2)
Cost	444	(1)
Important General Sources	445	(9)
Encyclopedias for Children and Young Adults	445	(3)
Encyclopedias for Adults	448	(4)
Single-Volume Encyclopedias	452	(1)
Subject Encyclopedias	453	(1)
Search Strategies	454	(1)
Which Encyclopedia Should I Use?	454	(1)
Notes	455	(1)
List of Sources	455	(3)
Additional Readings	458	(2)
Geographical Sources	460	(20)
David A. Cobb
Uses and Characteristics	460	(2)
Evaluation	462	(4)
Scale and Projection	462	(2)
Color and Symbols	464	(1)
Publisher/Authority	465	(1)
Indexing/Place Names	465	(1)
Currency	466	(1)
Selection	466	(1)
Format	466	(1)
Important General Sources	467	(8)
Maps	467	(1)
Electronic Map Products	468	(1)
Atlases	469	(3)
Gazetteers	472	(1)
Travel Guides	473	(1)
Other Geographical Sources	474	(1)
Search Strategies	475	(1)
Notes	476	(1)
List of Sources	477	(2)
Additional Readings	479	(1)
Bibliographic Sources	480	(29)
Carol Bates Penka
Uses and Characteristics	480	(3)
Types of Bibliographies and Catalogs	482	(1)
Kinds of Information Contained in Bibliographies and Library Catalogs	483	(1)
Evaluation	483	(2)
Authority	483	(1)
Scope	484	(1)
Arrangement	484	(1)
Currency	485	(1)
Selection	485	(1)
Important General Sources	486	(17)
Shared Cataloging Networks	486	(1)
United States Bibliography	487	(3)
Current Bibliographies from Great Britain, France, and Canada	490	(2)
Sources of Purchasing Information	492	(2)
Library Catalogs	494	(4)
Serial and Newspaper Sources	498	(3)
Bibliographies of Bibliographies	501	(1)
Recommended Lists	501	(2)
Search Strategies	503	(1)
Notes	504	(1)
List of Sources	505	(3)
Additional Readings	508	(1)
Indexes and Abstracts	509	(28)
Linda C. Smith
Uses and Characteristics	509	(1)
Evaluation	510	(2)
Format	510	(1)
Scope	511	(1)
Authority	511	(1)
Accuracy	511	(1)
Arrangement	512	(1)
Special Features	512	(1)
Selection	512	(3)
Needs of Users	513	(1)
Cost	513	(1)
Uniqueness	514	(1)
Full Text Coverage	514	(1)
Important General Sources	515	(13)
General Periodical Indexes	515	(2)
Table of Contents Services	517	(1)
Newspaper Indexes	518	(1)
Broad Subject Periodical Indexes	519	(1)
Citation Indexes	520	(3)
Indexes for Special Types of Materials	523	(1)
Indexes of Reviews	524	(3)
Indexes for Different Literary Forms	527	(1)
Search Strategies	528	(2)
Notes	530	(2)
List of Sources	532	(3)
Additional Readings	535	(2)
Government Documents and Statistics Sources	537	(58)
Mary Mallory
Eric Forte
Uses and Characteristics	537	(2)
Organization of Documents	538	(1)
Uses of Documents	539	(1)
Evaluation	539	(1)
Selection	540	(2)
Important General Sources	542	(32)
Guides	542	(2)
Catalogs and Bibliographies	544	(5)
Periodical Indexes	549	(1)
General Facts and Directories	550	(3)
Laws and Legislative Information	553	(8)
Statistical Sources	561	(8)
Canadian Government Documents	569	(2)
Important General Canadian Sources	571	(3)
Search Strategies	574	(2)
Notes	576	(4)
List of Sources	580	(11)
Additional Readings	591	(4)
Author/Title Index	595	(16)
Subject Index	611