Introduction to Reference Work in the Digital Age

ISBN-10: 1555704298
ISBN-13: 9781555704292
Edition: 2002
Authors: Joseph Janes
List price: $59.95
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Book details

List price: $59.95
Copyright year: 2002
Publisher: Neal-Schuman Publishers, Incorporated
Binding: Hardcover
Pages: 213
Size: 6.00" wide x 9.00" long x 0.50" tall
Weight: 0.836
Language: English

Preface
Acknowledgments
Reference, Digital and Otherwise
What Is Reference?
Reference According to RUSA
Reference According to Katz, Bopp, and Smith
Why Is It Called "Reference" Anyway?
A Brief History of Reference
The Nineteenth Century
The Twentieth Century
The Present
The Future
Why Libraries Offer Reference Services
The Values behind Reference Work
Digital Reference
Defining Digital Reference
That Which We Call "Reference" Is at a Crucial Turning Point
Questions for Review
Endnotes
References
Understanding Users, Communities, and Their Needs
Planning for Reference Services in a Digital Age
Serving the New 24/7 User
The Changing Role of the Reference Interview
The Synchronous Reference Interview
The Asynchronous Reference Interview
Today's Reference "Noninterview"
Asynchronous Reference Service Models
E-mail and Web Forms
Asking Why
Limitations of Web Forms
Design Considerations for Web-Based Forms
Asynchronous Interactivity
Questions for Review
Endnotes
References
Responding to Information Needs
Mediation: What We Do Best
Conducting the Search
Digital Reference Process Issues
Selecting the Right Resources
Choosing the Right Interfaces
Recognizing the "Good Enough" Response
Utilizing Print Resources
Respecting Intellectual Property and Copyright
Guidelines and Policies for Asynchronous Reference Services
What to Do before Trying to Answer a Question
When to Give Up
Mandatory Response Components
Transcript Records
User Privacy Policies
Closure
Asynchronous Guideline Checklist
Real-Life Questions and Responses
Idiom Search
Franklin's Passed Gas
History Videos for Kids
Guidelines for Synchronous Reference
Transcript Excerpt from Synchronous Reference
Professional Collaborations for Providing Reference Service
Stumpers-L
Do Reference Collaborations Go Against the Grain?
Ask-an-Expert Services
Answering In-House Questions Digitally
Breaking Boundaries of Time and Space
Questions for Review
Endnotes
References
Technology
Technological Options for Providing Reference Services
E-mail
Web Forms
Chat and Instant Messaging
Videoconferencing
Call-Center-Based Software
What Do Reference Librarians Really Want Technology to Do?
Practical Issues Raised by the New Technologies
Infrastructure
Collaborative Service Standards
Service Design
Glitches
User Authentication
Deeper Issues Raised by the New Technologies
Profiling Users
Taking the Opportunity to Be Innovators
Encountering a New Generation of Questions
24/7 Expectations
Matching Services with Expectations
Questions for Review
The Evolution of Practice and the Staff of the Future
The Challenge of Serving the Evaporating Patron
Managing Internet-Based Reference
Restructuring Resource Utilization
Fitting Print into the Picture
FAQ ASAP?
Matching the Question with the Best Library to Answer It
Using Experts as Resources
The Morphing Reference Interview
Bringing Dead Time Back to Life
The Time-Lag Drag
Staff Development in Times of Constant Change
Training for Tomorrow
Turning Existing Skills into Online Skills
A Call for Criteria?
Successful Staffing Models
Opportunities for Innovation
Matching the Best Librarian with the Right Reference
Questions for Review
Endnotes
References
Making It Work: Creating and Institutionalizing a Service
Planning to Plan Means Having a Vision
First, Fit the Mission
Second, Achieve Buy-In from Staff and Administrators
A Ten-Step Process for Planning a Reference Service
Analyze the Community and Its Information Needs
Describe the Overall Nature of the Service
Predict the Volume of Traffic
Describe the Service Points
Determine Staffing and Training Needs
Determine Resource Needs
Develop a Marketing Plan
Determine How the Service Will Be Evaluated
Explore Relevant Policy Issues
Develop an Implementation Schedule
Plan for Success
Questions for Review
References
Syncope
Play to Our Professional Strengths
Begin by Starting Over
Final Thoughts: "All These Things and More"
Question for Review
Endnotes
References
Index
About the Author

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