List of Tables, Figures, and Appendixes | p. ix |
Acknowledgments | p. xiii |
Introduction | p. xv |
The State of Reference Services: An Overview | |
Reference in the Age of Wikipedia, or Not | p. 3 |
Theory Meets Practice: Educators and Directors Talk | p. 17 |
Plenary Introduction | p. 17 |
Remarks | p. 17 |
Remarks | p. 21 |
Remarks | p. 28 |
Remarks | p. 34 |
What Research Tells Us about Reference | |
Virtual Reference | p. 39 |
Getting Better All the Time: Improving Communication and Accuracy in Virtual Reference | p. 39 |
Balance of Power and Negotiation of Meaning in Virtual Reference Learning Environments | p. 55 |
Giving Users Options for Chat Reference: Effects of QuestionPoint's Instant Message Widget on Chat Traffic | p. 71 |
Approaches, Values, and Philosophy of Reference Services | p. 81 |
Unconscious Cognition in the Genesis of Reference Queries | p. 81 |
Systems-Centered versus User-Centered Librarianship: A Cognitive Sociological View | p. 99 |
Reference Librarians' Personal Theories of Practice: A New Approach to Studying Reference Service | p. 115 |
Innovative Service Models | p. 129 |
New Route to an Old Resource: Facilitating Access to Library Research Guides for the Self-Serve Generation | p. 129 |
Meeting Users' Needs through New Reference Service Models | p. 153 |
Reference in Action: Reports from the Field | |
Virtual Reference | p. 163 |
Apples and Oranges: Creating a Hybrid Virtual Reference Service with Proprietary Chat Reference Software and Free Instant Messaging Services | p. 163 |
California's AskNow Law Librarian Service | p. 175 |
Expanding Service and Enhancing Learning: Preliminary Report on a Novel Virtual Reference Collaboration | p. 183 |
Search Engines and Virtual Tools | p. 203 |
You Virtually Can't Miss Us: Harnessing Virtual Tools to Enhance the Quality of Our Reference Services | p. 203 |
Google 2.0: Benefits and Burdens | p. 215 |
Stayin' Alive in the Google Age: Adding Custom Search Engines for Better Internet Results | p. 227 |
Innovative Service Models and Marketing | p. 239 |
Innovations from the Inside Out | p. 239 |
Neoreference: Looking for New Models in Response to Disjunctive Change | p. 249 |
Drawing in the Community for Reference Services at Wilkinson Public Library in Telluride, Colorado | p. 261 |
You Bought It, Now Sell It: Creating a Reference Renaissance in the Public Library by Marketing Collections and Services | p. 269 |
Staff Development and Training | p. 279 |
Utilizing New Staff Training Initiatives to Develop and Implement Reference Competencies at the University of Nevada, Las Vegas Libraries | p. 279 |
Reference Training through a Co-mentoring program | p. 287 |
About the Editors and Contributors | p. 299 |
Index | p. 309 |
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