Fundamental concepts -- Introducing reference and information services -- Determining the question: in person, telephone, and virtual reference interviews -- Finding the answer: basic search techniques -- Introduction to major reference source -- Answering questions about books, magazines, newspapers, libraries, publishers and bibliographic networks-bibliographic resources -- Answering questions about anything and everything-encyclopedias -- Answering questions that require handy facts-ready reference sources -- Answering questions about words-dictionaries -- Answering questions about current events and issues-indexes -- Answering questions about health, law and business-special guidelines and sources -- Answering questions about geography, countries, and travel-atlases, gazetteers, maps, geographic information systems, and travel guides -- Answering questions about the lives of people -biographical information sources -- Answering questions about governments-government information sources -- Special topics in reference and information work -- When and how to use the Internet as a reference tool -- Reader's advisory work -- Reference work with children and young adults -- User instruction in the reference department -- Developing and managing reference collections and services -- Selecting and evaluating reference materials -- Managing reference departments -- Assessing and improving reference services -- The future of information service.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.