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Reference And Information Services in the 21st Century

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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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