Reference and Information Services in the 21st Century: An Introduction

Citation

Dixon, D. (2012), "Reference and Information Services in the 21st Century: An Introduction", Library Review, Vol. 61 No. 2, pp. 160-161. https://doi.org/10.1108/00242531211220762

“Dedicated to you: the intrepid and skill‐seeking librarian of the twenty‐first century” is the eye‐catching first page of this revised second edition of a book which first appeared in 2006. Much has changed since then and this work reflects an ever increasing reliance on electronic information sources, whilst neither neglecting print sources nor the need for effective reference interviews to provide clients with exemplary service.

The authors are both well respected in the USA and have worked in a variety of institutions. Kay Ann Cassell brings her experience of teaching students at Rutgers University, ensuring that the work is relevant to students embarking on basic reference courses and Uma Hiremath offers her practical experience from the Ames Free Library in Easton, Massachusetts.

Nearly 500 pages are densely packed with useful information, tips and references. The book is divided into four main sections: fundamental concepts, introduction to major reference sources, special topics in reference and information work and developing and managing reference collections and services. Each of these sections is then subdivided into chapters, all of which are supported by an extensive bibliography and recommendations for further reading.

We start with the client and how to assess queries. The authors demonstrate they are mindful of ethical and professional considerations before turning to the reference interview, which they emphasise is as important now as it ever was. This is familiar territory to experienced professionals but students may need convincing of vital issues, such as developing effective listening skills and behaviour to avoid. Advice is realistic and this is exemplified in a section on common pitfalls in reference answering. The increasing use of virtual reference enquiries is dealt with coherently and libraries are encouraged to ensure potential users are aware of the service by promoting it on their web pages.

A substantial part of the work is devoted to major reference sources. It is encouraging to find that bibliographies still feature at the start but British readers should be aware that this book is intended for use in North America and therefore has a justifiable bias toward American sources. However, the authors do not neglect all seminal UK reference sources and Whitaker's Almanack is regarded as “a worthwhile investment” as is the Statesman's Yearbook. Of course, many respected titles feature such as the Oxford Dictionary of National Bibliography and Who's Who. Some quirky oddities such as: www.peevish.com/slang reveal the authors are well aware of current developments outside the USA. Nonetheless, we have to accept that many major and valued British reference sources fall outside its remit.

Many of the titles featured in the second section are long established but the third section is the one that demonstrates the changing world most effectively. A thoughtful discourse on the internet sets the scene by analysing its strengths and weaknesses as a reference source, before outlining five steps to successful internet reference. I found the comparison of search engines useful and the advice on evaluation relevant. It was encouraging to find readers being directed to tutorials at Virtual Training Suite (www.vtstutorials.ac.uk/). The customer is not neglected in this section. Chapters cover reader's advisory work and reference, children and young adults and information literacy.

Fourth section is concerned with developing and managing reference collections and services. Predictably such issues as collection development and evaluation of sources are covered. However, it is the penultimate chapter on reference 2.0 that moves us into the world of social networking and designer information. Explanations are commendably clear and informative.

Speculative crystal ball gazing is the theme of the final chapter. The authors are mindful of the need for effective marketing and outreach but remain optimistic that a “high tech and high touch” approach should ensure a seamless service that will meet user needs.

Each chapter is supported by extensive reading lists and bibliographies. A particularly welcome inclusion was the list of RUSA Outstanding Reference Sources 2008‐2011, especially as The Oxford Companion to the Book headed the list.

Despite a few reservations about the obvious American bias in sources cited, this book is well‐worth consideration. There is nothing else to compare with it for use in the contemporary information studies curriculum. Students will find it informative and relevant. Careful perusal of its customer care elements should remind all deliverers of reference services that meeting the needs of the enquirer is paramount to good service.