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

Citation

James, S. (2007), "Reference and Information Services in the 21st Century: An Introduction", Library Review, Vol. 56 No. 6, pp. 508-510. https://doi.org/10.1108/00242530710760427

What is different about reference and information services for the 21st century? The internet presumably, and ever‐increasing reliance on computerised systems and electronic publications: but then these were established in the last century anyway. User instruction and information literacy – but have we not always provided that if under a different name (and sometimes without realising we were doing it)? Quality assurance and quality improvement – but any change there is surely more of emphasis and techniques? Co‐operative reference services – again, that is something we always did (aided by Aslib directories) and again any change is one of degree and methods, and international spread by the use of e‐mail and computer networks. In other words, we are still in the new century doing the same basic job as when I began my career 40 years ago.

The real change is in the tools available to us, and in the speed with which we can now access information from almost anywhere in the world: no waiting for the phone to be answered only to discover that the person who knows the answer has just gone on prolonged holiday up the Amazon, or for letters to sit unanswered. Web sites are there at the touch of a button, and e‐mail and discussion lists contact experts around the world in seconds.

Still, the fundamentals are unchanged: people have information needs, often poorly articulated even in their own minds, and whether you conduct a reference interview face to face or through e‐mail, the process of eliciting exactly what the enquirer needs or wants (not always the same thing) is the same. Finding the information is the next stage, but tempered as ever by expert knowledge of the reliability of different sources, whether published or unpublished, or of knowing where to address further enquiries with the best prospect of success, and of receiving authoritative or at least correct responses. From that, what collections does the library need, whether printed or virtual, to satisfy likely requests, and how are these managed? And how does the manager, or practitioner, evaluate their service, and how is the service managed within a wider library or information or service system?

All that is covered in this very wide‐ranging, practical, and surprisingly detailed new book. Its four sections begin with fundamental concepts, including the reference interview and search techniques, while the second section “introduction to major reference sources” is inevitably the longest in the book. This has chapters on the obvious dictionaries, encyclopaedias, ready‐reference sources and the like, but its subject approach is limited to current events; health, law, and business (a rather curious conglomeration of topics); geography; biography; and government information. Part 3 deals with four special topics: the internet inevitably, reader's advisory work, reference work with children and young adults, and user instruction. The final section covers three management topics (selection of reference materials, managing reference departments, and assessing and improving services) and a final review of the future of information services. There are two indexes: of subjects and of reference sources described. Bibliographies of cited sources are appended to each chapter. This is another of those works whose content may be kept usefully up to date by access to a dedicated web site.

It is all here in considerable detail and presented to us by two very experienced and able authors. Their admirably clear preface tells us exactly what they are trying to achieve and by and large they achieve it well. Their book will be of use as a ready‐reference source ‐ but beside CILIP's own Know it All, Find it Fast (Duckett et al., 2004) – and it does give the rest of the profession a pretty clear view of what modern reference services are and where they are going. But it is probably as a textbook that this will find its widest and most appropriate market, whether for students following formal courses or for staff on training courses or just finding it necessary to acquire or refresh their reference skills. As such it does face competition from another Facet title, Success at the Enquiry Desk (Owen, 2006) which covers the practical aspects with plenty of examples. But Cassell and Hiremath cover a wider field, especially in their detailed discussion of reference sources, to make this a different work. This is, of course, an American book: while many, even most, examples are from the USA, the reference sources quoted are largely international and major UK titles are included. Similarly, management and practical issues are much the same on both sides of the Atlantic, apart from the UK's decreasing inclination to use the honourable title of Reference Librarian.

This new title works for several professional audiences: staff at or new to the enquiry desk, managers of reference or information services, or library managers wanting to have a grasp on what is happening in one of our most vital frontline areas. There is plenty of sound practical advice based on long experience presented here, as well as clear indications of various developing and long‐established areas of reference work derived from that evidence.