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The Reference Interview As a Creative Art:
Jennerich, Elaine Zaremba  Jennerich, Edward J. 
Publisher: Libraries Unlimited
ISBN10: 156308466X ISBN13: 9781563084669 DDC: 025.52 Edition: Hardcover; 1997-05-15

Summary

Customer service, so important to success in business, is also a vital part of library service. Perhaps nowhere else does the concept play such a significant role as in the library reference department. Recent technological changes in the library have added myriad resources and searching techniques to an already complex encounter. This book shows librarians how to combine creativity with professional expertise to produce the happiest of results-a satisfied patron. Completely updated, this new edition reflects sociological and technological changes and trends that have transpired in the last decade. Current research methods in the areas of neutral questioning and interview evaluation have been incorporated, as have ALA's new guidelines and standards. After reviewing the historical background of, and research on, the reference interview, the authors discuss the effects of technology and how to serve special populations, emphasizing training and development while covering evaluation techniques.

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