1. The Reference Process in Archives: An Introduction Lucille Whalen 2. Remembering the Women: Manuscript Reference at the Schlesinger Library Katherine Gray Kraft and Anne Engelhart 3. Wearing Someone Else's Shoes: Reference in an Established Archive Edward C. Oetting 4. The Past in the Present: Reference in a British University Archival Collection F.W. Ratcliffe 5. Archival Reference at a Technical University Elizabeth C. Stewart 6. Of Books, Manuscripts, and Jars of Snakes: Reference Service in the Museum, Archives, and Records Management Section, Toronto Board of Education Susan McGrath 7. Life in the Fast Lane: Reference in a Business Archives Cynthia G. Swank 8. Researching the Past: An Archivist's Perspective Frank A. Zabrosky 9. The Paper Chase: Reference Service in the Banks Archives Anne Van Camp 10. The Challenge of Contemporary Records: Reference Service in a Labor and Urban Archives Philip P. Mason 11. The Manuscript Repository That Isn't Charles Clement 12. A Well-Kept Secret: The Religious Archive as Reference Resource Rosalie McQuaide 13. Reference Service in Catholic Diocesan Archives James M. O'Toole 14. Establishing an Image: The Role of Reference Service in a New Archival Program Thomas Wilsted 15. 'What Do You Have on Arthur Flegenheimer?' Research and Reference at the Franklin D. Roosevelt Library Raymond Teichman 16. Reference and Research in Regional History Centers Glen A. Gildemeister 17. Expanded Access to Archival Sources Thomas Hickerson
