An Introduction to Reference Services in Academic Libraries

Part One: Case Studies Case Study 1. Development, Implementation, and Assessment of a Virtual Information Literacy Tutorial on an Urban Campus Valeda Frances Dent Setting. Objectives. Methods. Results. Conclusion. Appendix: Orsem Library Information Quiz, Fall 2004, Volume 4. Exercises. Case Study 2. Reference Triage at the Medical College of Ohio: Just-in-Case to Just-in-Time at the Mulford Library Marlene A. Porter and Jolene M. Miller Introduction. Setting. Objective. Methods. Results. Exercises. Case Study 3. Marketing Library Services to Young Male Faculty Mary Mee Introduction. Strategies. Conclusion. Exercises. Case Study 4. Relational Reference: A Challenge to the Reference Fortress John E. Holberg Relational Reference. Reference As Being. Community of Practice. What Relational Reference Is Not. Exercises. Case Study 5. Virtual Reference: Answering Patrons' Questions Electronically Christopher Nelson Cox Introduction. Needs Assessment. Instant Answers@WPI. Collaborative Efforts. Number of Questions. Policies and Procedures. Staff Skills. Staff Training. Marketing. Service Continuation. Exercises. Case Study 6. What They Don't Teach You in Library School: Experience Is the Real Teacher Tammy S. Guerrero Setting. Objective. Methods. Reference Services. Results. Conclusion. Exercises. Case Study 7. Occasional Occurrences at Owl Creek University Debra Cox Rollins and Rusty Gaspard Introduction. Setting. Background. Conclusion. Exercises. Case Study 8. Uninvited Change: The Governors State University Library's Evolving Reference and Technology Desk Paul Blobaum Introduction. Objective. Methods. Results. Conclusion. Exercises. Case Study 9. Common Queries Marilyn Schoot-Castle Walk-Ins versus E-Mailed Queries. Professors Expecting Miracles. Undergraduate Expectations. Exercises. Case Study 10. Models for Measuring and Evaluating Reference Costs Matthew R. Marsteller and Susan Ware Introduction. Reference Service Cost Studies. Reference Transaction Logs. Interactive Digital Reference Cost Models. Specific Cases. Conclusion. Exercises. Case Study 11. Customer Survey Miron Stenche Introduction. Objective. Method. Results. Conclusion. Exercises. Part Two: Essays Essay 1. The Diverse Librarian Paula M. Smith Exercises. Essay 2. Academic Librarian As the Rodney Dangerfield of University Faculty: "I Get No Respect" Tammy S. Guerrero Exercises. Essay 3. The Teaching Portfolio: Explaining What We Do So Well Mark L. McCallon Introduction. What Is the Teaching Portfolio? Summary of Teaching Responsibilities. Student Evaluation Data. Teaching Philosophy Statement. Teaching Objects and Supporting Data. Supporting Data. Uses of the Portfolio. Conclusion. Exercises. Appendix: Thinking About Teaching and Learning. Essay 4. The Glass of Fashion: Librarianship for the Twenty-First Century Susan Swords Steffen and Michael J. Bell Introduction. The New Library: Myth and Reality. Managing the Whirlwind