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Rethinking Reference for Academic Libraries Rethinking Reference for Academic Libraries Innovative Developments and Future Trends Edited by Carrie Forbes Jennifer Bowers ROWMAN&LITTLEFIELD Lanham•Boulder•NewYork•London PublishedbyRowman&Littlefield AwhollyownedsubsidiaryofTheRowman&LittlefieldPublishingGroup,Inc. 4501ForbesBoulevard,Suite200,Lanham,Maryland20706 www.rowman.com 16CarlisleStreet,LondonW1D3BT,UnitedKingdom Copyright©2015byRowman&Littlefield Allrightsreserved.Nopartofthisbookmaybereproducedinanyformorbyany electronicormechanicalmeans,includinginformationstorageandretrievalsystems, withoutwrittenpermissionfromthepublisher,exceptbyareviewerwhomayquote passagesinareview. BritishLibraryCataloguinginPublicationInformationAvailable LibraryofCongressCataloging-in-PublicationData Rethinkingreferenceforacademiclibraries:innovativedevelopmentsandfuturetrends/editedby CarrieForbes,JenniferBowers. p.cm. Includesbibliographicalreferencesandindex. ISBN978-1-4422-4451-1(cloth:alk.paper)–ISBN978-1-4422-4452-8(pbk.:alk.paper)–ISBN 978-1-4422-4453-5(ebook) 1.Academiclibraries–Referenceservices.2.Academiclibrarians–Effectoftechnologicalinnova- tionson.3.Libraries–Specialcollections–Electronicinformationresources.4.Academiclibrar- ies–UnitedStates–Casestudies.I.Forbes,Carrie,1975–editor.II.Bowers,Jennifer,1962–editor. Z675.U5R45672015 025.5'2777–dc23 2014031996 TMThepaperusedinthispublicationmeetstheminimumrequirementsofAmerican NationalStandardforInformationSciencesPermanenceofPaperforPrintedLibrary Materials,ANSI/NISOZ39.48-1992. PrintedintheUnitedStatesofAmerica Contents Acknowledgments vii Introduction:ReimaginingReferenceandResearchServicesforthe Twenty-First-CenturyAcademicLibrary ix JenniferBowersandCarrieForbes PartI:Collaboration:PartnershipsforLifelongLearning 1 1 StepAwayfromtheDesk:Re-castingtheReferenceLibrarian asAcademicPartner 3 MichaelCourtneyandAngelaCourtney 2 TheScholarlyCommons:EmergingResearchServicesfor GraduateStudentsandFaculty 17 MerindaKayeHensley PartII:Diversity:MeetingtheInformationNeedsofaChanging Demographic 33 3 TheRainbowConnection:ReferenceServicesfortheLGBT CommunityinAcademicLibraries 35 MatthewP.Ciszek 4 ReferenceServicesinaShiftingWorld:OtherLanguages,Other Services 51 ValeriaE.MolteniandEileenK.Bosch 5 AsNeedsChange,SoMustWe:ACaseStudyofInnovative OutreachtoChangingDemographics 69 LiFu v vi Contents PartIII:Technology:ReferenceServiceBeyondtheLibraryWalls 83 6 RovingReference:TakingtheLibrarytoItsUsers 85 ZaraWilkinson 7 ConnectingQuestionswithAnswers 99 EllieDworakandCarrieMoore PartIV:Assessment:DoesReferenceMakeaDifference? 115 8 TransformingReferenceServices:MoreThanMeetstheEye 117 KawannaBright,ConsuellaAskew,andLoriDriver 9 DialogicMapping:EvolvingReferenceintoanInstructional SupportforGraduateResearch 135 CorinneLavertyandElizabethA.Lee 10 DoestheReferenceDeskStillMatter?:AssessingtheDesk ParadigmattheUniversityofWashingtonLibraries 153 DebRaftusandKathleenCollins PartV:ProfessionalCompetencies:SkillsforaNewGeneration 167 11 FromReadyReferencetoResearchConversations:TheRoleof InstructioninAcademicReferenceService 169 MelanieMaksin 12 NecessitiesofLibrarianship:CompetenciesforaNewGeneration 185 DanielleColbert-Lewis,JamillahScott-Branch,andDavid Rachlin 13 ProfessionalCompetenciesfortheVirtualReferenceLibrarian: DigitalLiteracy,SoftSkills,andCustomerService 201 ChristineTobias 14 MediatingforDigitalPrimarySourceResearch:Expanding ReferenceServices 211 PeggyKeeran Index 225 AbouttheContributors 235 Acknowledgments We would like to thank Martin Dillon, our editor at Rowman & Littlefield, forhisencouragement,insightfulrecommendations,andthoughtfulguidance throughoutthisproject.Wewould alsolike to thankour colleagues Michael Levine-ClarkandPeggyKeeranfortheirwisecounselandMartinGarnerfor his timely suggestions, as well as recognizing our colleagues in the Refer- ence Department at the University of Denver for their support and enthu- siasm for embracing innovative reference services. Finally, we wish to ac- knowledge our contributors’ hard work, dedication, and valuable expertise, whichmadeeditingthisvolumeapleasure. vii

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The rapid development of the Web and Web-based technologies has led to an ongoing redefinition of reference services in academic libraries. A growing diversity of users and the need and possibility for collaboration in delivering reference services bring additional pressures for change. At the same
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The rapid development of the Web and Web-based technologies has led to an ongoing redefinition of reference services in academic libraries. A growing diversity of users and the need and possibility for collaboration in delivering reference services bring additional pressures for change. At the same

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