The Reference Interview As a Creative Art / Edition 2

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Emphasizing training and development, this book covers evaluation techniques, various types of interviews, problem patrons, and other issues.

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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Editorial Reviews

Shows librarians how to combine creativity with professional expertise to improve customer service. After reviewing the historical background of and research on the reference interview, chapters discuss the effects of technology, serving special populations, various types of interviews, problem patrons, and training. Includes interview skills tests, rating sheets, and checklists. This edition reflects sociological and technological changes over the past decade. Annotation c. by Book News, Inc., Portland, Or.
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Product Details

  • ISBN-13: 9781563084669
  • Publisher: Libraries Unlimited
  • Publication date: 5/21/1997
  • Edition description: REV
  • Edition number: 2
  • Pages: 128
  • Product dimensions: 9.30 (w) x 6.30 (h) x 0.60 (d)

Meet the Author

ELAINE Z. JENNERICH is Staff Development and Training Coordinator, Suzzallo Library, University of Washington, Seattle. She received the Award in Librarianship from the Special Libraries Council of Philadelphia in 1970.

EDWARD J. JENNERICH is Associate Provost for Academic Administration and Dean of the Graduate School, Seattle University, Washington.

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Table of Contents



Chapter 1: Setting the Stage

Chapter 2: The Actor's Tools

Chapter 3: Teaching the Role

Chapter 4: Casting

Chapter 5: On Stage

Chapter 6: Backdrops and Props

Chapter 7: Rehearsals

Chapter 8: One-Person Shows

Chapter 9: Special Performance

Chapter 10: The Critics and Reviews

Chapter 11: Finale



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