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.