List of Figures and TablesPrefaceAcknowledgmentsPART I Fundamental Concepts1 Introduction to Reference and Information Services2 Determining the Question: In-Person, Telephone, and Virtual Reference Interviews3 Finding the Answer: Basic Search TechniquesPART II Introduction to Major Reference Sources4 Answering Questions about Books, Magazines, Newspapers, Libraries and Publishing, and Bibliographic Networks---Bibliographic Resources5 Answering Questions about Anything and Everything---Encyclopedias6 Answering Questions That Require Handy Facts---Ready Reference Sources7 Answering Questions about Words---Dictionaries, Concordances, and Manuals8 Answering Questions about Events and Issues, Past and Present---Databases (and Indexes)9 Answering Questions about Health, Law, and Business---Special Guidelines and Sources10 Answering Questions about Geography, Countries, and Travel--Atlases, Gazetteers, Maps, Geographic Information Systems, and Travel Guides11 Answering Questions about the Lives of People--Biographical Information Sources12 Answering Questions about Government and Related Issues---Government Information SourcesPART III Special Topics in Reference and Information Work13 When and How to Use the Internet as a Reference Tool14 Readers' Advisory Services Cindy Orr15 Reference Services for Children and Young Adults Sujin Huggins16 Information Literacy in the Reference DepartmentPART IV Developing and Managing Reference Collections and Services17 Ethics in Reference18 Selecting and Evaluating Reference Materials19 Reference as Programming20 Managing Reference Departments21 Assessing and Improving Reference Services22 Reference 2.023 The Future of Information ServiceAppendix RUSA Outstanding Reference Sources 2007-2018 About the Authors and ContributorsIndex of Reference ResourcesSubject Index