116 Bibliography
Pellack, Lorraine J. “First Impressions and Rethinking Restroom Questions.” Reference and
User Services Quarterly 49, no. 1 (2009): 4–6. Reminds us that every patron’s question
is important.
Radford, Marie L. “A Personal Choice: Reference Service Excellence.” Reference and User
Services Quarterly 48, no. 2 (2008): 110–15. An insightful, often inspirational editorial
on excellence in reference service.
Radford, Marie L., and R. David Lankes, eds. Reference Renaissance: Current and Future Trends.
New York: Neal-Schuman, 2010. A collection of essays based on the presentations
given at the 2008 “Reference Renaissance: Current and Future Trends” conference.
Reference Services Manual. University of Massachusetts–Amherst. ERIC Document ED 200 211.
The policy statement for reference service at the University of Massachusetts–Amherst.
Reitz, Joan M. Dictionary for Library and Information Science. Westport, CT: Libraries
Unlimited, 2004. A comprehensive library lexicon that is also available online at
http://lu.com/odlis/.
Rettig, James, ed. Distinguished Classics of Reference Publishing. Phoenix: Oryx, 1992. Signed
essays tracing the history of thirty-one enduring reference works.
Riechel, Rosemarie. Improving Telephone Information and Reference Services in Public Libraries.
New York: Neal-Schuman, 1987. Advice and suggestions for improving telephone
reference service circa 1987.
Ronan, Jana Smith. Chat Reference: A Guide to Live Virtual Reference Services. Westport, CT:
Libraries Unlimited, 2003. A comprehensive guide to virtual reference that includes
practical advice and real-life case studies.
Ross, Catherine Sheldrick. “The Reference Interview: Why It Needs to Be Used in Every
(Well, Almost Every) Reference Transaction.” Reference and User Services Quarterly 43,
no. 1 (2003): 38–43. A presentation from the RUSA President’s Program at the 2002
ALA Annual Conference in which the author summarizes current research and offers
her reflections on the reference interview.
Ross, Catherine Sheldrick, and Patricia Dewdney. “Negative Closure: Strategies and Counter-
Strategies in the Reference Interview.” Reference and User Services Quarterly 38, no. 2
(1998): 151–64. Analyzes the ways in which reference transactions are brought to
an end.
Ross, Catherine Sheldrick, Kirsti Nilsen, and Marie L. Radford. Conducting the Reference
Interview: A How-to-Do-It Manual for Librarians. New York: Neal-Schuman, 2009.
Practical advice based on current research in communication theory, real-life
examples, and helpful strategies abound in this comprehensive handbook.
Ross, Celia. “Keeping Up with Business Reference.” Journal of Business and Finance
Librarianship 13, no. 3 (2008): 363–70. Strategies for staying current in the practice of
business librarianship.
Schmidt, Aaron, and Michael Stephens. “IM Me.” Library Journal 130, no. 6 (April 1, 2005):
34–35. Promotes the use of instant messaging in reference service and describes some
of its best practices.http://www.ebook3000.com