118 Bibliography
Wilkins, Craig. “Training Staff for Business Reference.” Journal of Library Administration 29,
no. 1 (2000): 37–45. Discusses the elements of effective business reference training
and cites examples of training techniques.
WOREP, The Wisconsin Ohio Reference Evaluation Program. https://worep .library.kent.edu.
Website of the reference evaluation program (WOREP) developed by Charles Bunge
and Marjorie Murfin in 1983.
Yates, Rochelle. A Librarian’s Guide to Telephone Reference Service. Hamden, CT: Library
Professional Publications, 1986. A helpful albeit dated handbook on telephone
reference service.
Zabel, Diane, ed. Reference Reborn: Breathing New Life into Public Services Librarianship. Santa
Barbara, CA: Libraries Unlimited, 2011. Essays on current trends, developments,
and challenges by some of the leaders in the fields of reference and public services
librarianship.http://www.ebook3000.com