Based on the latest research in communication theory but tailored specifically for real-world application, this updated manual speaks equally to the needs of students preparing to enter the profession and those who are already fielding reference inquiries. The authors, working in consultation with a stellar advisory board of scholars and practitioners, present a convenient and comprehensive resource that will teach you how to understand the needs of public, academic, and special library users across any virtual setting―including email, text messaging, and social media―as well as in traditional and face-to-face models of communication. Packed with exercises and examples to help you practice effective reference transactions and avoid common pitfalls, this book tackles the fundamentals of the reference interview, from why it’s important in the first place to methods for setting the stage for a successful interview and techniques for finding out what the library user really wants to know; covers the ins and outs of the readers’ advisory interview; examines a wide range of contexts, such as children, young adults, parents, seniors, adults from diverse communities, and those with disabilities; presents case studies of innovative reference and user encounters at a variety of libraries; offers updated coverage of virtual reference, including new research, virtual reality transcripts, and a look at crowd-sourcing reference via social media; features new content on common microaggressions, with guidance on how to use awareness of emotion as a factor in reference interactions to ensure better outcomes; discusses topics such as respecting/protecting privacy, overcoming assumptions, implicit judgment, the importance of context, determining the real information need, and many other lessons learned from challenging reference encounters; and thoroughly addresses policy and training procedures, as well as the unique challenges faced by paraprofessionals and non-degreed staff.Find your bearings in the continually evolving hybrid reference environment through proven strategies, advice, exercises, and research from three experts in the field.

Conducting the Reference Interview (How-To-Do-It Manuals)

Sheldrick Ross, Catherine

Nilsen, Kirsti

Radford, Marie L.

Reference

ALA Neal-Schuman

The reference interview is key to the practice of librarianship. Now, Ross, Nilsen, and Dewdney outline the most effective methods librarians can use to find out exactly what a user needs to know. Packed with solid advice, exercises, strategies, models of human communications, and exercises for avoiding common pitfalls, the authors also offer dozens of examples of both successful and problematic reference interviews with constructive critiques and suggestions.

Conducting the Reference Interview: A How-To-Do-It Manual for Librarians (How to Do It Manuals for Librarians)

Computers & Technology

Ross, Catherine Sheldrick

Dewdney, Patricia

Internet & Social Media

Neal Schuman Pub

This updated and expanded version of the training guide Booklist called one of the most valuable professional publications to come off the presses in a long time is completely revised with new sections outlining the opportunities offered by contemporary communication media. This third edition incorporates updated and expanded references with more resource information on cross-cultural communication, including new applications of communication principles and the latest research-based material on communication in general. Ross, together with new co-author Nilsen, has maintained and updated sections on 
<ul>
<li>Mastering individual skills</li> <li>Sensitivity to cultural, ethnic, and linguistic issues</li> <li>Communicating with current technology using presentation software</li> </ul> Practical tips and skills training exercises, examples of common library situations, interesting research facts, a special section on support staff, and references to other sources are listed throughout this practical guide.

Communicating Professionally: A How-To-Do-It Manual for Librarians (How-To-Do-It Manuals)

Politics & Social Sciences

Social Sciences

The Impact of Information Policy: Measuring the Effects of the Commercialization of Canadian Government Statistics (Contemporary Studies in Information Management, Policy, and Services)

This book focuses on the effects of information policy. While information policy studies often consider the ideology underlying policy, the policy process, the stakeholders and players in that process, and the nature of the outcomes of policy development, there have been few studies that focus on the ultimate effects of information policy. This book looks at effects from two perspectives. First, it examines the impact of government-wide information policies on a specific government agency in terms of its dissemination policies for the information it provides. Secondly, the effects of the ensuing agency information policies on social science research are examined.
The government-wide policies of interest here are cost-recovery and restraint initiatives imposed by the Canadian federal government in the mid-1980s. The policy statements specifically identified government information as an area in which increased revenues could be generated. Such de facto information policies can have a wide effect on government information production and dissemination. In this book, the history and background of the policies is considered and the effects were empirically examined using multiple methods of analysis. The period covered is mid-1980s through mid-1990s. An epilogue chapter provides information on recent policy developments in Canada and the continuing effects of the policies of the 1980s.

The Impact of Information Policy: Measuring the Effects of the Commercialization of Canadian Government Statistics (Contemporary Studies in Information Management, Policies, and Services)

Business & Money

Economics

Praeger

This book focuses on the effects of information policy. While information policy studies often consider the ideology underlying policy, the policy process, the stakeholders and players in that process, and the nature of the outcomes of policy development, there have been few studies that focus on the ultimate effects of information policy. This book looks at effects from two perspectives. First, it examines the impact of government-wide information policies on a specific government agency in terms of its dissemination policies for the information it provides. Secondly, the effects of the ensuing agency information policies on social science research are examined.The government-wide policies of interest here are cost-recovery and restraint initiatives imposed by the Canadian federal government in the mid-1980s. The policy statements specifically identified government information as an area in which increased revenues could be generated. Such de facto information policies can have a wide effect on government information production and dissemination. In this book, the history and background of the policies is considered and the effects were empirically examined using multiple methods of analysis. The period covered is mid-1980s through mid-1990s. An epilogue chapter provides information on recent policy developments in Canada and the continuing effects of the policies of the 1980s.

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Books by Nilsen, Kirsti