Diane Zabel is Louis and Virginia Benzak Business Librarian at The Pennsylvania State University.

• CONTENTS Preface Linda C. Smith Acknowledgments Introduction Diane Zabel Part I: OUR CHANGING USERS Chapter 1: Who Are Our Users? Scanning the Environment to Detect Trends Ellysa Stern Cahoy Part II: NEW AND IMPROVED SERVICE MODELS Chapter 2: Demystifying Virtual Reference Daniel Hickey Chapter 3: Going beyond the Desk: 21st-Century Reference, Outreach, and Teaching Services Elizabeth McKeigue and Laura Farwell Blake Chapter 4: The Integrated Services Model: Information Commons in Libraries Juliet Rumble Chapter 5: Librarians in Second Life and Future Virtual Worlds Alexia Hudson Chapter 6: An Exploration of the Hybrid Reference Service Model: Keeping What Works Marie L. Radford and Scott Vine Part III: NEW AND REVISED ROLES FOR REFERENCE LIBRARIANS Chapter 7: The Embedded Academic Librarian Susan Sharpless Smith and Lynn Sutton Chapter 8: Community Reference Work James LaRue Chapter 9: Contemporary and Future Roles for Readers' Advisory in Public Libraries Barry Trott and Neil Hollands Chapter 10: Leisure Reading Collections in College and University Libraries: Have Academic Librarians Rediscovered Readers' Advisory? Anne Behler Chapter 11: Librarian as Marketer: Learning to Promote Reference and Outreach Services Elisabeth Leonard Chapter 12: Reference Quality: A Primer on Methods and Tools for Assessing Reference Services Julie A. Gedeon and Joseph A. Salem, Jr. Part IV: OLD TOOLS/NEW TOOLS: THE ROLE OF TECHNOLOGY IN REFERENCE SERVICE Chapter 13: Telephone Reference as the Past and the Future of Library Service M. Kathleen Kern Chapter 14: Reconfiguring Reference Services for Mobile Devices Jim Hahn Chapter 15: Using Online Social Networking Tools for Reference and Outreach Emily Rimland Chapter 16: What's Next? Tracking Tech Trends Michael Stephens Part V: REFERENCE COLLECTION DEVELOPMENT Chapter 17: From Print to E-Reference David A. Tyckoson Chapter 18: Digital Visibility: Creating Usable Interfaces So Users Can Find Resources Jody Condit Fagan and Meris A. Mandernach Chapter 19: Scholarly Communication: Library as Content Provider-Digital Projects to Support Reference and User Services Linda Friend Part VI: STAFFING 21ST-CENTURY LIBRARIES Chapter 20: What Skills Are Needed for the Next Generation of Librarians? Sally W. Kalin Chapter 21: Retirements in Reference: Passing the Torch to the Next Generation of Reference Librarians Charlotte Ford and Lili Luo Part VII: THE EDUCATION AND TRAINING OF REFERENCE LIBRARIANS Chapter 22: The Education of Reference Librarians: A Detailed Survey and Analysis Lisa G. O'Connor Chapter 23: The Guide to Reference and Learning Reference Librarianship Robert H. Kieft Chapter 24: Practitioners as Adjunct Teachers Christopher LeBeau Chapter 25: Outside the School Doors: Lessons Learned after Library School Amber A. Prentiss Index About the Editor and Contributors

"Essential for public service librarians—academic and public, both veterans and new to the profession—and for students or potential students in information science. Highly recommended." - Library Journal

Diane Zabel is Louis and Virginia Benzak Business Librarian at The Pennsylvania State University.

• CONTENTS Preface Linda C. Smith Acknowledgments Introduction Diane Zabel Part I: OUR CHANGING USERS Chapter 1: Who Are Our Users? Scanning the Environment to Detect Trends Ellysa Stern Cahoy Part II: NEW AND IMPROVED SERVICE MODELS Chapter 2: Demystifying Virtual Reference Daniel Hickey Chapter 3: Going beyond the Desk: 21st-Century Reference, Outreach, and Teaching Services Elizabeth McKeigue and Laura Farwell Blake Chapter 4: The Integrated Services Model: Information Commons in Libraries Juliet Rumble Chapter 5: Librarians in Second Life and Future Virtual Worlds Alexia Hudson Chapter 6: An Exploration of the Hybrid Reference Service Model: Keeping What Works Marie L. Radford and Scott Vine Part III: NEW AND REVISED ROLES FOR REFERENCE LIBRARIANS Chapter 7: The Embedded Academic Librarian Susan Sharpless Smith and Lynn Sutton Chapter 8: Community Reference Work James LaRue Chapter 9: Contemporary and Future Roles for Readers' Advisory in Public Libraries Barry Trott and Neil Hollands Chapter 10: Leisure Reading Collections in College and University Libraries: Have Academic Librarians Rediscovered Readers' Advisory? Anne Behler Chapter 11: Librarian as Marketer: Learning to Promote Reference and Outreach Services Elisabeth Leonard Chapter 12: Reference Quality: A Primer on Methods and Tools for Assessing Reference Services Julie A. Gedeon and Joseph A. Salem, Jr. Part IV: OLD TOOLS/NEW TOOLS: THE ROLE OF TECHNOLOGY IN REFERENCE SERVICE Chapter 13: Telephone Reference as the Past and the Future of Library Service M. Kathleen Kern Chapter 14: Reconfiguring Reference Services for Mobile Devices Jim Hahn Chapter 15: Using Online Social Networking Tools for Reference and Outreach Emily Rimland Chapter 16: What's Next? Tracking Tech Trends Michael Stephens Part V: REFERENCE COLLECTION DEVELOPMENT Chapter 17: From Print to E-Reference David A. Tyckoson Chapter 18: Digital Visibility: Creating Usable Interfaces So Users Can Find Resources Jody Condit Fagan and Meris A. Mandernach Chapter 19: Scholarly Communication: Library as Content Provider-Digital Projects to Support Reference and User Services Linda Friend Part VI: STAFFING 21ST-CENTURY LIBRARIES Chapter 20: What Skills Are Needed for the Next Generation of Librarians? Sally W. Kalin Chapter 21: Retirements in Reference: Passing the Torch to the Next Generation of Reference Librarians Charlotte Ford and Lili Luo Part VII: THE EDUCATION AND TRAINING OF REFERENCE LIBRARIANS Chapter 22: The Education of Reference Librarians: A Detailed Survey and Analysis Lisa G. O'Connor Chapter 23: The Guide to Reference and Learning Reference Librarianship Robert H. Kieft Chapter 24: Practitioners as Adjunct Teachers Christopher LeBeau Chapter 25: Outside the School Doors: Lessons Learned after Library School Amber A. Prentiss Index About the Editor and Contributors

"Essential for public service librarians—academic and public, both veterans and new to the profession—and for students or potential students in information science. Highly recommended." - Library Journal

Diane Zabel is Louis and Virginia Benzak Business Librarian at The Pennsylvania State University.

• CONTENTS Preface Linda C. Smith Acknowledgments Introduction Diane Zabel Part I: OUR CHANGING USERS Chapter 1: Who Are Our Users? Scanning the Environment to Detect Trends Ellysa Stern Cahoy Part II: NEW AND IMPROVED SERVICE MODELS Chapter 2: Demystifying Virtual Reference Daniel Hickey Chapter 3: Going beyond the Desk: 21st-Century Reference, Outreach, and Teaching Services Elizabeth McKeigue and Laura Farwell Blake Chapter 4: The Integrated Services Model: Information Commons in Libraries Juliet Rumble Chapter 5: Librarians in Second Life and Future Virtual Worlds Alexia Hudson Chapter 6: An Exploration of the Hybrid Reference Service Model: Keeping What Works Marie L. Radford and Scott Vine Part III: NEW AND REVISED ROLES FOR REFERENCE LIBRARIANS Chapter 7: The Embedded Academic Librarian Susan Sharpless Smith and Lynn Sutton Chapter 8: Community Reference Work James LaRue Chapter 9: Contemporary and Future Roles for Readers' Advisory in Public Libraries Barry Trott and Neil Hollands Chapter 10: Leisure Reading Collections in College and University Libraries: Have Academic Librarians Rediscovered Readers' Advisory? Anne Behler Chapter 11: Librarian as Marketer: Learning to Promote Reference and Outreach Services Elisabeth Leonard Chapter 12: Reference Quality: A Primer on Methods and Tools for Assessing Reference Services Julie A. Gedeon and Joseph A. Salem, Jr. Part IV: OLD TOOLS/NEW TOOLS: THE ROLE OF TECHNOLOGY IN REFERENCE SERVICE Chapter 13: Telephone Reference as the Past and the Future of Library Service M. Kathleen Kern Chapter 14: Reconfiguring Reference Services for Mobile Devices Jim Hahn Chapter 15: Using Online Social Networking Tools for Reference and Outreach Emily Rimland Chapter 16: What's Next? Tracking Tech Trends Michael Stephens Part V: REFERENCE COLLECTION DEVELOPMENT Chapter 17: From Print to E-Reference David A. Tyckoson Chapter 18: Digital Visibility: Creating Usable Interfaces So Users Can Find Resources Jody Condit Fagan and Meris A. Mandernach Chapter 19: Scholarly Communication: Library as Content Provider-Digital Projects to Support Reference and User Services Linda Friend Part VI: STAFFING 21ST-CENTURY LIBRARIES Chapter 20: What Skills Are Needed for the Next Generation of Librarians? Sally W. Kalin Chapter 21: Retirements in Reference: Passing the Torch to the Next Generation of Reference Librarians Charlotte Ford and Lili Luo Part VII: THE EDUCATION AND TRAINING OF REFERENCE LIBRARIANS Chapter 22: The Education of Reference Librarians: A Detailed Survey and Analysis Lisa G. O'Connor Chapter 23: The Guide to Reference and Learning Reference Librarianship Robert H. Kieft Chapter 24: Practitioners as Adjunct Teachers Christopher LeBeau Chapter 25: Outside the School Doors: Lessons Learned after Library School Amber A. Prentiss Index About the Editor and Contributors

"Essential for public service librarians—academic and public, both veterans and new to the profession—and for students or potential students in information science. Highly recommended." - Library Journal