Overview
Customer service has become an important part of library service, particularly within the reference department. Recent technological changes in the library have added myriad resources and searching techniques to an already complex encounter. This book shows librarians how to combine creativity with professional expertise to serve patrons. In this updated edition, the sociological and technological changes and trends of the last decade are reflected. Current research methods in the areas of neutral questioning and interview evaluation have been incorporated, as have ALA's new guidelines and standards. After reviewing the historical background of and research on the reference interview, the authors discuss the effects of technology and how to serve special populations. Emphasizing training and development, the book covers evaluation techniques, various types of interviews (eg teaching interview, information interview, mediated search), problem patrons, and other issues. It also includes interview skill tests, rating sheets checklists, and a bibliography of training materials and resources for further study.
Full Product Details
Author: Elaine Z. Jennerich ,
Edward J. Jennerich
Publisher: Bloomsbury Publishing Plc
Imprint: Libraries Unlimited Inc
Edition: 2nd edition
Dimensions:
Width: 15.20cm
, Height: 1.50cm
, Length: 22.90cm
Weight: 0.397kg
ISBN: 9781563084669
ISBN 10: 156308466
Pages: 128
Publication Date: 15 May 1997
Recommended Age: From 7 to 17 years
Audience:
Professional and scholarly
,
Professional & Vocational
Format: Hardback
Publisher's Status: Active
Availability: In Print
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Reviews
?Shows librarians how to combine creativity with professional expertise to improve customer service.?-Reference and Research Book News ?This book is highly recommended for all libraries, academic ones in particular.?-Journal of Academic Librarianship ?An ideal overview of the interview process.?-Public Library Quarterly ?An ideal overview of the interview process.??Public Library Quarterly An ideal overview of the interview process. -Public Library Quarterly This book is highly recommended for all libraries, academic ones in particular. -Journal of Academic Librarianship Shows librarians how to combine creativity with professional expertise to improve customer service. -Reference and Research Book News
?Shows librarians how to combine creativity with professional expertise to improve customer service.?-Reference and Research Book News
Author Information
ELAINE Z. JENNERICH is Staff Development and Training Coordinator, Suzzallo Library, University of Washington, Seattle. She received the Award in Librarianship from the Special Libraries Council of Philadelphia in 1970. EDWARD J. JENNERICH is Associate Provost for Academic Administration and Dean of the Graduate School, Seattle University, Washington.
