Shows librarians how to combine creativity with professional expertise to improve customer service. After reviewing the historical background of and research on the reference interview, chapters discuss the effects of technology, serving special populations, various types of interviews, problem patrons, and training. Includes interview skills tests, rating sheets, and checklists. This edition reflects sociological and technological changes over the past decade.that the reference desk is being videotaped for purposes of professional development should help the library patrons to understand why they are ... In other words, this should be perceived as a positive situation rather than a negative one.
|Title||:||The Reference Interview as a Creative Art|
|Author||:||Elaine Zaremba Jennerich, Edward J. Jennerich|
|Publisher||:||Libraries Unltd Incorporated - 1997|