by Catherine Sheldrick Ross (Author), Lorsto Nilsen (Author), Marie L. Radford (Author)

The revised 2nd edition of this practical how-to for all types of librarians will teach you to understand the needs of public, academic, and special library users across any virtual setting--email, text messaging, and social networking Web sites--as welll as in traditional and face-to-face models of communication. Based on the latest research in communication theory, the book includes new exercises and examples to help you practice effective reference transactions and avoid common pitfalls. Guidance for helping users with special language-related needs (such as speech and hearing disabilities and English language learners) and social difficulties is also included, as are updated chapters on readers' advisory interviewing and policy and training procedures. An extensively revised chapter on virtual reference features new sections on live chat and instant messaging services as well as a discussion of Web 2.0 initiatives and updated information on email reference.