Part I. Fundamental concepts

Introduction to reference and information services

Determining the question : in-person, telephone, and virtual reference interviews

Finding the answer : basic search techniques

Part II. Introduction to major reference sources

Answering questions about books, magazines, newspapers, libraries and publishing, and bibliographic networks : bibliographic resources

Answering questions about anything and everything : encyclopedias

Answering questions that require handy facts : ready reference sources

Answering questions about words : dictionaries, concordances, and manuals

Answering questions about current events, issues and research topics : databases and indexes

Answering questions about law and business : special guidelines and sources

Answering questions about health : special guidelines and sources / Emily Vardell

Answering questions about geography, countries, and travel : atlases, gazetteers, maps, geographic information systems, and travel guides

Answering questions about the lives of people : biographical information sources

Answering questions about government and related issues : government information sources

Part III. Special topics in reference and information services

When and how to use the internet as the primary reference tool

Reference as programming

Readers' advisory services / Maria Fesz and Cindy Orr

Reference services for children and young adults / Melissa Gross

Information literacy in the reference department

Part IV. Developing and managing reference collections and services

Selecting and evaluating reference material

Managing reference departments

Assessing and improving reference services

Ethics in reference / Diana Floegel

Reference 2.0

The future of information services

Appendix A. RUSA outstanding reference sources 2012-2022

Appendix B. RUSA definition of reference (2021).

Introduction to reference and information services

Determining the question : in-person, telephone, and virtual reference interviews

Finding the answer : basic search techniques

Answering questions about books, magazines, newspapers, libraries and publishing, and bibliographic networks : bibliographic resources

Answering questions about anything and everything : encyclopedias

Answering questions that require handy facts : ready reference sources

Answering questions about words : dictionaries, concordances, and manuals

Answering questions about events and issues, past and present : databases (and indexes)

Answering questions about health, law, and business : special guidelines and sources

Answering questions about geography, countries, and travel : atlases, gazetteers, maps, geographic information systems, and travel guides

Answering questions about the lives of people : biographical information sources

Answering questions about government and related issues : government information sources

When and how to use the internet as a reference tool

Readers' advisory services / Cindy Orr

Reference services for children and young adults / Sujin Huggins

Information literacy in the reference department

Ethics in reference / Diana J. Floegel

Selecting and evaluating reference materials

Reference as programming

Managing reference departments

Assessing and improving reference services

Reference 2.0

The future of information service.