Sinopsis
Emphasizing training and development, this book covers evaluation techniques, various types of interviews, problem patrons, and other issues. Customer service, so important to success in business, is also a vital part of library service. Perhaps nowhere else does the concept play such a significant role as in the library 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 produce the happiest of results-a satisfied patron. Completely updated, this new edition reflects sociological and technological changes and trends that have transpired in the last decade. 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 while covering evaluation techniques.
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Acerca del autor
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.
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The Reference Interview As a Creative Art
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Bloomsbury Publishing USA, 1997
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ISBN 13: 9781563084669
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Hardcover. Condición: new. Hardcover. 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. This edition reflects sociological and technological changes and trends that have transpired in the last decade. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Nº de ref. del artículo: 9781563084669
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Hardcover. Condición: new. Hardcover. 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. This edition reflects sociological and technological changes and trends that have transpired in the last decade. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. Nº de ref. del artículo: 9781563084669
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