New York, NY (July 31, 2009) – Today’s ever-evolving information environment requires a significantly broader skill set and a sound understanding of traditional and emerging reference sources, service practices and strategies. Through integrated coverage of print, electronic and Web-based sources, Reference and Information Services in the 21st Century: An Introduction, Second Edition, to be published by Neal-Schuman on September 10, 2009, provides a comprehensive guide to the fundamental concepts, essential resources, search techniques, and managerial tasks inherent to twenty-first century reference.

New chapters on cutting-edge technology, expanded coverage of marketing reference service, innovations in how to provide chat and IM reference, and a discussion of staff competencies needed now and in the future extend the co-authors’ reputation for a firm grasp on real-world practice. Guided by a national advisory board* of field leaders, Cassell and Hiremath provide failsafe methods for identifying important materials by matching specific types of questions to the best available sources regardless of format.

Part 1, Fundamental Concepts, gives readers a brief history of reference service in libraries, an overview of the breadth of services that fall under the reference umbrella, and outlines best practices for determining user questions across in-person, telephone, and virtual reference interviews. Part II, Introduction to Major Reference Sources, focuses on the how, what, where, who, and when questions as they correlate to authoritative resources. This section’s nine chapters span the gamut of resources, including books, magazines, newspapers, encyclopedias, ready reference, dictionaries, and more. Each chapter begins with an overview of essential resources and how they are applied to different types of questions, and also includes sample questions and answers, related sources, guidance for collection development and maintenance, a Top Ten list of resources, and a list of recommended free Web sites.

Part III, Special Topics in Reference and Information Work, outlines the strengths, weaknesses and complications involved with using the Internet as a reference tool, and provides a practical five-step approach to its best uses in reference transactions. Acclaimed expert Mary K. Chelton contributes two chapters that explore common types of Reader’s Advisory queries, offers advice for handling RA requests, and provides a list of resources for consultation. Chelton also examines the unique opportunities and challenges specific to reference work with children and young adults. Part IV, Developing and Managing Reference Collections and Services, covers material selection and evaluation, staff, service, and department management, and assessment and improvement. There is a comprehensive guide to “Reference 2.0” that provides a snapshot of prominent Web 2.0 tools and technologies. Cassell and Hiremath conclude with a look ahead to the continuing evolution of the reference field.

In addition to a comprehensive appendix that lists the RUSA Outstanding Reference Resources from the last five years, the authors also provide a companion Web site (http://www.neal-schuman.com/reference21st2nd) that includes updates, new annotated bibliographies and important emerging trends. Reference and Information Services in the 21st Century: An Introduction, Second Edition is extraordinarily useful as both an LIS course textbook and a practitioner’s guide to acquiring essential skill sets and putting them to practical use in their own institutions.

Reference and Information Services in the 21st Century: An Introduction, Second Edition
ISBN: 978-1-55570-672-2 .
2009. 6 x 9. 367pp. $69.95.

* Members of the Advisory Board are: Marie L. Radford (Rutgers University), Anita Ondrusek (Valdosta State University), Cheryl Knott Malone (University of Arizona), Stephanie Maatta (University of South Florida).

About the Authors
Kay Ann Cassell is a Lecturer and Director of the MLIS Program in the School of Communication, Information and Library Studies at Rutgers, the State University of New Jersey. She was formerly the Associate Director of Collections and Services for the Branch Libraries of the New York Public Library, and a past president of the Reference and User Services Association of ALA.
Uma Hiremath is Assistant Director at the Ames Free Library, Massachusetts. She was formerly Assistant Director at the Thayer Public Library, Massachusetts, Head of Reference at the West Orange Public Library, New Jersey, and Supervising Librarian at the New York Public Library.

About Neal-Schuman Publishers
Neal-Schuman Publishers is a leading publisher of professional books for librarians, archivists and knowledge managers. Founded in 1976, Neal-Schuman Publishers is based in New York City, with offices in London, UK.

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