Ch. 1. Reference: The Nature of the Business -- Ch. 2. The Changing Role of the Reference Librarian -- Ch. 3. Communication Skills -- Ch. 4. Resources -- Ch. 5. Time and Space -- Ch. 6. Questions, In and Out -- Ch. 7. Reference Librarians as Trainers and Pathfinders -- Ch. 8. Statistics Can Help Ensure Quality -- Ch. 9. World Wide Web: Challenges and Opportunities -- App. A. Sample Reference Policy -- App. B. Sample Survey Form
Bibliography
Includes bibliographical references (pages 283-285) and index
