Managing reference today : new models and best practices
"Reference collections and services have changed considerably in the last three decades. We have moved from all services coming from the reference desk to a more fluid environment where users can be served in person, by phone, email, virtual reference/chat, instant messaging, texting, skyping, etc. Collections have changed too - from print collections, microfilm, microfiche and microcards to e-resources and e-books plus e-research collections in...