This is the third edition of Cassell and Hiremath’s work and it continues to hold its position as an important text for students and as a resource for practitioners. As the authors allude in their preface, “references service has become more complex and is in a constant state of flux”. Keeping abreast of these complexities in a rapidly changing information environment is not an easy task. And in many jurisdictions, justifying any reference service at all is a challenge with the ever-increasing perception among those who fund library services that it is all so easy and individuals do not need help and support to meet their information needs.
This worthy text is divided into four key sections: Part 1, Fundamental concepts; Part 2, Introduction to major reference sources; Part 3, Special topics in reference and information work; and Part 4, Developing and managing reference collections and services. These sections are divided into 22 clearly titled chapters. There is also a comprehensive appendix listing major reference sources (with notations to their discussion in text), a subject index and the RUSA Outstanding Reference Sources from 2007-2012. This structure allows the reader to dip in and out of the sections to meet current need, making the work applicable to both students and practitioners. Students will find sections on search techniques and other “how to” guides useful for their learning; practitioners will find the sections on developing and managing services, assessing services and the lists of reference sources very helpful.
Part 3 of this book discusses special topics in reference and information services, and includes sections on Using the Internet in reference work, Readers’ advisory, Reference sources and services for young people and Information literacy in the reference department. Many libraries have designated reference departments and staff, but, increasingly, as reference work evolves in the digital era, many do not. This middle section of the book provides considerable scope for practitioners to gain skills in areas new to them.
One omission from the book is a section about reference and information services provided outside libraries. Librarians have skill sets that have the potential to be exploited in many other forms of information services other than libraries, and many librarians are employed in these roles. As the information environment becomes more complex (and convergent) and members of the community seek support to navigate these complexities, the library may not immediately come to mind as a place where this information need can be met. Two issues confront us here: one, to change perceptions about what libraries do and the information needs that can be met there, and two, to move our skill sets into a broader context of information centres and services that are not library based. A section on reference and information services provided outside libraries would be a valuable addition to the book. (See for instance www.webjunction.org/news/webjunction/the-future-of-reference-is-outside-the-library.html.)
The final section of the book deals, appropriately, with the future of information service. The authors are candid in their discussion of the need for those working in reference services to understand more fully where their clients are “at” in terms of technology and how it is impacting on their information behaviour. A major concern for those working in reference work is that many people do not know what they don’t know, do not understand the relative worth of different types of information and do not have the skills (or even perceive the need) to be discerning in their use of information that they are exposed to. Another challenge is the current trend to skim sources rather than to dig more deeply to find the information required. These information behaviour trends present considerable challenges for those providing reference and information services, both in libraries and elsewhere.
The sad thing about this very solid text is that it has great applicability to users too, yet it won’t be read by them. If we could more effectively educate the public about the vast array and quality of reference sources available to support their information-seeking, and why libraries and library staff are important in that quest, we would do much to improve information-seeking and use in the wider community. It would likewise update the image of the services we provide and their worth. It is a pity that this book will not be used by a wider audience and that most of the excellent reference sources available will continue to be under-utilised in an increasingly “Google-ised” world. To this end, the authors rightly ask us to consider how we might develop new service models, what competencies will librarians of the future need to serve their clients needs and, indeed, does reference have a future? These are questions that we all have a role in answering. Meanwhile, the reference sources and techniques made available in this book can only help us serve our users more effectively. What we do about the non-users is a work in progress!
