Reference collections, reference services, and the change from text to technology

The transition from printed to digital versions of reference works has important consequences not only for those materials as collections of resources, but also for the ways in which libraries select and use those materials. Users are attracted by the benefits of online tools: remote access, around the clock access, access to multiple copies, and improved searching features. Librarians are aware of the drawbacks: the absence of some content, technical complexity, higher costs, and risks that arise when leased access replaces ownership. Database purchasing decisions may bypass the expertise of subject bibliographers, while aggregators, consortia and grant‐makers play new roles in defining the content of library collections. The technical and mechanical problems associated with databases present new challenges to reference desk staff, and introduce systems staff as partners. Successful engagement with change includes an appreciation of users’ expectations, and a positive attitude.