CD‐ROM and the undergraduate: Reference and instruction at risk

A barrage of criticism has been leveled recently at those librarians championing the importance of bibliographical instruction and the reference interview. Some critics claim reference librarians, unable to restrain their “yen to teach,” insist on telling patrons which sources to use and which to avoid instead of providing them with requested materials. According to this view, instruction has replaced service, despite the evidence showing patrons prefer “user‐friendly CD‐ROMs such as Infotrac” to more traditional print reference services. In fact, claims one writer, the entire concept of the reference interview (or at least its present permutation) is a myth. Patron queries may need clarification, but no drawn‐out, analyzed interaction with patrons is mandatory for providing effective reference. Instead of posing counter‐questions, which may illustrate ineptitude as much as perspicacity, librarians should redirect their efforts toward mastering substantive knowledge.