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3. Reference and Information Services
User education
User surveys
User needs
3.1. The Reference Process
3.1.1. Definition of terms
3.1.2. Classification of reference questions
3.1.2.1. Direction
3.1.2.2. Ready reference
3.1.2.3. Specific search
3.1.2.4. Research
3.1.3. Methods and techniques
3.1.3.1. Reference interview
3.1.3.2. Approaches in answering queries
3.1.3.2.1. By subject
3.1.3.2.2. By source
3.1.3.2.3. By purpose
3.1.3.2.4. By inquirer
3.1.3.3. Length of time spent on a question
3.1.3.4. Levels of reference service
3.1.3.4.1. Conservative/minimum
3.1.3.4.2. Moderate/middling
3.1.3.4.3. Liberal/maximum
3.1.4. Steps in literature searching
3.1.5. Developing basic library skills
3.1.6. Causes of unanswered questions
3.2. Reference Services in the Library
3.2.1. Direct
3.2.1.1. Inquiry answering service, personal assistance, etc.
3.2.1.2. Formal or informal instruction in the use of the library or information center and its resources
3.2.1.3. Electronic conferencing, e-mail reference service
3.2.2. Indirect
3.2.2.1. Access to a wide range of information sources
3.2.2.2. Selection of reference materials
3.2.2.3. Reference admission
3.2.2.4. Interlibrary loans
3.2.2.5. Document delivery
3.2.2.6. Evaluation of the reference department/section
3.2.2.7. Miscellaneous tasks
3.3. Information Services
3.3.1. Types and functions
3.3.1.1. Current Awareness Service (CAS)
3.3.1.2. Selective Dissemination of Information (SDI)
3.3.1.3. Abstracting and indexing service
3.3.1.4. Technical inquiry service
3.3.1.5. Translation service
3.3.1.6. Reprographic service
3.3.1.7. Bibliographic service
3.3.1.8. Other services
3.4. Computer-Assisted Reference Service
3.4.1. Use of computers in reference service
3.4.2. Computer-assisted search
3.4.2.1. Online search
3.4.2.2. Search strategy
3.4.3. Types of computer searches
3.4.3.1. CD-ROM searches
3.4.3.2. Internet search
3.4.4. Computer-assisted search vs. manual search
3.5. Bibliographic Networks
3.5.1. Function of bibliographic networks
3.5.2. Use of networks in reference service
3.5.3. Major bibliographic networks
3.5.3.1. Online Computer Library Center (OCLC)
3.5.3.2. Research Libraries Information Network (RLIN)
3.5.3.3. Western Library Network (WLN)
3.5.3.4. University of Toronto Libraries Automated System (UTLAS)
3.5.4. Bibliographic networks in the Philippines
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