Includes bibliographical references and index.

Understanding reference services and collections today -- Moving toward new models of reference services -- Identifying new ways of providing reference services and communicating with users -- Choosing newer and better staffing models for ways of utilizing staff -- Providing outreach -- Bringing necessary change to the education and training of reference librarians -- Keeping up with change through more effective assessment -- Accepting how reference resources necessarily shape reference services -- Preparing to better serve our patrons today and tomorrow.