Paper No : 04 Information Sources, Systems and Services

Module : 20 Reference Librarian: Role, Skills, and Competencies Other

Development Team
Principal Investigator
Dr. Jagdish Arora, Director
&
INFLIBNET Centre, Gandhinagar
Subject Coordinator

Mrs Renu Arora

Paper Coordinator Former Head, Education and Training, NISCAIR

Prof Sewa Singh

Content Writer Retd Professor, Guru Nanak Dev University, Amritsar

Mrs Renu Arora

Content Reviewer Former Head, Education and Training, NISCAIR
 Module 20: Reference Librarian: Role, Skills, and Competencies

I. Objectives

• To understand the role of reference librarian in providing reference and information

services
• Know about the skills and other competencies required for reference librarian.

II. Learning Outcome

• After reading this module, you will able to:

• Know the importance of reference librarian’s role and
• Understand the change in functions of reference librarian and
• Learn about skills and competencies reference librarian needs to require.

III. Module Structure

1. Introduction
2. Role of Reference Librarian
2.1 Paradigm Shift in Role of Reference Librarian
3. Skills of Reference Librarian
3.1 Professional Skills and Competencies
3.1.1 Knowledge about Reference and Information Sources and their Effective Use
3.1.2 Broad Knowledge about Subjects
3.1.3 Experience in Research Projects
3.1.4 Skills in Conducting Reference Interview
3.1.5 Skills and Competencies of Access
3.1.6 Skills for Collaboration
3.1.7 Professional Search Skills
3.1.8 Knowledge about Library Policies and Procedures
3.1.9 Technology Skills
3.1.10 Marketing Skills
3.2 Personal Competencies

1
 3.2.1 Personality Traits
3.2.2 Desire to Help Others
3.2.3 Curiosity
3.2.4 Ability to Shift Focus
3.2.5 General Knowledge
3.2.6 Good Memory
3.2.7 Communication Skills
3.2.8 Patience
3.2.9 Creativity
3.2.10 Accepts New Challenges and Opportunities
4. Summary
5. References

1. Introduction
Reference service has long been recognized as an indispensable part of the functions of a library
and information system. It is provided to the users in search of information deemed
appropriate to meet their information needs. It is personal assistance provided by library staff,
particularly the reference librarian. The reference librarian connects the user and the document
or/and information. The role of the reference librarian is very important in the process of
providing reference service. He/she must not only be highly qualified but should also acquire
suitable skills and competencies to be equipped to assess users’ needs and provide them the
needed information.
In this Module we will discuss the role of the reference librarians in the modern libraries. A
reference librarian has basically four roles, these are, instruct people how to use the library and
its resources, answer queries for specific information, recommend good sources and reading
material and promote the library within the community. Besides their role, the required skills and
competencies will also be explained.
2. Role of Reference Librarian
Louis Shores states that in the simplest terms “reference may be defined as the process of
locating information”. The services provided to the users to help them with their information
enquiries are reference services. These are the bedrock services which the users of libraries and
information systems value and make use of for their benefit. The users know, in view of the
enormity of library resources, that “the half of knowledge is knowing where to find it”. This is
what Shores calls reference, which becomes learning, as the “fourth R”, and as important as the
other three. The knowledge of the three R’s, i.e., reading, (w)riting, and (a)rithmetic is

2
considered as the basis of any elementary education. Therefore, reference as the ‘fourth R’,
obviously underlines its importance in the education system as a whole. It is so because reference
service is more than someone asking a question and someone else answering it. In other words, it
is about someone with an information problem interacting with someone with information skills.
The library staff which works to provide these services are called reference staff, and are headed
by the ‘reference librarian’. The library usually establishes a separate section responsible for
activities related to users’ enquiries is called the ‘reference section’ with a reference desk.
Thomas et al. observes that since the reference desk is “likely to be centrally located and highly
visible, it should be an obvious place to turn for assistance”. Library users turn to reference
librarian when they do not know who to ask or when they are looking for a specific piece of
information and do not know where to begin. Therefore, in many cases, library users will require
knowledgeable, sympathetic assistance from the reference librarian.
Though librarianship as a whole is a helping profession, yet reference librarian is more involved
with providing direct help to the users. The role of reference librarian is, therefore, of vital
importance for the library as well as for the users. He/she has to be effective in this role because
he/she receives a number of enquiries by diverse users with diverse needs. His/her success lies in
tactfully handling most of the queries to the satisfaction of the enquirers. So a reference librarian
connects people with information and ideas by organizing and facilitating retrieval of
information in all formats. Reference librarian not only works with people, but also with human
knowledge. In a way, a reference librarian first diagnoses and then treats information
deficiencies of users.
As stated by Brophy, enquiries from users can take many forms. For example, they may be:

• Directional type enquiries, asking the reference librarian “where is” a particular library
collection, or literature on a subject, etc.
• Factual enquiries, asking for a discrete piece of information, such as the boiling point of a
chemical.
• Library policy or procedure, such as opening hours, reservation procedures, or loan
periods.
• Skills-related enquiries, such as how to use the OPAC.
• Known-item searching, such as how to check whether an item, bibliographic details of
which are known, is in the library’s stock.
• Subject enquiries, such as how to find information on any particular topic.
In order to fulfil his/her role, a reference librarian performs the following functions:
a. User Instruction: Traditionally, the role of reference librarian has been to instruct the
new users about the organization of library and information resources so that they could
make use of the information and knowledge contained in books and other documents.
Some of the most frequently used methods to acquaint the new users with the art of using
a library include library guides, leaflets on how to find a book or a periodical, signs, slide
shows, video displays, etc. However, the face of libraries has been changing and today
they contain resources in various formats serving more users. User instruction has
assumed more significance and the role and responsibilities of reference librarians have
also increased and they are searching more effective means of providing such instruction.
3
 The impact of this function could be to acquaint and acclimatize the users with the library
environment and to remove their difficulties.

b. Assisting the Users in Queries: This is very important role a reference librarian plays
while in the reference section. It is usually assumed that the person behind the reference
desk is kindly and knowledgeable and can answer questions of all the users approaching
him/her. He/She also stands up to his reputation of a know-all person and provides
assistance to those library users who need help in locating resources and/or information,
because he/she is equipped with adequate knowledge and skills to retrieve the desired
answers. As a result the users are provided with sufficient knowledge about reference and
other sources to locate answers for themselves.

c. Advisory Services: This is considered an important function as it establishes a link

between his/her knowledge of the library resources and the information needs of the users.
When the users do not know what they want to read, a reference librarian can suggest
some ‘good’ titles to help them. Over the years, the meaning of ‘good’ has also
undergone a change from morally and spiritually uplifting books to those documents that
are most appropriate and relevant to the information needs of users. Suggesting good
works to users even in the present times is important because there has been overflow of
documents in all subjects, and the users may not be aware about what all they want to
read. This service can be better performed if the reference librarian has wide-ranging
interests and is well By personally helping the users with warmth and enthusiasm, the
reference librarian has made his/her services as personalized reference services which
will not only give them some level of satisfaction but in the long run will also have deep
impact in making them regular library users and thereby promoting library resources.

d. Promoting the Library Resources: The reference librarian can easily promote among
his/her users the valuable collection and other resources of the library and information
system. He can easily link the new resources with the old ones and promote their use
among the users. In some libraries, users also believe that the reference librarian
understands the world of books better so they approach him/her for some readings on a
given He/She can organize displays of new books as well as displays of books on a given
subject at regular intervals to bring the resources to the notice of the library users.

e. Help in Developing Library Collection: A reference librarian can also play a significant
role in developing library collections. He/She, by virtue of his/her functions, knows the
stock of the library better and can help more effectively in identifying the weak points in
the collection. He/She can make recommendations for new acquisitions so that the new
resources will serve the needs of the users better.
The American Library Association has stated that a reference librarian has to perform the
following functions:
a. Supervision Function: It requires the reference librarian and other reference staff to
organize the reference section properly so that users’ queries could be answered
adequately.

4
 b. Information Function: The reference librarian performs this function to provide
required information in response to users’ enquiries.

c. Guidance Function: He/She is required to give guidance to users in search of good

literature and information that will be of value to them.

d. Instruction Function: A reference librarian provides instruction to the new as well as

old users in the use of library resources and tools.He/She should instruct the users in
finding answers to their own questions. The idea behind this function is that the users
should be given the opportunity to learn how to use the library. It is beneficial for
both, i.e., to the reference librarian as it provides a status of a teacher to him/her, and
it helps the users, particularly those involved in research activities. The advent of
computers and related technologies has given such type of instruction a boost. It is
now called as information literacy referred by many other terms earlier.

e. Bibliographic Function: In libraries of academic institutions, reference librarian

must prepare to give specific lectures on bibliography of a particular subject. He/She
must teach the users how to prepare a bibliography, how to use indexing service, or
how to prepare an abstract of a document, or even some lectures on research
methodology.

f. Appraisal Function: The reference librarian may provide appraisal with respect to
books and other documents, but should refrain from providing opinion.
The Reference and Adult Services Division of the American Library Association, in its
guidelines for reference librarians which serve as philosophy of reference service, succinctly
states it from the following six points of view:

• Services: The primary service, it says is “to provide an end product: the information
sought by the user.”

• Resources: The second important duty is teaching people how to find information from
various sources in the library.

• Access: An easy access be provided to the library resources, both current and accurate.
There should also be easy access to the reference librarian.

• Personnel: The importance of library personnel “thoroughly familiar with and competent
in using information sources” is underlined.

• Evaluation: The need for evaluation of reference librarian and reference services is
highlighted. The reference librarian is required to be approachable, conducting reference
interview, conducting a search, and following up if he/she has succeeded to satisfy the
users.

• Ethics: They have also developed a code of ethics that “governs the conduct of all staff
members.”

5
However, the roles of reference librarians have been changing with the changes in the face of the
libraries in developed and developing countries.
2.1 Paradigm Shift in Role of Reference Librarian
There has been visible change in the profession of librarianship from the traditional setting to the
modern age librarianship. In the present times of Internet, where information is available in
abundance, the reference librarian no more sits amidst the reference sources waiting for the users
to approach him/her. As the world of information is undergoing a rapid change, reference
librarians now work with the information by learning about its storage, retrieval, evaluation and
dissemination. In such a situation, where use of information communication technology in
libraries is widespread, it should not be treated as a threat; it has rather presented the reference
librarians an opportunity to change their roles and work with computer savvy users.
Development and application of information communication technology is playing a significant
role in restructuring the traditional libraries into innovative digital libraries. There has been shift
from:

• Human dependent library operations to machine dependent activities;

• Data processing to knowledge processing;
• Stand-alone systems to networked systems;
• Document-centred information to user-centred information;
• Print resources to electronic resources; and
• Online information retrieval to CD-ROM databases; etc.
These are some of the shifts which are happening in the library and information profession.
These are also changing the role of reference librarian. Librarians worldwide have been adjusting
to the shifts mentioned above, particularly from the printed era to the digital era. The new role
assumed by the reference librarians, as a result of innovations, would make it imperative for
them to provide such reference services as would ensure the maximum use of sources for the
benefit of the users. These innovations have deep impact on the roles, competencies, skills and
knowledge of library and information professionals. In this context,Erlendsdottir stated
sometimes back that: “We are no longer just the guardians of books. We are information
providers in an environment that is constantly changing and where the information needs to be
gathered quickly and effectively. Today our mission is to promote services for the ever
increasing amount of information. And even if we don’t like it, information technology has
changed our jobs”.
As a result, in the restructured and reengineered library with digital information, the role of
reference librarian would be that of effective knowledge navigator. He/She would make the flow
of information, with the help of new techniques and approaches, more efficient and useful to the
users. The reference librarian would be able to provide digital reference service 24x7 days
regardless of location through e-mail, instant messaging, and video-conferencing, etc.However,
as technology continues to develop, different generations of users will be working in different
ways. Thus the reference librarian can expand, as Miriam Drake believes, “the use of social
networking tools and mobile devices because students rely on them” more than anything else.

6
3. Skills of Reference Librarian
There has been a tremendous growth in the use of information communication technologies
which have considerably influenced handling, storage, processing, retrieval and dissemination of
information to the users. The ultimate aim is to make the right information accessible and
available at the right time to the users to enable them to solve their information related problems.
The reference librarian and other information professionals should take advantage of this new
situation, and equip themselves in a way quite distinct from the conventional methods of
providing information services. They must acquire new knowledge and skills which may be
compatible to the ever changing roles and responsibilities. In view of these emerging situations
in libraries, the Special Libraries Association has undertaken the revision of its 1996 document
on “Competencies for Information Professionals of the 21st Century” in 2003. The central idea
rooted in this document is that the information professionals “harness technology as a critical
tool to accomplish goals.”
A good librarian has a multifaceted combination of personality traits and learned skills. All
information professionals are required to possess two types of competencies, viz. professional
competencies, and personal competencies. These are briefly described as follows:
3.1 Professional Skills and Competencies
The information professionals acquire some basic knowledge, skills and competencies during
their study in library and information science schools. It is, however, argued that mere
acquisition of various facets of librarianship may not be sufficient in the present information and
knowledge age. It requires information professionals who know information management well to
have competitive edge for the knowledge-based organizations. The ever increasing information,
internet, and rise of electronic communications and storage media have been transforming work
of the information professionals. These days, information overload has become a growing
problem and the reference librarian and other professionals need to filter and provide quality
needed information only to the users.
Effective reference librarians as well as other information professionals need some competencies
to succeed in user services. The Reference and User Service Association (RUSA) Task Force on
Professional Competencies, with Jo Bell Whit latch as Chairperson, have developed a model of
professional competencies for reference and user services librarians. The competencies prepared
for the information professionals by the Special Libraries Association include the following four
major competencies:

• Managing information organizations

• Managing information resources
• Managing information services
• Applying information tools and technologies
Although the reference librarians are concerned and need to possess all the above competencies,
yet they are directly concerned with managing the information services in the libraries and
information centres. They are required to manage information services from the concept stage
itself, and have to carry out the design of services, their development, testing, marketing,
packaging, and delivery of these services to the users. The reference librarians can even develop
and provide specific information packages or alerting services for their users.

7
There may be some skills and competencies that can be taught or enhanced during education and
training in librarianship. Some of the skills, competencies and knowledge a reference librarian
must possess and use to help his users are described below:
3.1.1 Knowledge about Reference and Information Sources and their Effective Use
Reference librarian is expected to develop a strong knowledge about the content of reference
sources and databases and continually build upon their basic knowledge. He must be in regular
touch with all the basic reference sources, keep evaluating them, and know about their effective
use. He must also develop knowledge about online catalogues, search systems, web sites,
journals and monographs in both printed and electronic formats, videos, and sound recordings,
and with his professional skills and expertise can dig out answers from almost any source. He
must also know how to construct search terms that will yield results relating to user needs.
It also includes knowing the right search terms from users’ queries, find synonyms and related
terms so as to obtain the desired results.
3.1.2 Broad Knowledge about Subjects
The reference librarian is required to possess a firm knowledge of a subject field. In other cases,
he/she may acquire broad knowledge by reading well about most of the subjects and getting
acquainted with the terminology. This involves constant reading, and constant attention to new
developments. These days, it also involves constantly by being in touch with other experts in the
field over the Internet. This way he can deal with the users, particularly researchers, more
confidently.
3.1.3 Experience in Research Projects
The experience of reference librarian while doing scholarly work can greatly benefit the students
as well as the researchers. He/She can very well use his/her skills and experience to advise them
in such practical matters as techniques for taking notes, organizing the papers, value of reading
secondary sources of literature first to become familiar with a subject, how to present research in
a paper so that the flow is interesting and makes sense, how to handle citations, and so on.
3.1.4 Skills in Conducting Reference Interview
He/She must acquire adequate skills to assess users’ requirements and abilities, and appropriately
identify materials, databases and Web sites to match their information needs. This is important
because if reference librarian does not interact with the users, the users may remain unaware of
available library resources. However, he/she must use the smart skills in welcoming the users,
body language, and display sensitivity to them, techniques to identify user needs and follow them
through.
3.1.5 Skills and Competencies of Access
These competencies of access relate to dealing with user information overload, and removing
barriers to service. These include the ability to identify documents through knowledge of
bibliography and indexing, ability to provide solutions that minimize physical barriers to access,
and provide services that are responsive to information needs of users.

8
A reference librarian must effectively design and organize reference and information services to
meet the needs of users. He/She can achieve it by preparing bibliographies and other special
tools to increase access to information resources and to motivate users to use them.
3.1.6 Skills for Collaboration
RUSA Task Force on Professional Competencies has suggested that in view of the expansion of
information and the increasing variety of ways to access information, reference librarian must
work with users, colleagues, professional organizations, etc. to ensure that users receive the
information they need at the time of need and in the most suitable format. Reference librarian
should treat the user as a collaborator and partner in the information seeking process. While
working through the information transaction, reference librarian may involve the user and ask for
his/her opinion and advice. He/She should also work closely with colleagues to provide quality
reference and information services to users.
3.1.7 Professional Search Skills
Reference librarian should acquire adequate skills and competencies to be capable of finding and
evaluating the information resources best suited for answering specific questions in a variety of
subjects. With his/her qualifications, he/she can well understand the structure and organization of
information in a variety of disciplines and formats. As such he/she can make expert searches in
catalogues, databases as well as Internet sources.
3.1.8 Knowledge about Library Policies and Procedures
A reference librarian must have adequate knowledge of library policies, procedures and service
standards. He/She must keep himself/herself up to date in various professional issues having
impact on library activities. He/She should be in favour of providing free access to information,
and effectively resolve any challenges related to intellectual property.
3.1.9 Technology Skills
He/She is expected to possess information age skills and competencies. He/She should have
good working knowledge of technology, particularly where the search is to be conducted using
electronic databases. His/Her knowledge and skills about Internet should be strong so as to
navigate, browse, using search syntax, access, retrieve digital documents/information and
provide digital reference services. He/She must acquire skills and understanding of how
computer search engines work, and even such key concepts as Boolean operators, relevancy
searching, etc. He/She can find ways to remove technological barriers, if any, and facilitate
information access for the users. The reference librarian must make use of his/her technology
skills to contribute to value-added products, such as bibliographies, databases, Web pages, etc.
He/She should continually develop skills in using technological tools so as to function creatively
in a Web-based environment. If possible, he/she may also acquire skills and competencies about
digital archiving and preservation, and multimedia processing.
3.1.10 Marketing Skills
In order to promote library and information services among users, reference librarian needs to
prepare a strategic plan of operations. Further, he/she can develop a marketing plan, as an aspect

9
of strategic planning, to achieve the goals and objectives. He/She can conduct research to
determine what types of reference and information services to provide and to what types of users
these services will be provided. For this purpose, he/she can conduct surveys, within and beyond
the library building, interact with users to discuss their information needs, and implement the
reference services programme that meets the information needs of users. In order to effectively
communicate the nature of reference and information services to users, the reference librarian
can develop a public relations plan, create encouraging environment in the library, utilize
electronic and print media, and engage users through lectures, tours, etc. to promote the reference
services offered.
Reference librarian must make use of such marketing tools as mass mailing- both by email and
letters to the users in large numbers. He/She can also make announcements about the new and
old information services in every library user education presentation. However, he/she must also
consistently and systematically evaluate the effectiveness of the marketing of reference and
information services.
3.2 Personal Competencies
Every reference librarian must possess some personal competencies to be more effective in
his/her dealings with the users. Many of these skills and competencies are character traits that the
individual brings with him/her to the profession.
3.2.1 Personality Traits
Thomas et al have mentioned some of the personality traits of a good reference librarian that are:
“is tactful, intelligent, imaginative, ingenious, helpful, emphatic, curious, persistent, energetic,
sensitive, polite, and assured”. He/She must possess the quality of both listening and asking the
users whenever needed. The users also expect a reference librarian to wear a proverbial ‘Mona
Lisa’ smile, exceptional memory, untiring feet, ready to meet the users without losing balance or
sense of humour. An effective reference librarian needs to be non-judgemental and open minded
in pursuit of information and quest for knowledge.
3.2.2 Desire to Help Others
Thomsen believes that the reference librarian must have a genuine and determined desire to help
others to meet information needs for achieving their goals, no matter what those goals may be.
Reference librarian needs to focus on the users’ immediate needs for a fact or help using
different kinds of resources, and to provide professional help that is not affected by his/her
personal beliefs.
3.2.3 Curiosity
The effective reference librarian should always have an element of curiosity in his/her mind.
This quality enables him/her to become quickly involved in the needs of library users. This
natural curiosity of getting interested in the question of the user and finding answer helps
him/her to build rapport with the users as well as conveys an attitude of sincerity.

10
3.2.4 Ability to Shift Focus
In view of Thomsen, the mental agility of being able to shift focus is a necessary complement to
curiosity. Although mind of reference librarian is always engaged with users’ questions, he/she
should be able to quickly shift to the new questions from the earlier ones. Sometimes, he is
simultaneously dealing with several reference queries, and must be able to shift focus to attend to
the needs of all. He//She should not become too absorbed in an individual question.
3.2.5 General Knowledge
Reference librarian must keep on developing his/her broad general knowledge from various
sources of information as that would be a great help to him/her in answering questions. For this
purpose, he/she must supplement his/her education by reading newspapers, magazines, and keep
up to date on current events, trends, etc. Some events, of course, are predictable, like elections,
games at regional/national/international levels, the Olympics, the Oscars, inflation, holidays, etc.
The reference librarian must acquire skills about understanding techniques, methods of
continuous learning, how to apply knowledge to practice, and plan enhanced services for users. It
will also, as Ranganathan suggested in his Fourth Law, save time of both the librarian and the
users.
3.2.6 Good Memory
Good memory is an asset for the reference librarian, but he/she should never try to answer
questions from his/her own memory. However, long-term memory can help to have some good
clues about one or the other source to check from. Short-term memory, on the other hand,
enables the reference librarian to remember the essential facts, like names and dates, during the
course of a reference interview. It can also help reference librarian to offer continuing support to
several users who are working on different projects.
3.2.7 Communication Skills
Reference librarian spends most of his/her time communicating with a wide variety of library
users. This communication process can take place in person, on telephone, by e-mail, etc. In
order to provide good reference service, he/she must possess good communication skills. With
changing information resources so quickly, there is increasing need for such a reference librarian
who can make presentations for his/her colleagues and training for his/her users. In order to
promote library services, he/she must be able to write reports, or articles, or press releases, or
provide content for library guides, pathfinders, in plain and understandable language. He//She
can, while working with others, use his/her communication skills for self -improvement.
3.2.8 Patience
It is suggested that reference librarian must have the quality of patience, as working with diverse
group of users can be difficult. He/She has to maintain patience while dealing with not only
difficult users but also some trouble makers. Thomsen suggests that whatever the circumstances,
reference librarian has to continue to give the best possible service to users.

11
3.2.9 Creativity
He/She can look at the problems from many angles, try different approaches, and think creatively
to find the right answers. The reference librarian can use his/her creative abilities to find new
ways and improve the existing reference and information services.
3.2.10 Accepts New Challenges and Opportunities
Reference librarian should accept new opportunities and demonstrate that his/her knowledge and
skills can solve a variety of information problems. He/She has to attempt to explore new ideas,
products and services for his/her users. He/She helps in expanding the library collection beyond
the traditional literature such as books and journals. The new challenges of the information age
can be converted, with his/her knowledge of adequate skills and competencies into the
opportunities to create the library without walls in future.
The competencies and skills as discussed above are, not restricted to reference librarians alone,
but are for all the 21st century library and information professionals. These skills and
competencies are rooted in the past of librarianship, but obviously they will take the profession
far into the future because they are the basis for the continued survival and growth in this
information age.
From the above discussion, it can be said, to quote Thomsen: “Reference service is essentially
personal service; its quality depends on the knowledge, skills, and personal traits of the person
delivering that service.”
4. Summary
This Module discusses about the role of reference librarian in providing various types of
reference and information services from the reference desk. The technological innovations have
brought changes in the libraries in many ways. The available technology and the needs of an
evolving information society have changed the information activities in libraries. This has
brought a shift in the role of reference librarian as well. In dealing with the changes, the
reference librarian needed to acquire new skills and competencies to understand knowledge
resources, print and in electronic media, know the user needs well to provide them required
services in time. It further discusses the various professional skills a reference librarian either
acquires during his training in library science schools or develops while on the job. It also
discusses some personal skills, knowledge, and competencies which he brings with him to the
profession. These skills and competencies help him to be resourceful and become an effective
reverence librarian.
5. References
1. Brophy, Peter. The Academic Library. 2nd ed. London: Facet Publishing, 2005.

2. Drake, Miriam A. “Academic Library Challenges.” Searcher: The Magazine for Database
Professionals, November 2010, 17-21, 52-53.

3. Erlendsdottir, L. “New Technology, New Librarians.” Retrieved

from http://www.ukoln.ac.uk/services/papers/b1/ans-1997/erlendsdottir/

12
4. Katz, William A. Introduction to Reference Work. 8thed. New York: McGraw-Hill, 2004.
2 Volumes.

5. Katz, William A. and Bunge, Charles A. eds. Rothstein on Reference…with some Help
From Friends. New York: The Haworth Press, 1989.

6. Nyamboga, Constantine Matoke, et al. “Required Skills of Information Technologies for

Library and Information Professionals: A Case of University Libraries in Kenya-Africa.”
In International Conference on Digital Libraries 2004: Knowledge Creation, Preservation,
Access, and Management, 24-27 February, 2004, New Delhi: Conference papers,
Volume 2, p. 749-763.

7. Ranganathan, S.R. Reference Service. 2nd ed. Bangalore: SaradaRanganathan

Endowment for Library Science.

8. RUSA Task Force on Professional Competencies. “Professional Competencies for

Reference and User Services Librarian”, January 26, 2003. Retrieved
from http://www.ala.org/rusa/resources/guidelines/ professional.

9. Sewa Singh. Information Analysis, Consolidation and Repackaging. New Delhi: Atlantic
Publishers, 2014. Chapter 13.
10. Shores, Louis. Reference as the Promotion of Free Inquiry. Littleton, Colo.: Libraries
Unlimited, Inc., 1976.

11. Special Libraries Association. Competencies for Special Librarians of the 21st Century:
Full Report. Submitted by Joanne Marshall, et al. Washington: Special Libraries
Association, 1996.Revised June 2003.

12. Thomas, Diana M., Hinckley, Ann T. and Eisenbach, Elizabeth R. The Effective
Reference Librarian. New York: Academic Press, 1981.

13. Thomsen, Elizabeth. Rethinking Reference: The Reference Librarian’s Practical Guide
for Surviving Constant Change. New York: Neal-Schuman Publishers, 1999.

13