Reference Librarianship: Notes from the Trenches (Hardcover)

Preface.  Chapter 1. Directional Questions.  "Just Point Me to the…" A Grunt’s Diary: May-June 2003  Chapter 2. The Library Has Everything.  “Alice’s Restaurant” or “Do You Have…" A Grunt’s Diary: July 2003  Chapter 3. Something Is Not Working Here
“The Computer/Printer/Copier Is Broken."  A Grunt’s Diary: August 2003  Chapter 4. The Computer Is Not Listening to Me!  Computer Literacy versus Printed Literacy. A Grunt’s Diary: September 2003 Chapter 5. The Library Does Not Have What I Want Reprise and Coda.  A Grunt’s Diary: October 2003  Chapter 6. Why Are These People in the Library? The Library: People’s University or Social Service Center.  A Grunt’s Diary: November 2003  Chapter 7. Reference Questions “I Need Help!” A Grunt’s Diary: December 2003  Chapter 8. Policy Questions “Why Does (Doesn’t) the Library…”  A Grunt’s Diary: January 2004  Chapter 9. The Library As a Retail Outlet How One Library Transformed Itself into an Xpress Shop.  A Grunt’s Diary: February 2004  Chapter 10. Staffing Tomorrow’s Library Hire for the Smile, Train for the Job. A Grunt’s Diary: March 2004 Chapter 11. Building Tomorrow’s Library “Why Did I Tell You I Was Going to Shanghai?”  A Grunt’s Diary: April 2004  Chapter 12. How Did We Get Here from There? Where Did We Go Wrong/Right?  A Grunt’s Diary: May 2004
Conclusion.  References.   Index