This book, first published in 1986, discusses reference personnel concerns and problems and offers suggestions to administration and management for improving reference personnel performance and staff development.

1. Introduction Ruth Fraley 2. The Current Trends and Controversies in the Literature of Reference Services and Their Implications for the Practice of Reference Work Carl F. Orgren and James Rice 3. Selecting, Training, and Retaining Staff for the Library's Public Service Desks Carol Lee Anderson 4. Choosing How to Staff the Reference Desk John Montag 5. End-User Searching: The Beginning or the End? Geraldene Walker 6. Staff Sharing: A Development Program Joan W. Jensen 7. The Reference Librarian in the Small Information Center: Selection and Training Miriam H. Tees 8. The Reference Librarian as Personnel Administrator William Miller 9. Evaluating the Reference Librarian Sara B. Sluss 10. Time Management for Information Services Bill Bailey 11. Role of the Manager in Reference Staff Development Margaret Hendley 12. Quality Control of Reference Service in Branch Libraries of a Multi-Campus College Pamela L. Wonsek 13. Everybody Needs Information Miles M. Jackson 14. Multiple Roles of Academic Reference Librarians: Problems of Education and Training Barbara E. Kemp 15. The Recruitment, Selection, and Retention of Academic Reference Librarians Ilene F. Rockman 16. Reference Librarians as Teachers: Ego, Ideal, and Reality in a Reference Department Ellen Broidy 17. Microcomputer Continuing Education Training Will Assist Reference Librarians Thomas E. Alford 18. Empirical Indications for Choosing Reference Librarianship as a Profession: A Biographical Approach Martin H. Sable 19. Definitions Help Lora Landers 20. Selecting a Reference Librarian: Signs to Look for in Selection Mabel Shaw and Susan S. Whittle