1. Manuales sobre servicios de referencia

Monografías y documentos monográficos que versan sobre la creación de los servicios bibliotecarios de información, así como capítulos de manuales de biblioteconomía en los que se traten estos temas.

• AGHEMO, Aurelio. Informare in biblioteca. Milano: Editrice Bibliografica, 1992.
• ANDERSON, Byron; WEBB, Paul T. (eds.). New directions in reference. Binghamton, NY: The Haworth Information Press, 2006.
• ARTHUR, Gwen (ed. ). Get Them Talking: Managing Change through Case Studies and Case Study Discussion. Chicago, IL: American Library Association, Reference and User Services Association, 2000.
• AUSTER, Ethel (ed.). Managing online reference services. New York: Neal-Schuman, 1986.
• BOPP, Richard E.; SMITH, Linda C. Introducción general al servicio de consulta. México D.F.: Universidad Nacional Autónoma de México, 2000.
• BOPP, Richard E.; SMITH, Linda C. (eds. ). Reference and information services: an introduction . 4th ed. Englewood, CO: Libraries Unlimited, 2007.
• BRUMLEY, Rebecca. The Reference Librarian's Policies, Forms, Guidelines, and Procedures. Nw York: Neal-Schuman Publishers, 2006.
• CALENGE, Bertrand. Accueillir, orienter, informer: l'organisation des services aux publics dans les bibliothèques. Paris: Edition du Cercle de la librairie, 1996.
• CARANDE, Robert. Automation in library reference services: a handbook. Westport (Connecticut): Greenwook Press, 1992.
• CASSELL, Kay Ann; HIREMATH, Uma. Reference and information services in the 21st century: an introduction. 2nd ed. London: Facet, 2009.
• COHEN, Laura B. (ed.). Reference services for archives and manuscripts. Binghamton, NY: The Haworth Information Press, 1997.
• CONNOR, Elizabeth (ed.). An Introduction to Reference Services in Academic Libraries. Binghamton, NY: The Haworth Information Press, 2006.
• CORDÓN GARCÍA, José Antonio. Servicios de información y referencia. En Orera Orera, Luisa (ed.). Manual de biblioteconomía. Madrid: Síntesis, 1996, p. 265-287.
• DI, Su (ed.). Evolution in reference and information services: the impact of the Internet. Binghamton, NY: The Haworth Information Press, 2002.
• DOMÍNGUEZ SANJURJO, María Ramona. Nuevas formas de organización y servicios en la biblioteca pública . Gijón: Trea, 1996.
• EDWARDS, John D. (ed.). Emerging Solutions in Reference Services: Implications for Libraries in the New Millennium. Binghamton, NY: The Haworth Information Press, 2001.
• ENSOR, Pat (ed.). The Cybrarian's Manual 2. Chicago: American Library Association, 2000.
• FARMER, Lesley S. J. The Human Side of Reference and Information Services in Academic Libraries: Adding Value in the Digital World. Oxford: Chandos Publishing, 2007.
• FRALEY, Ruth A.; KATZ, William A. (eds.). Finance, budget, and management for reference services. Binghamton, NY: The Haworth Information Press, 1988.
• GARCÍA, Irma Luz; PORTUGAL, Mercedes. Servicio de referencia: una propuesta integradora. Buenos Aires: Alfagrama, 2008.
• GLEAVES, Edwin S. et al. Reference services and library education: essays in honor of Frances Neel Cheney. Lexington, Massachusetts etc.: Lexington Books, 1983.
• GÓMEZ HERNÁNDEZ, José Antonio. La definición de los usuarios y los servicios básicos. En Gómez Hernández, José AntonioGestión de bibliotecas. Murcia: DM, ICE, 2002, p. 171-191.
• GORMAN, G. E. (ed.). Information services in an electronic environment. London: Facet, 2001.
• GOSLING, Mary. Servicio de referencia. Bogotá: Rojas Eberhard, 2001.
• GROGAN, Denis. Practical reference work. 2^nd. ed. London: Library Association, 1992.
• HUANG, Samuel T. (ed.). Modern library technology and reference services. Binghamton, NY: The Haworth Information Press, 1993.
• IRVING, Richard D.; KATZ, William A. (eds.). Reference services and public policy. Binghamton, NY: The Haworth Information Press, 1988.
• JANES, Joseph. Introduction to reference work in the digital age. New York: Neal-Schuman, 2003.
• KATZ, Bill (ed.). Community college reference services: a working guide for and by librarians. Metuchen, N.J.: Scarecrow Press, 1992.
• KATZ, Bill (ed.). Continuing Education of Reference Librarians. Binghamton, NY: The Haworth Information Press, 1990.
• KATZ, Bill (ed.). New technologies and reference services. Binghamtom, NY: The Haworth Information Press, 2000.
• KATZ, Bill (ed.). Reference and information services: a reader for the nineties. Metuchen, N.J.: Scarecrow Press, 1991.
• KATZ, Bill (ed.). The reference library user: Problems and solutions. Binghamton, NY: The Haworth Information Press, 1991.
• KATZ, Bill (ed.). Reference service expertise. Binghamton, NY: The Haworth Information Press, 1993.
• KATZ, Bill; FRALEY, Ruth A. (eds.). Conflicts in reference services. Binghamton, NY: The Haworth Information Press, 1985.
• KATZ, Bill; FRALEY, Ruth A. (eds.). Ethics and reference services. Binghamton, NY: The Haworth Information Press, 1982.
• KATZ, Bill; FRALEY, Ruth A. (eds.). International aspects of reference and information services. Binghamton, NY: The Haworth Information Press, 1987.
• KATZ, Bill; FRALEY, Ruth A. (eds.). Reference services administration and management. Binghamton, NY: The Haworth Information Press, 1982.
• KATZ, Bill; FRALEY, Ruth A. (eds.). Reference services today: from interview to burnout. Binghamton, NY: The Haworth Information Press, 1987.
• KATZ, W. A. Cuneiform to computer: a history of reference sources. Lanham, Md.: Scarecrow, 1998.
• KATZ, William (ed.). Opportunities for Reference Services: The Bright Side of Reference Services in the 1990's. Binghamton, NY: The Haworth Information Press, 1991.
• KATZ, William A. Introduction to reference work. 8th ed. New York: McGraw-Hill, 2002.
• KATZ, William A.; CLIFFORD, Anne (eds.). Reference and online services handbook: guidelines, policies, and procedures for libraries. New York: Neal-Schuman, 1982.
• KATZ, William A.; FRALEY, Ruth A. (eds.). Library instruction and reference services. Binghamton, NY: The Haworth Information Press, 1984.
• KATZ, William A.; FRALEY, Ruth A. (eds.). Personnel issues in reference services. Binghamton, NY: The Haworth Information Press, 1986.
• KATZ, William A.; FRALEY, Ruth A. (eds.). Reference services for children and young adults. Binghamton, NY: The Haworth Information Press, 1983.
• KATZ, William A. ed; FRALEY, Ruth A. (eds.). Video to online: reference services and the new technology. Binghamton, NY: The Haworth Information Press, 1983.
• KINDER, Robin (ed.). Librarians on the Internet: impact on reference services. Binghamton, NY: The Haworth Information Press, 1994.
• KINDER, Robin; KATZ, William A. (ed.). Information brokers and reference services. Binghamton, NY: The Haworth Information Press, 1998.
• KINDER, Robin; KATZ, William A. (ed.). Serials and reference services. London: The Haworth Information Press, 1990.
• KOHL, David F. Reference services and library instruction. Santa Barbara (California) ; Oxford (England): ABC-Clio, 1985.
• KUHLTHAU, Carol Collier. Seeking meaning: a process approach to library and information services. Noewood: Ablex, 1992.
• LANKES, R. David. Building and maintaining Internet information services. Syracuse, New York: Syracuse University, 1998.
• LECLERC-REYNAUD, Sylvie. Pour une documentation créative: l'apport de la philosophie de Raymond Ruyer. Paris: ADBS, 2006.
• LEWE, Brunhilde. Informationsdienst in Offentlichen Bibliotheken. Grundlagen fur Planung und Praxis. Koln: 1999.
• LIBRARY ASSOCIATION. Guidelines for reference and information services in public libraries. London: Library Association, 1999.
• LOW, Kathleen (ed.). The roles of reference librarians: today and tomorrow. Binghamton, NY: The Haworth Information Press, 1996.
• MABRY, Celia Hales (ed.). Cooperative reference: social interaction in the workplace. Binghamton, NY: The Haworth Information Press, 2003.
• MABRY, Celia Hales (ed.). Doing the work of reference: practical tips for excelling as a reference librarian. Binghamton, NY: The Haworth Information Press, 2001.
• MABRY, Celia Hales (ed.). Philosophies of reference service. Binghamton, NY: The Haworth Information Press, 1997.
• MAGÁN WALS, José Antonio. Los servicios de información y referencia bibliográfica: situación actual y aprovechamiento de los recursos. En Magán Wals, José Antonio (ed.). Tratado básico de biblioteconomía. Madrid: Editorial Complutense, 1996, p. 341-364.
• MCDERMOTT, Irene E. The librarian's Internet survival guide: strategies of the high-tech reference desk. Medford: Information Today, 2002.
• MCMENEMY, David; POULTER, Alan. Delivering Digital Services: A Handbook for Public Libraries and Learning Centres. London: Facet, 2005.
• MERLO VEGA, José Antonio. Información y referencia en entornos digitales: desarrollo de servicios bibliotecarios de consulta. Murcia: Editum, 2009.
• MERRILL, Martha (ed.). Reference services and media. Binghamton (NY): The Haworth Information Press, 1999.
• MIDDLETON, Marcia Stucklen; KATZ, William A. (eds.). Information and referral in reference services. Binghamton, NY: The Haworth Information Press, 1988.
• MILLER, William; PELLEN, Rita M. (eds.). Improving internet reference services to distance learners. Binghamton, NY: The Haworth Information Press, 2005.
• MORALES CAMPOS, Estela. El servicio de consulta . 2^a. ed. corr. y aum. México, D.F.: Universidad Nacional Autonoma de México, 1993.
• MORGAN, Pamela J. Training Paraprofessionals for Reference Service: A How-To-Do-It Manual for Librarians. 2nd . New York: Neal-Schuman, 2008.
• MOUREN, Raphaële; PEIGNET, Dominique (dirs.). Le métier de bibliothécaire. 11^eme éd. Paris: Electre; Cercle de la Librairie, 2007.
• NESBEITT, Sarah L.; GORDON, Rachel Singer. The information professional's guide to career development online. Medford (New Jersey): Information Today, 2001.
• OWEN, Tim Buckley. Success at the Enquiry Desk. 5^th ed. London: Facet, 2006.
• PUCCIO, J. A. Serials reference work. Englewood, Colo.: Libraries Unlimited, 1989.
• PUGH, Mary Jo. Providing Reference Services for Archives and Manuscripts. Lanham, MD: Scarecrow Press, 2005.
• RIECHEL, Rosemarie. Reference services for children and young adults. Hamden, Connecticut: Library Professional Publications, 1991.
• ROSS, Catherine Sheldrick; NILSEN, Kirsti; DEWDNEY, Patricia. Conducting the reference interview: a how-to-do-it manual for librarians. New York: Neal-Schuman, 2002.
• ROWLAND, Arthur Ray (ed.). The librarian and reference service. Hamden, Connecticut: Shoe String, 1977.
• ROWLAND, Arthur Ray (ed.). Reference services: contributions to Library Literature. Hamden, Connecticut: The Shoe String Press, Inc., 1964.
• ROYSDON, Christine; WHITE, Howard D. (eds.). Expert systems in reference services. Binghamton, NY: The Haworth Information Press, 1989.
• SABOR, Josefa E. Servicio de referencia. En Sabor, Josefa E. (ed). Manual de bibliotecología. México D.F.: Kapelusz, 1984, p. 191-213.
• SAORÍN PÉREZ, Tomás. Los portales bibliotecarios. Madrid: Arco/Libros, 2004.
• SARKODIE-MENSAH, Kwasi (ed.). Managing the Twenty-First Century Reference Department: Challenges and Prospects. Binghamton, NY: The Haworth Information Press, 2004.
• SARKODIE-MENSAH, Kwasi (ed.). Reference Services for the Adult Learner: Challenging Issues for the Traditional and Technological Era. Binghamton, NY: The Haworth Information Press, 2000.
• SMITH, Susan Sharpless. Web-Based instruction: a guide for libraries. Chicago: American Library Association, 2001.
• SOLIMINE, Giovanni. L'informazione in biblioteca: introduzione ai problemi dell'informazione bibliografica. Milano: Editrice Bibliografica, 1985.
• SPATZ, Michele. Answering consumer health questions: the Medical Library Association guide for reference librarians. New York: Neal-Schuman Publishers, 2008.
• STEVENSON, Gordon; STEVENSON, Sally (eds.). Reference services and technical services: interactions in library practice. Binghamton, NY: The Haworth Information Press, 1984.
• TARR, Andrea; KATZ, William A. (eds.). Reference and information services: a reader. Metuchen (N.J.): The Scarecrow Press, 1978.
• THOMSEN, Elizabeth. Rethinking reference: the reference librarian's practical guide for surviving constant change. New York: Neal-Schuman, 1999.
• TRUETT, Carol (ed.). School library reference services in the 90s: where we are, where we're heading. Binghamton, NY: The Haworth Information Press, 1994.
• TUNNICLIFF, Myriam Forney; SOENEN, Susan Sheldon. The reference information skills game. Englewood, Colorado: Libraries Unlimited, 1995.
• VERRY-JOLIVET, Cornne (dir.). Creer et gerer un service de référence. Villeurbanne: Institut de Formation des Bibliothecaires, 1996.
• WEBB, S. P. Creating an information service. 2^nd ed. London: Aslib, 1992.
• WEST, Jessamyn (ed.). Digital versus non-digital reference: ask a librarian online and offline. Binghamton, NY: The Haworth Information Press, 2004.
• WHALEN, Lucille (ed.). Reference services in archives. Binghamton, NY: The Haworth Information Press, 1986.
• WHITEHALL, Tom. Practical current awareness services from libraries. Hants, England: Gower, 1986.
• WHITLATCH, Jo Bell (ed.). Library users and reference services. Binghamton, NY: The Haworth Information Press, 1995.
• WHITLATCH, Jo Bell. The role of the academic reference librarian. New York: Greenwood, 1990.
• ZLATOS, Christy (ed.). Coming of age in reference services: a case history of the Washington State University Libraries. Binghamton, NY: The Haworth Information Press, 1999.

2. Evaluación de servicios de referencia

Análisis del rendimiento de los servicios bibliotecarios de referencia.

• AMERICAN LIBRARY ASSOCIATION. REFERENCE AND ADULT SERVICES DIVISION. The reference assessment manual. Ann Arbor (Michigan): Pierian Press, 1995.
• ARNOLD, Julie; KASKE, Neal K. Evaluating the quality of a chat service. Portal: Libraries and the Academy, 2005, vol. 5, n. 2, p. 177-193.
• BORIN, Jacqueline. Training, Supervising, and Evaluating Student Information Assistants. The Reference Librarian, 2001, n. 72, p. 195-206.
• CARTER, David S.; JANES, Joseph. Unobtrusive Data Analysis of Digital Reference Questions and Service at the Internet Public Library: An Exploratory Study . Library trends, 2000, vol. 49, n. 2.
• CHANG, Hye Rhan; HOLLAND, Maurita Peterson. User satisfaction survey of ask-a-question service at the internet public library. Internet Reference Services Quarterly, 2005, vol. 10, n. 2, p. 61-73.
• COVI, Lisa M.; CRAGIN, Melissa H. Reconfiguring Control in Library Collection Development: A Conceptual Framework for Assessing the Shift Toward Electronic Collections. Journal of the American Society for Information Science and Technology, 2004, vol. 55, n. 4, p. 312-325.
• DADZIE, Perpetua S. Whither reference services? Views of some Ghanaian library school students. Library Review, 2009, vol. 58, n. 1, p. 56-67.
• DE GROOTE, S. L.; HITCHCOCK, K.; MCGOWAN, R. Trends in Reference Usage Statistics in an Academic Health Sciences Library. Journal of the Medical Library Association, 2007, vol. 95, n. 1, p. 23-30.
• DEE, Cheryl; ALLEN, Maryellen. A survey of the usability of digital reference services on academic health science library Web sites. The Journal of Academic Librarianship, 2006, vol. 32, n. 1, p. 69-78.
• DELGADO LÓPEZ-CÓZAR, Emilio. La investigación en biblioteconomía y documentación. Gijón: Trea, 2002.
• DILEVKO, Juris. Unobtrusive Evaluation of Reference Service and Individual Responsibility: The Canadian Experience. Westport CT: Greenwood Publishing, 2000.
• ESCALONA RÍOS, Lina. La evaluación del servicio de consulta ¿cantidad o calidad? Biblioteca universitaria: revista de la Dirección General de Bibliotecas, 2004, vol. 7, n. 1, p. 12-22.
• FIELDS, Anne M. Ill-structured problems and the reference consultation: The librarian's role in developing student expertise. Reference Services Review, 2006, vol. 34, n. 3, p. 405-420.
• FITZPATRICK, Elizabeth B.; MOORE, Anne C.; LANGA, Beth W. Reference Librarians at the Reference Desk in a Learning Commons: A Mixed Methods Evaluation. The Journal of Academic Librarianship, 2008, vol. 34, n. 3, p. 231-238.
• FRICKÉ, Martin; FALLIS, Don. Indicators of Accuracy for Answers to Ready Reference Questions on the Internet. Journal of the American Society for Information Science and Technology, 2004, vol. 55, n. 3, p. 238-245.
• GROSS, M. Imposed versus self-generated questions: implications for reference practice. Reference and User Services Quarterly, 1999, vol. 39, n. 1, p. 53-61.
• GROSS, Melissa; MCCLURE, Charles R.; LANKES, R. David. Costing reference: issues, approaches, and directions for research. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 173-186.
• HEAD, Michael C.; MARCELLA, Rita. A Testing Question: The Quality of Reference Services in Scottish Public Libraries. Library Review, 1993, vol. 42, n. 6, p. 7-13.
• HEAD, Michael C.; MARCELLA, Rita; SMITH, Judith M. Are you being served? The quality of business information provision in Scottish public libraries. Library Review, 1995, vol. 44, n. 2, p. 28-37.
• HERNON, Peter; MCCLURE, Charles. Unobstrusive reference testing: the 55 percent rule. Library Journal, 1986, n. 111, p. 37-41.
• HILLER, Steve; SCHILLIE, Jane; SELF, Jim. Evaluación de la Comunidad: Parte esencial de las herramientas del bibliotecario referencista. En IFLA General Conference and Council (70. 2004. Buenos Aires). Buenos Aires: IFLA, 2004. Disponible en http://www.ifla.org/IV/ifla70/papers/029s_trans-Hiller_Schillie_Self.pdf [consultado el 08/04/2009].
• HOIVIK, Tord. Why do you ask? Reference statistics for library planning. Performance Measurement and Metrics, 2003, vol. 4, n. 1, p. 28-37.
• HOIVIK, Tord. Why is quality control so hard? Reference studies and reference quality in public libraries: the case of Norway. En IFLA General Conference and Council (69. 2003. Berlín). Berlín: IFLA, 2003,
• KATZ, Bill; FRALEY, Ruth A. (eds.). Evaluation of reference services. Binghamton, NY: The Haworth Information Press, 1985.
• KURUPPU, Pali U. Evaluation of Reference Services: A Review. The Journal of Academic Librarianship, 2007, vol. 33, n. 3, p. 368-381.
• LAMY, Jean-Philippe. Evaluer un service de référence: quelques outils. Bulletin des Bibliothèques de France, 2001, vol. 46, n. 4, p. 82-88.
• LAW, Lin Mui; GAO, Vicky Xiaohang; NG, Hui Ling. Performance evaluation: A case study of Lee Kong Chian Reference Library, National Library of Singapore. Library Management, 2009, vol. 30, n. 1/2, p. 177-87.
• LEVASSEUR, D. L'Internet et les services de reference: une enquete dans les etablissements universitaires du Quebec. Argus, 1996, vol. 25, n. 1, p. 5-12.
• LOCHORE, Stephen. How good are the free digital reference services? A comparison of library-based and expert services. Library Review, 2004, vol. 53, n. 1, p. 24-29.
• MALLIARI, Aphrodite; KYRIAKI-MANESSI, Daphne. Users' behaviour patterns in academic libraries' OPACs: a multivariate statistical analysis. New Library World, 2007, vol. 108, n. 3/4, p. 107-122.
• MANUEL, K.; HORN, J. Association of College and Research Libraries Tenth National Conference. Library Hi Tech News, 2001, vol. 18, n. 5, p. 29-32.
• MASSÍSSIMO, Ángels. Avaluació de serveis de referència. Item, 1994, n. 15, p. 104-117.
• MATUS SEPÚLVEDA, Gladys; MOLINA LUQUE, Fidel. Metodología cualitativa: un aporte de la Sociología para investigar en Bibliotecología. Valparaíso: Universidad de Playa Ancha, 2006.
• MIWA, Makiko. Situatedness in users' evaluation of information and information services. New Review of Information Behaviour Research: New Review of Information Behaviour Research, 2003, vol. 4, n. 1, p. 207-224.
• MURGAI, Sarla R.; AHMADI, Mohammad. A multiple regression model for predicting reference desk staffing requirements. The Bottom Line: Managing Library Finances, 2007, vol. 20, n. 2, p. 69-76.
• NICHOLAS, David; HUNTINGTON, Paul; JAMALI, Hamid R.; DOBROWOLSKI, Tom. Characterising and evaluating information seeking behaviour in a digital environment: Spotlight on the `bouncer'. Information Processing and Management, 2007, vol. 43, n. 4, p. 1085-1102.
• NOVOTNY, Eric. Evaluating electronic reference services: issues, approaches and criteria. The Reference Librarian, 2001, n. 74, p. 103-120.
• ODER, Norman. Reference Report Raises Questions. Library Journal, 2001, vol. 126, n. 15, p. 18.
• OTT, Katherine; CHHIU, Sueling. The first wave: Floating in the Florida State University Strozier Library, Florida State University, Tallahassee, Florida. New Library World, 2007, vol. 108, n. 3/4, p. 165-176.
• PICKARD, Alison Jane. Research methods in information. London: Facet, 2007.
• POLL, Roswitha. Performance measures for library networked services and resources. The Electronic Library, 2001, vol. 19, n. 5, p. 307-314.
• POWELL, Ronald R.; CONNAWAY, Lynn Silipigni. Basic research methods for librarians. 4^th ed. Westport (Connecticut); London: Libraries Unlimited, 2004.
• RACHEL CHENG; STEVE BISCHOF; ALAN J NATHANSON. Data collection for user-oriented library services: Wesleyan University Library's experience. OCLC Systems & Services, 2002, vol. 18, n. 4, p. 195-204.
• RICHARDSON, J. V.; REYES, R. B. Government information expert systems: a quantitative evaluation. College and Research Libraries, 1995, vol. 56, n. 3, p. 235-247.
• RIMLAND, Emily L. Do We Do It Well? A Bibliographic Essay on the Evaluation of Reference Effectiveness. The Reference Librarian, 2007, vol. 47, n. 98, p. 41-55.
• ROGERS, Michael; KENNEY, Brian. Academic Libraries Test Web-Based Reference. Library Journal, 2001, vol. 126, n. 12, p. 25.
• ROSS, Catherine S.; NILSEN, Kirsti. Has the Internet changed anything in reference? The library visit study, Phase 2. Reference and User Services Quarterly, 2000, vol. 40, n. 2, p. 147-155.
• RYAN, Susan M. Reference Transactions Analysis: The Cost-Effectiveness of Staffing a Traditional Academic Reference Desk . The Journal of Academic Librarianship, 2008, vol. 34, n. 5, p. 389-399.
• SAXTON, Matthew L.; NAUMER, Charles M.; FISHER, Karen E. 2-1-1 Information services: Outcomes assessment, benefit-cost analysis, and policy issues. Government Information Quarterly, 2007, vol. 24, n. 1, p. 186-215.
• SMITH, J. M.; TEMPLETON, E. J. A comparison of the range and value of use of the Internet with traditional reference sources in Scottish public libraries. Journal of Information Science, 1999, vol. 25, n. 1, p. 27-33.
• SMITH, Michael M. A tool for all places: a web-based reference statistics system. Reference Services Review, 2006, vol. 34, n. 2, p. 298-315.
• STOFFEL, Bruce; TUCKER, Toni. E-mail and chat reference: assessing patron satisfaction. Reference Services Review, 2004, vol. 32, n. 2, p. 120-140.
• STOVER, Mark. Reference librarians and the Internet: a qualitative study. Reference Services Review, 2000, vol. 28, n. 1, p. 39-49.
• SU, S. F; LANCASTER, F. W. Evaluation of expert systems in reference service applications. RQ, 1995, vol. 35, n. 2, p. 219-228.
• SYRKIN, Darby. At the desk or online: reference training, measurements, and guidelines. Public Services Quarterly, 2006, vol. 2, n. 2/3, p. 191-192.
• TENOPIR, Carol. Reference use statistics. Library Journal, 1998, vol. 123, n. 8, p. 32.
• TSCHANG, Virginia. Assessment of HyperCard program at Penrose Library, the University of Denver. Reference Services Review, 1991, vol. 19, n. 1, p. 39-48.
• VALENTIM, Marta Ligia Pomim. Métodos cualitativos de pesquisa em Ciencia da informaçao. Sao Paulo: Polis, 2005.
• WAN, Gang; CLARK, Dennis; FULLERTON, John; MACMILLAN, Gail; REDDY, Deva E.; STEPHENS, Jane; XIAO, Daniel. Key Issues Surrounding Virtual Chat Reference Model: A Case Study. Reference Services Review, 2009, vol. 37, n. 1, p. 73-82.
• WELCH, Jeanie M. Click and Be Counted: A New Standard for Reference Statistics. The Reference Librarian, 2007, vol. 47, n. 97, p. 95-104.
• WELCH, Jeanie M. Laser lights or dim bulbs? Evaluating reference librarians' use of electronic sources. Reference Services Review, 1999, vol. 27, n. 1, p. 73-77.
• WELCH, Jeanie M. Who says we're not busy? Library web page usage as a measure of public service activity. Reference Services Review, 2005, vol. 33, n. 4, p. 371-379.
• WHITLATCH, Jo Bell. Evaluating Reference Services: A Practical Guide. Chicago: American Library Association, 2000.
• WHITLATCH, Jo Bell. Evaluating reference services in the electronic age. Library Trends, 2001, vol. 50, n. 2, p. 207-217.

3. Servicios de referencia en entornos digitales

Aplicaciones de las tecnologías en los servicios de referencia, excluyendo los que tratan de Internet como recurso de información y los específicos de referencia digital.

• ABELS, Eileen. Information Seekers' Perspectives of Libraries and Librarians. Advances In Librarianship, 2004, vol. Volume 28, p. 151-170.
• AHMED, Terry; GLAZER, Adam; MOORE, Mary. Using an automated knowledge agent for reference and customer service. Journal of the Medical Library Association, 2004, vol. 92, n. 2, p. 271-273.
• ARNOLD, Judith M.; CSIR, Floyd; SIAS, Jennifer; ZHANG, Jingping. Does anyone need help out there? Lessons from designing online help. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 115-134.
• BAILEY, Charles W. Jr. The role of reference librarians in institutional repositories. Reference Services Review, 2005, vol. 33, n. 3, p. 259-267.
• BELL, Suzanne; FOSTER, Nancy Fried; GIBBONS, Susan. Reference librarians and the success of institutional repositories. Reference Services Review, 2005, vol. 33, n. 3, p. 283-290.
• BERTOT, John Carlo. Libraries and networked information services: issues and consideration in measurement. Performance Measurement and Metrics, 2004, vol. 5, n. 1, p. 11-19.
• BONTENBAL, K. F. Challenges faced by reference librarians in familiarizing adult students with the computerized library of today: the Cuesta College experience. The Reference Librarian, 2000, n. 69/70, p. 69-76.
• BRADBURN, Jean. Virtual or traditional: the impact of change on information services. Refer, 2006, vol. 22, n. 3, p. 4-7.
• BRADFORD, Jane T.; COSTELLO, Barbara; LENHOLT, Robert. Reference service in the digital age: an analysis of sources used to answer reference questions. The Journal of Academic Librarianship, 2005, vol. 31, n. 3, p. 263-272.
• BRUNVAND, Amy. Integrating library reference services in an online information literacy course: the internet navigator as a model. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 159-177.
• BUCKLEY, Chad E. Golden rule reference: Face-to-face and virtual. The Reference Librarian, 2006, n. 93, p. 129-136.
• BUEHLER, Marianne A.; BOATENG, Adwoa. The evolving impact of institutional repositories on reference librarians. Reference Services Review, 2005, vol. 33, n. 3, p. 291-300.
• BUTKOVICH, Nancy J.; BROWNING, Marilyn M.; TAYLOR, Kathryn L. The Reference Expert: a computerized database utilizing INMAGIC and a WORM drive. Database, 1991, vol. 14, n. 6, p. 35-38.
• CARLO, Jessica Luo; YOO, Youngjin. How may I help you?: Politeness in computer-mediated and face-to-face library reference transactions. Information and Organization, 2007, vol. 17, n. 4, p. 193-231.
• CASEY, Anne Marie. A historical overview of internet reference services for distance learners. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 5-17.
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• COLE, C.; KENNEDY, L.; CARTER, S. The optimization of online searches through the labelling of a dynamic, situation-dependent information need: the reference interview and online searching for undergraduates doing a social-science assignment. Information Processing and Management, 1996, vol. 32, n. 6, p. 709-717.
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• CULLEN, Rowena; HUANWEN, Cheng. The use of new technologies in reference and information work: A survey of training needs in China and New Zealand. Asian Libraries, 1999, vol. 8, n. 6, p. 195-214.
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• DETINGER, Sue. EL production support: The SilverPlatter electronic reference library-servers, clients and data. Library hi tech, 1998, vol. 16, n. 3-4.
• ERTEL, M. Brave New World: what a working librarian should know about living on the Internet. Searcher, 1995, vol. 3, n. 3, p. 28-33.
• ETKIN, C. Creating a core knowledge for electronic reference services. Tennessee Librarian, 1996, vol. 48, n. 1, p. 16-28.
• FARHAT, Jihad; GIRARD, Luc. L'avenir des services de reference des bibliotheques universitaires. Argus, 2004, vol. 33, n. 2, p. 23-28.
• FENNEWALD, Joseph. Same Questions, Different Venue: An Analysis of In-Person and Online Questions. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 21-35.
• GEROLIMOS, Michalis; KONSTA, Rania. Librarians' skills and qualifications in a modern informational environment. Library Management, 2008, vol. 29, n. 8/9, p. 691-699.
• GIACCAI, S.; BORETTI, E. Vuoi diventare un virtual reference librarian? Biblioteche Oggi, 1995, vol. 13, n. 10, p. 88-89.
• GOH, Dion H.; CHAN, Roy L. The National Archives of Singapore Reference Enquiry Database. The Electronic Library, 2003, vol. 21, n. 4, p. 316-321.
• GREALY, Deborah S. Technological mediation: reference and the non-traditional student. The Reference Librarian, 2000, n. 69/70, p. 63-68.
• HARZBECKER, J. H. DNA sequences over the Internet provide greater speed and accuracy for health sciences reference librarians. Microcomputers for Information Management, 1993, vol. 10, n. 1, p. 43-54.
• HAYATI, Zouhayr; JOWKAR, Tahere. Adoption of electronic reference materials in academic libraries of Iran. The International Information & Library Review, 2008, vol. 40, n. 1, p. 52-63.
• HUWE, Terrence K. Casting a Wider Net with Roving Reference. Computers in Libraries, 2003, vol. 23, n. 3, p. 34.
• IACCARINO, G. A look at Internet privacy and security issues and their relationship to the electronic job search: implications for librarians and career services professionals. The Reference Librarian, 1996, n. 55, p. 107-113.
• JANE, Catherine; MCMILLAN, Dawn. Online in real-time? Deciding whether to offer a real-time virtual reference service: Winds of change: libraries in the twenty-firt century. The Electronic Library, 2003, vol. 21, n. 3, p. 240-246.
• JANES, Joseph; HILL, Chrystie. Finger on the pulse: librarians describe evolving reference practice in an increasingly digital world. Reference and User Services Quarterly, 2003, vol. 42, n. 1, p. 54-65.
• JENKINS, Barbara; BREAKSTONE, Elizabeth; HIXSON, Carol. Content in, content out: the dual roles of the reference librarian in institutional repositories. Reference Services Review, 2005, vol. 33, n. 3, p. 312-324.
• JENKINS, L. The information superhighway, the community college and the real world: reflections on the impact of technology on reference work. Community and Junior College Libraries, 1999, vol. 8, n. 2, p. 45-49.
• JOHNSON, C. Electronic technology and its impact on libraries. Journal of Librarianship and Information Science, 1998, vol. 30, n. 1, p. 7-24.
• JORDAN, W. My Gateway at the University of Washington Libraries. Information Technology and Libraries, 2000, vol. 19, n. 4, p. 180-185.
• KATZ, Bill. Long live old reference services and new technologies. Libraries trends, 2001, vol. 50, n. 2, p. 263-285.
• KETCHELL, D. S. Too many channels: making sense out of portals and personalization. Information Technology and Libraries, 2000, vol. 19, n. 4, p. 175-179.
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• KILLE, Angela. Wikis in the workplace: how wikis can help manage knowledge in library reference services. LIBRES, 2006, vol. 16, n. 1. Disponible en http://libres.curtin.edu.au.
• KING COUNTY LIBRARY SYSTEM; UNIVERSITY OF WASHINGTON. Virtual reference services: marketing guidelines. KGLS; University of Washington, 2002.
• KUMAR, S. From reference service to information retrieval. Library Science with a Slant to Documentation, 1992, vol. 29, n. 4, p. 165-168.
• LAKOS, A.; GRAY, C. Personalized library portals as an organizational culture change agent: reflections on possibilities and challenges. Information Technology and Libraries, 2000, vol. 19, n. 4, p. 169-174.
• LAWAL, Ibironke O. Electronic reference works and library budgeting dilemma. Acquisitions Librarian, vol.19, no.37/38, pp.46-62, 2006, vol. 19, n. 37/38, p. 46-62.
• LILLARD, Linda L.; DINWIDDIE, Mollie. If you build it, they will come, but then what: a look at issues related to using online course software to provide specialized reference services. Internet Reference Services Quarterly, 2005, vol. 9, n. 3-4, p. 135-145.
• LORENZEN, E. A. The librarian's role in the job search of the future: issues and ethics in the electronic environment. The Reference Librarian, 1996, n. 55, p. 1-6.
• MACHALOW, Robert. Using Lotus and Excel for a reference file. Computers in Libraries, 1990, vol. 10, n. 2, p. 44-47.
• MANN, T. Reference service, human nature, copyright, and offsite service: in a 'digital age'? Reference and User Services Quarterly, 1999, vol. 38, n. 1, p. 55-61.
• MANSO RODRÍGUEZ, Ramón Alberto. Del escritorio tradicional al virtual: nuevas posibilidades para el servicio de referencia. ACIMED, 2007, vol. 15, n. 2.
• MARCUM, Deanna B. Research Questions for the Digital Era Library. Library Trends, 2003, vol. 51, n. 4, p. 636.
• MARTÍN CASTILLA, Sonia; ALONSO ARÉVALO, Julio. Uso de Internet en las bibliotecas: información estática y dinámica como herramienta de información. Coloquio de la Asociación Internacional de Bibliología, 2000, vol. 15. Disponible en http://eprints.rclis.org/1603.
• MARTIN, S. K. A new kind of audience. The Journal of Academic Librarianship, 1998, vol. 24, n. 6, p. 469.
• MAXWELL, D. Jackson. Digital versus print: The current state of reference affairs in school Libraries. The Reference Librarian, 2005, vol. 44, n. 91/92, p. 53-68.
• MCCLURE, Charles. A planning primer for online reference services in a public library. Online, 1980, vol. 4, n. 2, p. 57-65.
• MCDERMOTT, I. E. Reference and the bottom line in the city of industry. Searcher, 1998, vol. 6, n. 7, p. 23-27.
• MICCO, Mary; SMITH, Irma. Designing a workstation for information seekers. The Reference Librarian, 1989, n. 23, p. 135-152.
• MINER, S. Success at the reference desk: helping patrons overcome computer anxiety. Legal Reference Services Quarterly, 2001, vol. 19, n. 3/4, p. 95-103.
• MORGAN, E. L. MyLibrary in your library could make for satisfied patrons. Computers in Libraries, 1998, vol. 18, n. 5, p. 40-41.
• MOYO, Lesley; ROBINSON, Ashley. Beyond research guidance: the Gateway Library Research Mentoring Program. Library Management, 2001, vol. 22, n. 8/9, p. 343-350.
• MURRAY, Janet; TSCHERNITZ, Cindy. The impact of electronic information delivery on reference enquiries. Online Information Review, 2005, vol. 29, n. 2, p. 157-167.
• NARDI, B. A.; O'DAY, V. L. Application and implications of agent technology for libraries. The Electronic Library, 1998, vol. 16, n. 5, p. 325-337.
• NILSEN, Kirsti. Virtual versus Face-to-Face Reference. Refer, 2005, vol. 21, n. 3, p. 12-19.
• NILSEN, Kirsti. Virtual versus Face-to-Face Reference: Comparing Users' Perspectives on Visits to Physical and Virtual Reference Desks in Public and Academic Libraries. En IFLA General Conference and Council (71. 2005. Oslo). Oslo: IFLA, 2005. Disponible en http://www.ifla.org/IV/ifla71/papers/027e-Nilsen.pdf [consultado el 08/04/2009].
• OSA, Justina O. Managing the 21st Century Reference Department: Competencies. The Reference Librarian, 2003, vol. 39, n. 81, p. 33-50.
• OUNANIAN, L. A. Adding value: using a Lotus Notes database to improve reference service. Business Information Review, 1996, vol. 13, n. 4, p. 259-278.
• PANTRY, Sheila; GRIFFITHS, Peter. Introducing the concept of an electronic information service. Business Information Review, 2002, n. 19, p. 29-39.
• PHILLIPS, Holly; CARR, Richard; TEAL, Janis. Leading roles for reference librarians in institutional repositories: one library's experience. Reference Services Review, 2005, vol. 33, n. 3, p. 301-311.
• PINILLO LEÓN, Ana Luisa; GALINDO PINILLO, Niurys; CANTO ENRÍQUEZ, Alina del. El servicio de referencia de la Biblioteca Médica Nacional: de lo clásico a lo virtual. ACIMED, 2002, vol. 10, n. 6.
• POTTER, L. A. A systematic approach to finding answers over the Internet. Bulletin of the Medical Library Association, 1995, vol. 83, n. 3, p. 280-285.
• PURCELL, Royal. Computers and reference service. Library Software Review, 1989, vol. 8, n. 5, p. 256-264.
• QUINN, B. Overcoming technostress in reference services to adult learners. The Reference Librarian, 2000, n. 69/70, p. 49-62.
• RAMASWAMY, Mohan; BAILLARGEON, Tara; SIMSER, Charlene N. Making E-Reference Books Findable. Library Philosophy and Practice, 2008.
• REGER, N. K. Redefining reference services. Transitioning at one public library. Reference and User Services Quarterly, 1999, vol. 38, n. 1, p. 73-75.
• RETTIG, James. Technology, cluelessness, anthropology, and the memex: the future of academic reference service. Reference Services Review, 2003, vol. 31, n. 1, p. 17-21.
• RICE, James. The golden age of reference service: is it really over? Wilson Library Bulletin, 1986, vol. 61, n. 4, p. 17-19.
• RICHARDSON, John V. Jr. The future of reference: the intersection of information resources, technology and users. Reference Services Review, 2003, vol. 31, n. 1, p. 43-45.
• RIGGS, Colby. Reference services: virtual, digital and in-library. Library Hi Tech News, 2003, vol. 20, n. 5, p. 6-7.
• ROBERTS, Gary. Groupware as a knowledge repository. Computers in Libraries, 2005, vol. 25, n. 4, p. 29-31.
• RODKEWICH, Patricia J. M.; DEVRIES, JoAnn. Taking Control: A Reference Approach to the Internet. The Reference Librarian, 2001, n. 72, p. 113-122.
• RUAN, Lian. Designing and developing Internet reference services to support firefighter distance learners in Illinois. Internet Reference Services Quarterly, 2005, vol. 9, n. 1/2, p. 147-172.
• SAINT-ONGE, J. Les services de reference et l'acces libre aux sources electroniques dans une bibliotheque de recherche. Documentation et bibliothèques, 1994, vol. 40, n. 3, p. 149-152.
• SCHLOMAN, B. F. Managing reference services in an electronic environment. The Reference Librarian, 1993, n. 39, p. 99-109.
• SCHNEIDER, Karen G. The Distributed Librarian: Live, Online, Real-Time Reference. American Libraries, 2000, vol. 31, n. 10, p. 64.
• SENDI, K.; REIMAN, D. Point-and-click at the reference desk. Online, 1995, vol. 19, n. 4, p. 76-78.
• SHAMEL, C. L. Centralized library and learning resources: a remote access demonstration project. Community and Junior College Libraries, 2001, vol. 10, n. 4, p. 13-28.
• SHENTON, Andrew K. Viewing information needs through a Johari Window. Reference Services Review, 2007, vol. 35, n. 3, p. 487-496.
• SIMMONDS, Patience L. The 21st Century Reference Department: Working to Provide Quality: Service to Users. The Reference Librarian, 2003, vol. 39, n. 81, p. 89-103.
• SINGH, Sewa. Reference service and automation. Lucknow Librarian, 1983, vol. 15, n. 4, p. 125-134.
• SLATER, Robert. Reference desk notes: an online knowledge management system. Internet Reference Services Quarterly, 2006, vol. 11, n. 3, p. 69-83.
• SMITH, Dana E. The Information Station. Small Computers in Libraries, 1987, vol. 7, n. 6, p. 26-27.
• SMITH, Dana E. Reference expert systems: humanizing depersonalized service. The Reference Librarian, 1989, n. 23, p. 177-190.
• SMITH, Karen F. Robot at the reference desk? College and Research Libraries, 1986, vol. 47, n. 5, p. 486-490.
• SONG, Yoo-Seong. International business students: a study on their use of electronic library services. Reference Services Review, 2004, vol. 32, n. 4, p. 366-371.
• SOTTONG, S. P. A menu-driven ready reference file using dBase 3 Plus or dBase 4. Library Software Review, 1993, vol. 12, n. 3, p. 36-41.
• SOWARDS, Steven W. Reference collections, reference services, and the change from text to technology. New Library World, 2003, vol. 104, n. 4/5, p. 135-141.
• SPINK, Amanda. Mediated online searching and digital reference. The Reference Librarian, 2002-2003, vol. 38, n. 79/80, p. 57-65.
• STALKER, J. C.; MURFIN, M. E. Frequently asked questions: an effective way to store and retrieve reference information? Reference Services Review, 1996, vol. 24, n. 4, p. 31-40.
• STILL, J.; ALEXANDER, J. Integrating Internet into reference: policy issues. College and Research Libraries News, 1993, vol. 54, n. 3, p. 139-140.
• STOVER, Mark. Making tacit knowledge explicit: the Ready Reference Database as codified knowledge. Reference Services Review, 2004, vol. 32, n. 2, p. 164-173.
• STRAW, Joseph E. From magicians to teachers: The development of electronic reference in libraries: 1930-2000 . The Reference Librarian, 2001, n. 74, p. 1-12.
• TALAVERA IBARRA, Ana María. El bibliotecario electrónico: Consideraciones en torno al servicio de referencia en la era digital. Biblios, 2000, vol. 1, n. 3. Disponible en http://www.revistabiblios.com.
• TENOPIR, C.; NEUFANG, R. Electronic reference options: tracking the changes. Online, 1995, vol. 19, n. 4, p. 67-73.
• THOMAS, J.; SOTTONG, S. P. Automating your ready-reference file. Reference Services Review, 1994, vol. 22, n. 1, p. 89-93.
• TRAUTMAN, Rodes; GOTHBERG, Helen M. A reference tools database: a proposed application for a microcomputer at the reference desk. The Reference Librarian, 1982, n. 5/6, p. 195-198.
• WILDE, Erik. References as knowledge management. Issues in Science and Technology Librarianship, 2004, n. 41. Disponible en http://www.istl.org.
• WU, Qi. Win-win strategy for the employment of reference graduate assistants in academic libraries. Reference Services Review, 2003, vol. 31, n. 2, p. 141-153.
• YOUNG, Courtney L.; DIAZ, Karen R. E-reference: incorporating electronic publications into reference. Library Hi Tech, 1999, vol. 17, n. 1, p. 55-62.
• YU, Holly; ZHANG, Ying; BISHOP, Corinne. Content and workflow management for library web sites: case studies: Project-management tools for libraries: a planning and implementation model using Microsoft Project 2000. Information Technology and Libraries, 2005, vol. 24, n. 3, p. 259-147, 152.

4. Recursos y tecnología web en los servicios de referencia

Uso y valor de Internet en los servicios bibliotecarios de referencia.

• ADALIAN, Paul T.; SWANSON, Judy. Locally developed Web-enabled databases: new roles and opportunities for libraries. Reference Services Review, 2001, vol. 29, n. 3, p. 238-253.
• ADAMS, M. Meeting reference responsibilities through library Web sites. The Reference Librarian, 2001, n. 74, p. 91-101.
• BALLARD, Terry. VERSO Graphic Interface to Reference Sources: A Project of Quinnipiac University's Arnold Bernhard Library. Journal of Library Administration, 2008, vol. 48, n. 3-4, p. 265-275.
• BERNIER, Roxane; BOWEN, Jonathan P. Web-based discussion groups at stake: the profile of museum professionals online. Program, 2004, vol. 38, n. 2, p. 120-137.
• BORDEIANU, Sever; CARTER, Christina E.; DENNIS, Nancy K. Delivering electronic resources with Web OPACs and other Web-based tools: needs of reference librarians. Reference Services Review, 2000, vol. 28, n. 2, p. 111-119.
• CANNON, Nancy. Yahoo! Do you Google? Virtual reference overview. The Reference Librarian, 2002, vol. 38, n. 77, p. 31-37.
• COLLINS, S. L. Developing Web resource guides for local history: a Pittsburgh example. Public Services Quarterly, 2002, vol. 1, n. 2, p. 67-78.
• CRAWFORD, G. A.; WHITE, G. W. Migrating to Internet-based reference services: issues for the smaller academic library. Internet Reference Services Quarterly, 1998, vol. 3, n. 4, p. 3-18.
• CROOK, E. The role of the Internet in public libraries. LASIE, 2000, vol. 31, n. 1, p. 28, 31,34-6.
• DARRIES, Fatima. Internet access and use in reference services in higher education institutions in South Africa. South African Journal of Libraries and Information Science, 2004, vol. 70, n. 2, p. 72-85.
• DI SU. Electronic Stacks: Using Web Sources in Reference Service. The Reference Librarian, 1999, n. 65, p. 161-176.
• DIAZ, K. R.; O'HANLON, N. Hot topics on the Web: strategies for research. Reference and User Services Quarterly, 2001, vol. 41, n. 1, p. 25-29.
• ENGEL, Debra; ROBBINS, Sarah. Improving reference services through a library website: strategies for collaborative change. The Reference Librarian, 2003, vol. 40, n. 83/84, p. 157-173.
• FRÍAS, Amparo; LORENTE, Magdalena. La web de la biblioteca como escaparate de la biblioteca física: análisis de las webs de las bibliotecas públicas. BiD: textos universitaris de biblioteconomia i documentació, 2003, n. 10. Disponible en http://www.ub.es/bid.
• GARCÍA GÓMEZ, Francisco Javier. Las bibliotecas públicas españolas en Internet: ¿qué servicios ofrecen? Boletín de la Asociación Andaluza de Bibliotecarios, 2002, n. 68, p. 22-36.
• GARCÍA MARCO, Francisco Javier. Servicios de información en la World Wide Web: una nueva frontera para los docentes del área de Biblioteconomía y Documentación. Cuadernos de documentación multimedia, 1998, n. 6-7. Disponible en http://multidoc.rediris.es/cdm.
• GUPTA, Rajiv; KUMAR, Vijai; SINGH, Sanjay Kumar; SINGH, Manoj. A typical approach to develop a comprehensive library web. SRELS Journal of Information Management, 2004, vol. 41, n. 1, p. 19-27.
• HOLLIS, Deborah R.; JOBE, Margaret M. Publishing on the Web: creating a local reference tool. Library Hi Tech, 1999, vol. 17, n. 1, p. 63-74.
• HOPE, Charity B.; KAJIWARA, Sandra; MENGXIONG LIU. The Impact of the Internet: Increasing the Reference Librarian' s Role as Teacher . The Reference Librarian, 2001, n. 74, p. 13-36.
• HUBBARD, William J.; NIU, Guiling; WANG, Hanrong. Current status of reference services in academic libraries in mainland China: a web analysis. The International Information and Library Review, 2004, vol. 36, n. 2, p. 105-110.
• HUNDIE, Kebede. Library operations and Internet resources. The Electronic Library, 2003, vol. 21, n. 6, p. 555-564.
• JAY, Margaret; WEBBER, Sheila. Impact of the internet on delivery of reference services in English public libraries. Program: electronic library and information systems, 2005, vol. 39, n. 1, p. 25-38.
• JOHNSON, R.; MCKIBBEN, J.; RUSTOMFRAM, P. Everything matters: creating a reference web page, the university of Memphis library experience. Tennessee Librarian, 1997, vol. 49, n. 2, p. 5-11.
• JOINT, Nick; LAW, Derek. The electronic library: a review. Library Review, 2000, vol. 49, n. 9, p. 428-435.
• JONES, J. E. Internet success stories from the Lewis and Clark Library System. Illinois Libraries, 1996, vol. 78, n. 3, p. 127-140.
• KENNEDY, S. D. The Web makes its way mainstream: what kinds of everyday uses are you putting the Web to? Information Today, 1999, vol. 16, n. 10, p. 30-32.
• KENNEY, Anne R.; MCGOVERN, Nancy Y.; MARTINEZ, Ida T.; HEIDIG, Lance J. Google Meets eBay: What Academic Librarians Can Learn from Alternative Information Providers . D-Lib Magazine, 2003, vol. 9, n. 6. Disponible en http://www.dlib.org.
• KONDRUP, Ruth. Internet as a tool for reference work Experiences from the IFLA/Danida trial project in Ghana. En IFLA General Conference and Council (68. 2002. Glasgow). Glasgow: IFLA, 2002. Disponible en http://www.ifla.org/IV/ifla68/papers/002-128e.pdf [consultado el 08/04/2009].
• KONDRUP, Ruth. Reference work in a library system without national bibliographies and union catalogues. Internet as a tool for reference work Experiences from the IFLA/Danida trial project in Ghana. En IFLA General Conference and Council (68. 2002. Glasgow). Glasgow: IFLA, 2002. Disponible en http://www.ifla.org/IV/ifla68/papers/002-128e.pdf [consultado el 08/04/2009].
• KOUTNIK, C. The World Wide Web is here: is the end of printed reference sources near? RQ, 1997, vol. 36, n. 3, p. 422-429.
• KOVACS, D. K.; SCHLOMAN, B. F.; MCDANIEL, J. A. A model for planning and providing reference services using Internet resources. Library Trends, 1994, vol. 42, n. 4, p. 638-647.
• LADNER, S. J.; TILLMAN, H. N. Using the internet for reference. Online, 1993, vol. 17, n. 1, p. 45-51.
• MCGLAMERY, Susan; COFFMAN, Steve. Moving reference to the web. Reference and User Services Quarterly, 2000, vol. 39, n. 4, p. 380-386.
• MELLENDORF, S. A. Automating access to Internet resources at the reference desk. Online, 1994, vol. 18, n. 5, p. 69-73.
• MERLO VEGA, José Antonio. El servicio de Internet en la biblioteca pública. Boletín de la AABADOM, 2003, n. 1-2, p. 53-55.
• MERLO VEGA, José Antonio; SORLI ROJO, Angela. Pregunte a un bibliotecario: servicios de referencia en línea. Revista española de documentación científica, 2003, vol. 26, n. 1, p. 91-101.
• MITCHELL, Eleanor; WATSTEIN, Sarah Barbara. Web researchers wanted. Reference Services Review, 2006, vol. 34, n. 3, p. 329-332.
• MOORE, Sheryl. Weaving the Web: the impact of the Internet and other electronic technologies on reference service. Louisiana Library Association Bulletin, 1998, n. 60, p. 114-118.
• MORIN, Nicolas. Contenus et services des sites web des bibliothèques. Bulletin des Bibliothèques de France, 2003, vol. 48, n. 4, p. 9-13.
• MOYO, L. M. Electronic Libraries and the Emergence of New Service Paradigms. The Electronic Library, 2004, vol. 22, n. 3, p. 220-230.
• MULAC, C. M. Nothing but Net: a selected bibliography of using the Internet for reference. Illinois Libraries, 1996, vol. 78, n. 1, p. 15-16.
• PETERSON, Elizabeth. Browsing the Virtual Stacks: Making Electronic Reference Tools More Visible to Users. Public Services Quarterly, 2008, vol. 4, n. 3, p. 261-268.
• POMERANTZ, Jeffrey; STUTZMAN, Frederic. Collaborative reference work in the blogosphere. Reference Services Review, 2006, vol. 34, n. 2, p. 200-212.
• REVILL, Don. Information services in an electronic environment: a review. New Library World, 2002, vol. 103, n. 1180, p. 336-339.
• RYAN, S. Reference service for the Internet community: a case study of the Internet Public Library Reference Division. Library and Information Science Research, 1996, vol. 18, n. 3, p. 241-259.
• SAWYER, D. A matter of confidence: asking reference questions over the Internet. Online, 1993, vol. 17, n. 4, p. 8-9.
• SCHMIDT, Janine. Promoting library services in a Google world. Journal: Library Management, 2007, vol. 28, n. 6/7, p. 337-346.
• STERN, D. Expert systems: HTML, the WWW, and the librarian. Computers in Libraries, 1995, vol. 15, n. 4, p. 56-58.
• TENOPIR, Carol. Internet issues in reference. Library Journal, 1995, vol. 120, n. 16, p. 28-30.
• VELDOF, Jerilyn R. From Desk to Web: Creating Safety Nets in the Online Library. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 120-134.
• WHITLATCH, Jo Bell. Reference futures: outsourcing, the Web, or Knowledge counseling. Reference services review, 2003, vol. 31, n. 1, p. 26-30.
• YU, X. Advancing reference information systems on the Web. Internet Reference Services Quarterly, 1996, vol. 1, n. 3, p. 67-74.
• ZUMALT, Joseph R.; PASICZNYUK, Robert W. The Internet and reference services: a real-world test of Internet utility. Reference and User Services Quarterly, 1998, vol. 38, n. 2, p. 165-172.
• ZUMALT, Joseph R.; SMITH, Rebecca A.; SONG, Yoo-Seong. Cost-of-Living Calculators on the Web: An Empirical Snapshot. Reference and User Services Quarterly, 2003, vol. 43, n. 2, p. 155-164.

5. Bibliografía complementaria sobre servicios de referencia

Documentos sobre servicios de referencia que no correspondan a alguna de las categorías anteriores.

• AFOLABI, Michael. Application of diagnostic constructs to query negotiation in reference service. Library Review, 1996, vol. 45, n. 8, p. 25-32.
• AKED, Michael J.; PHILLIPS, John C.; REIMAN-SENDI, Karen; RISNER, Kevin; VOIGT, Kathleen J.; WIESLER, Judy. Faculty use of an academic library reference collection. Collection Building, 1998, vol. 17, n. 2, p. 56-64.
• AMERICAN LIBRARY ASSOCIATION. REFERENCE AND ADULT SERVICES DIVISION. The reference assessment manual. Ann Arbor (Michigan): Pierian Press, 1995.
• ANELLO, Karen; BONFIELD, Brett. Providing Reference Service in Our Sleep. Reference and User Services Quarterly, 2007, vol. 46, n. 3, p. 28-33.
• ANGELO, Barbara J. D'. If They Build It Will They Come? Cooperation and Collaboration to Create a Customized Library. The Reference Librarian, 2003, vol. 40, n. 83-84, p. 237-250.
• ARNOLD, Julie; KASKE, Neal K. Evaluating the quality of a chat service. Portal: Libraries and the Academy, 2005, vol. 5, n. 2, p. 177-193.
• BARLOW, Diane L.; AVERSA, Elizabeth. Library Professionals for the 21st Century Academy. Advances In Librarianship, 2006, vol. Volume 30, p. 327-364.
• BARNES, Newkirk. Doing It All: First Year Challenges for New Academic Reference Librarians. The Reference Librarian, 2007, vol. 47, n. 97, p. 51-61.
• BASCO, Buenaventura B.; GODA, Donna; KILLINGSWORTH, Elizabeth K. University of Central Florida Librarians on Location. Public Services Quarterly, 2002, vol. 1, n. 3, p. 13-19.
• BATT, C. Creating the Clapham Junction of knowledge. Library Manager, 1995, n. 3, p. 5.
• BECK, Susan E.; TURNER, Nancy B. On the Fly BI: Reaching and Teaching from the Reference Desk. The Reference Librarian, 2001, n. 72, p. 83-96.
• BEJUNE, Matthew; KINKUS, Jane. Creating a composite of user behavior to inform decisions about new and existing library services. Reference Services Review, 2006, vol. 34, n. 2, p. 185-192.
• BLOCKS, D.; CUNLIFFE, D.; TUDHOPE, D. A Reference Model for User-System Interaction in Thesaurus-Based Searching. Journal of the American Society for Information Science and Technology, 2006, vol. 57, n. 12, p. 1655-1665.
• BOENINGER, Chad E. Get in the Game: Adapting Library Services to the Needs of Garners. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 106-119.
• BORIN, Jacqueline. Training, Supervising, and Evaluating Student Information Assistants. The Reference Librarian, 2001, n. 72, p. 195-206.
• BOSQUE, Darcy Del; CHAPMAN, Kimberly. Your place or mine? Face-to-face reference services across campus. New Library World, 2007, vol. 108, n. 5/6, p. 247-262.
• BROWN, Deborah; LEITH, Dean. Integration of the research library service into the editorial process: Embedding the librarian into the media. Aslib Proceedings, 2007, vol. 59, n. 6, p. 539-549.
• BURKE, Cynthia; GREENBERG, Stephen; AHMED, Terry. Serving our colleagues: reference and history of medicine services from the National Library of Medicine. Medical Reference Services Quarterly, 2007.
• BUTLER, Walter. Re-establishing memory: memory's functions and the reference librarian. Reference Services Review, 2008, vol. 36, n. 1, p. 97-110.
• CALALUCA, Eric M. Reference Universe: unlocking libraries' reference collections. Against the Grain, 2006, vol. 18, n. 6, p. 36-38.
• CARANDE, Robert. Reference Advisory Systems (RAS): some practical issues. Reference Services Review, 1989, vol. 17, n. 3, p. 87-90.
• CARDWELL, C.; FURLONG, K.; O'KEEFFE, J. My librarian: personalized research clinics and the academic library. Research Strategies, 2001, vol. 18, n. 2, p. 97-111.
• CARTER, David S.; JANES, Joseph. Unobtrusive Data Analysis of Digital Reference Questions and Service at the Internet Public Library: An Exploratory Study . Library trends, 2000, vol. 49, n. 2.
• CHANDLER, Yvonne J. Reference in library and information science education. Library trends, 2001, vol. 50, n. 2, p. 245-262.
• CHANG, Hye Rhan; HOLLAND, Maurita Peterson. User satisfaction survey of ask-a-question service at the internet public library. Internet Reference Services Quarterly, 2005, vol. 10, n. 2, p. 61-73.
• COPPOLA, Elaine. Do You Have Any Information on the Goth Lifestyle? The Reference Librarian, 2001, n. 72, p. 171-177.
• COVI, Lisa M.; CRAGIN, Melissa H. Reconfiguring Control in Library Collection Development: A Conceptual Framework for Assessing the Shift Toward Electronic Collections. Journal of the American Society for Information Science and Technology, 2004, vol. 55, n. 4, p. 312-325.
• CROWE, Kathryn M. Collaborative Leadership: A Model for Reference Services. The Reference Librarian, 2003, vol. 39, n. 81, p. 59-69.
• CURTIS, S.; MANN, B. Cooperative reference: is there a consortium model? Reference and User Services Quarterly, 2002, vol. 41, n. 4, p. 344-349.
• DADZIE, Perpetua S. Whither reference services? Views of some Ghanaian library school students. Library Review, 2009, vol. 58, n. 1, p. 56-67.
• DALLIS, Diane; WALTERS, Carolyn. Reference services in the commons environment. Reference Services Review, 2006, vol. 34, n. 2, p. 248-260.
• DANIELS, Tim. What is Common about Learning Commons? A Look at the Reference Desk in This Changing Environment. En Steiner, Sarah K.; MADDEN, M. LESLIEThe desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 1-13.
• DARBY, Della H.; NORTHRUP, Lori A.; WADDELL, Carla T.; WATTERS, Heather F. Cooperation in a Multi-Faceted Reference Department: Blending Resources, Personnel, and Services of Reference, Instruction, Interlibrary Loan, and Government Documents . The Reference Librarian, 2003, vol. 40, n. 83-84, p. 119-130.
• DE GROOTE, S. L.; HITCHCOCK, K.; MCGOWAN, R. Trends in Reference Usage Statistics in an Academic Health Sciences Library. Journal of the Medical Library Association, 2007, vol. 95, n. 1, p. 23-30.
• DE GROOTE, Sandra L. Questions asked at the virtual and physical health sciences reference desk: how do they compare and what do they tell us? Medical reference services quarterly, 2005, vol. 24, n. 2, p. 11-23.
• DEE, Cheryl; ALLEN, Maryellen. A survey of the usability of digital reference services on academic health science library Web sites. The Journal of Academic Librarianship, 2006, vol. 32, n. 1, p. 69-78.
• DELGADO LÓPEZ-CÓZAR, Emilio. La investigación en biblioteconomía y documentación. Gijón: Trea, 2002.
• DEW, S. H.; BUCHANAN, N. L.; KNIGHT, L. A. Twenty years of MARS in print: an annotated bibliography. RQ, 1997, vol. 36, n. 3, p. 382-392.
• DILEVKO, Juris. Unobtrusive Evaluation of Reference Service and Individual Responsibility: The Canadian Experience. Westport CT: Greenwood Publishing, 2000.
• DILEVKO, Juris; LISA GOTTLIEB. Reading and the Reference Librarian: The Importance to Library Service of Staff Reading Habits. Jefferson NC: McFarland, 2003.
• DUCKETT, Bob. From reference library to information service: services in danger. Library Review, 2004, vol. 53, n. 6, p. 301-308.
• DUCKETT, Bob. Paradise Lost? The Retreat from Reference. Library Review, 1992, vol. 41, n. 1, p. 4-24.
• DUCKETT, Bob. Reference and information services. Library Review, 2000, vol. 49, n. 9, p. 454-461.
• DUFFY, Amanda. IFLA Reference and Information Services Section 2005. Refer, 2005, vol. 21, n. 3, p. 9-11.
• ENGLE, S. Reference services and issues in resource sharing via NREN. Current Studies in Librarianship, 1992, vol. 16, n. 1, p. 83-93.
• ESCALONA RÍOS, Lina. La evaluación del servicio de consulta ¿cantidad o calidad? Biblioteca universitaria: revista de la Dirección General de Bibliotecas, 2004, vol. 7, n. 1, p. 12-22.
• EZZELL, J. R. It was the most uncertain of times: academic reference librarianship at the end of the Twentieth Century. North Carolina Libraries, 1998, vol. 56, n. 3, p. 96-99.
• FIELDS, Anne M. Ill-structured problems and the reference consultation: The librarian's role in developing student expertise. Reference Services Review, 2006, vol. 34, n. 3, p. 405-420.
• FITZPATRICK, Elizabeth B.; MOORE, Anne C.; LANGA, Beth W. Reference Librarians at the Reference Desk in a Learning Commons: A Mixed Methods Evaluation. The Journal of Academic Librarianship, 2008, vol. 34, n. 3, p. 231-238.
• FREY, Susan M.; CODISPOTI, Margi. Reshaping Spaces and Rethinking Roles: Reference as Place. En Brick and Click Libraries: Proceedings of an Academic Libraries Symposium (8. 2008. Maryville, Missouri). Maryville, Missouri: Northwest Missouri State University, 2008, p. 15-19.
• FRICKÉ, Martin; FALLIS, Don. Indicators of Accuracy for Answers to Ready Reference Questions on the Internet. Journal of the American Society for Information Science and Technology, 2004, vol. 55, n. 3, p. 238-245.
• FRITCH, John W.; MANDERNACK, Scott B. The emerging reference paradigm: a vision of reference services in a complex information environment. Library trends, 2001, vol. 50, n. 2, p. 286-305.
• GALLUZZI, Anna. Il reference che verrà. Bollettino AIB, 2004, vol. 44, n. 2, p. 183-195.
• GALVIN, Jeanne. Alternative Strategies for Promoting Information Literacy. The Journal of Academic Librarianship, 2005, vol. 31, n. 4, p. 352-357.
• GANDHI, Smiti. Knowledge management and reference services. The Journal of Academic Librarianship, 2004, vol. 30, n. 5, p. 368-381.
• GORMAN, Michael. Values for human-to-human reference. Library trends, 2001, vol. 50, n. 2, p. 168-182.
• GROSS, M. Imposed versus self-generated questions: implications for reference practice. Reference and User Services Quarterly, 1999, vol. 39, n. 1, p. 53-61.
• GROSS, Melissa; MCCLURE, Charles R.; LANKES, R. David. Costing reference: issues, approaches, and directions for research. The Reference Librarian, 2006, vol. 46, n. 95/96, p. 173-186.
• HARLEY, Bruce; DREGER, Megan; KNOBLOCH, Patricia. The postmodern condition: students, the Web, and academic library services. Reference Services Review, 2001, vol. 29, n. 1, p. 23-32.
• HARMON, Glynn. Toward expert inquiry systems. The Reference Librarian, 1987, n. 18, p. 95-106.
• HARRISON, L. Stress relief: help for the technophobic patron from the reference desk. The Reference Librarian, 2000, n. 69/70, p. 31-47.
• HAYDEN, K. Alix; LEE, Jennifer; MACMILLAN, Don. I wouldn't have asked for help if I had to go to the Library: reference services on site. Issues in Science and Technology Librarianship, 2004, n. 41. Disponible en http://www.istl.org.
• HEAD, Michael C.; MARCELLA, Rita. A Testing Question: The Quality of Reference Services in Scottish Public Libraries. Library Review, 1993, vol. 42, n. 6, p. 7-13.
• HEAD, Michael C.; MARCELLA, Rita; SMITH, Judith M. Are you being served? The quality of business information provision in Scottish public libraries. Library Review, 1995, vol. 44, n. 2, p. 28-37.
• HEIN, Karen K. Information uncommon: public computing in the life of reference. Reference Services Review, 2006, vol. 34, n. 1, p. 33-42.
• HENNER, Terry. Reference practice. Medical Reference Services Quarterly, 2006, vol. 25, n. 3, p. 98-99.
• HERIARD, R. Ethical issues facing reference service providers in a cooperative state-wide multi-type library network. LLA Bulletin, 1995, vol. 58, n. 1, p. 10-14.
• HERNON, Peter; MCCLURE, Charles. Unobstrusive reference testing: the 55 percent rule. Library Journal, 1986, n. 111, p. 37-41.
• HILLER, Steve; SCHILLIE, Jane; SELF, Jim. Evaluación de la Comunidad: Parte esencial de las herramientas del bibliotecario referencista. En IFLA General Conference and Council (70. 2004. Buenos Aires). Buenos Aires: IFLA, 2004. Disponible en http://www.ifla.org/IV/ifla70/papers/029s_trans-Hiller_Schillie_Self.pdf [consultado el 08/04/2009].
• HOGAN, D. R. Cooperative reference services and the referred reference question: an annotated bibliography, 1983-1994. Reference services review, 1996, vol. 24, n. 1, p. 57-64.
• HOIVIK, Tord. Why do you ask? Reference statistics for library planning. Performance Measurement and Metrics, 2003, vol. 4, n. 1, p. 28-37.
• HOIVIK, Tord. Why is quality control so hard? Reference studies and reference quality in public libraries: the case of Norway. En IFLA General Conference and Council (69. 2003. Berlín). Berlín: IFLA, 2003,
• HOWZE, Philip C. Training the New Head of Reference: Focusing on the Supervising Relationship as Technique. The Reference Librarian, 2003, vol. 39, n. 81, p. 51-58.
• HULL, Tracy L.; TAYLOR, Natalia. Crossing Three Bridges: Linking Librarianship and Teaching Across the P-16 Educational Continuum . The Reference Librarian, 2003, vol. 40, n. 83-84, p. 83-96.
• HYOKYOUNG YI. Korean collections consortium of North America: Ten years and after. Journal of East Asian Libraries, 2007, n. 142, p. 25-36.
• JANES, Joseph. What is reference for? Reference Services Review, 2003, vol. 31, n. 1, p. 22-25.
• JANTZ, Ron. Knowledge management in academic libraries: special tools and processes to support information professionals. Reference Services Review, 2001, vol. 29, n. 1, p. 33-39.
• JASTRAM, Iris; ZAWISTOSKI, Ann. Personalizing the library via research consultations. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 14-24.
• JOHNSON, Brenda L.; ALEXANDER, Laurie A. Reaching Beyond the Walls of the Library. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 25-37.
• JUZNIC, Primoz; URBANIJA, Jose; GRABRIJAN, Edvard; MIKLAVC, Stasoa; OSLAJ, Damijana; SVOLJSAK, Sonja. Excuse me, how do I commit suicide? Access to ethically disputed items of information in public libraries. Library Management, 2001, vol. 22, n. 1/2, p. 75-80.
• KATZ, Bill; FRALEY, Ruth A. (eds.). Evaluation of reference services. Binghamton, NY: The Haworth Information Press, 1985.
• KING, Valery. Cooperative Reference Desk Scheduling and Its Effects on Professional Collegiality . The Reference Librarian, 2003, vol. 40, n. 83-84, p. 97-118.
• KLUEGEL, Kathleen; ROSS, Catherine Sheldrick. The Reference Interview. Reference and User Services Quarterly, 2003, vol. 43, n. 1, p. 37-43.
• KURUPPU, Pali U. Evaluation of Reference Services: A Review. The Journal of Academic Librarianship, 2007, vol. 33, n. 3, p. 368-381.
• LABAUGH, Ross T. Solution Focused Reference: Counselor Librarianship Revisited. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 38-53.
• LAMY, Jean-Philippe. Les espaces d'information: éléments de programmation. Bulletin des Bibliothèques de France, 2000, vol. 45, n. 3, p. 83-88.
• LAMY, Jean-Philippe. Evaluer un service de référence: quelques outils. Bulletin des Bibliothèques de France, 2001, vol. 46, n. 4, p. 82-88.
• LANDESMAN, Margaret. Getting it right: the evolution of reference collections. The Reference Librarian, 2005, vol. 44, n. 91/92, p. 5-22.
• LASKOWSKI, Mary S.; FENNELL, Chad. Retooling Access to Academic Media Collections. Technical Services Quaterly, 2006, vol. 23, n. 3, p. 19-37.
• LAW, Lin Mui; GAO, Vicky Xiaohang; NG, Hui Ling. Performance evaluation: A case study of Lee Kong Chian Reference Library, National Library of Singapore. Library Management, 2009, vol. 30, n. 1/2, p. 177-87.
• LEAHY, Lynda. Managing an Academic Reference Department . The Reference Librarian, 2003, vol. 39, n. 81, p. 5-15.
• LEONG, Julia. Academic reference librarians prepare for change: an Australian case study. Library Management, 2008, vol. 29, n. 1/2, p. 77-86.
• LEVASSEUR, D. L'Internet et les services de reference: une enquete dans les etablissements universitaires du Quebec. Argus, 1996, vol. 25, n. 1, p. 5-12.
• LIBERATORE, Gustavo. Los servicios bibliotecarios en línea y la formación universitaria a distancia en la Argentina: acceso a la información y formación. En IFLA General Conference and Council (70. 2004. Buenos Aires). Buenos Aires: IFLA, 2004. Disponible en http://www.ifla.org/IV/ifla70/papers/172s-Liberatore.pdf [consultado el 08/04/2009].
• LIPOW, Anne Grodzins. The future of reference: point-of-need reference service: no longer an afterthought. Reference Services Review, 2003, vol. 31, n. 1, p. 31-35.
• LIPOW, Anne Grodzins. The librarian has left the building: But to where? Internet reference services quarterly, 2003, vol. 8, n. 1-2, p. 9-18.
• LOCHORE, Stephen. How good are the free digital reference services? A comparison of library-based and expert services. Library Review, 2004, vol. 53, n. 1, p. 24-29.
• MALENFANT, Chuck; DEMERS, Nora Egan. Collaboration for point-of-need library instruction. Reference Services Review, 2004, vol. 32, n. 3, p. 264-273.
• MALLIARI, Aphrodite; KYRIAKI-MANESSI, Daphne. Users' behaviour patterns in academic libraries' OPACs: a multivariate statistical analysis. New Library World, 2007, vol. 108, n. 3/4, p. 107-122.
• MANUEL, K.; HORN, J. Association of College and Research Libraries Tenth National Conference. Library Hi Tech News, 2001, vol. 18, n. 5, p. 29-32.
• MASSÍSSIMO, Ángels. Avaluació de serveis de referència. Item, 1994, n. 15, p. 104-117.
• MATHEWS, Brian S. Preemptive Reference: Coming out from Behind the Desk. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 91-98.
• MATUS SEPÚLVEDA, Gladys; MOLINA LUQUE, Fidel. Metodología cualitativa: un aporte de la Sociología para investigar en Bibliotecología. Valparaíso: Universidad de Playa Ancha, 2006.
• MATYLONEK, J. C.; OTTOW, C.; REESE, T. Organizing ready reference and administrative information with the reference desk manager. D-Lib Magazine, 2001, vol. 7, n. 11. Disponible en http://www.dlib.org.
• MCCLARE, Christel L. Serials reference services at the National Library of New Zealand. Serials Librarian, 1991, vol. 20, n. 4, p. 35-45.
• MERLO VEGA, José Antonio. El servicio de referencia. Anales de documentación, 2000, n. 3, p. 93-126.
• MITCHELL, Eleanor; WATSTEIN, Sarah Barbara. Further thoughts about putting the user at the center. Reference Services Review, 2007, vol. 35, n. 1, p. 5-7.
• MITCHELL, Eleanor; WATSTEIN, Sarah Barbara. Thumbs up: a new definition of reference. Reference Services Review, 2008, vol. 36, n. 1, p. 5-6.
• MIWA, Makiko. Situatedness in users' evaluation of information and information services. New Review of Information Behaviour Research: New Review of Information Behaviour Research, 2003, vol. 4, n. 1, p. 207-224.
• MORENO TORRES, R. El bibliotecario de referencia: técnica y entorno espacial. Revista Española de Documentación Científica, 1991, vol. 14, n. 3, p. 289-290.
• MURGAI, Sarla R.; AHMADI, Mohammad. A multiple regression model for predicting reference desk staffing requirements. The Bottom Line: Managing Library Finances, 2007, vol. 20, n. 2, p. 69-76.
• NEW TRAINING MODES FOR REFERENCE SERVICES. Ander, Jennifer//Strittmatter, Connie. En Steiner, Sarah K.; MADDEN, M. LESLIE (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008, p. 148-158.
• NGIAN, Lek Choh. The re-invention of the reference enquiry service: a case study of the National Library Board, Singapore. En IFLA General Conference and Council (71. 2005. Oslo). Oslo: IFLA, 2005. Disponible en http://www.ifla.org/IV/ifla71/papers/031e-Ngian.pdf [consultado el 08/04/2009].
• NICHOLAS, David; HUNTINGTON, Paul; JAMALI, Hamid R.; DOBROWOLSKI, Tom. Characterising and evaluating information seeking behaviour in a digital environment: Spotlight on the `bouncer'. Information Processing and Management, 2007, vol. 43, n. 4, p. 1085-1102.
• NILSEN, Kirsti. Comparing users' perspectives of in-person and virtual reference. New Library World, 2006, vol. 107, n. 3/4, p. 91-104.
• NOFSINGER, Mary M. Training and Retraining Reference Professsionals: Core Competencies for the 21st Century. The Reference Librarian, 1999, n. 64, p. 9-19.
• NOVOTNY, Eric. Evaluating electronic reference services: issues, approaches and criteria. The Reference Librarian, 2001, n. 74, p. 103-120.
• ODER, Norman. Reference Report Raises Questions. Library Journal, 2001, vol. 126, n. 15, p. 18.
• OTT, Katherine; CHHIU, Sueling. The first wave: Floating in the Florida State University Strozier Library, Florida State University, Tallahassee, Florida. New Library World, 2007, vol. 108, n. 3/4, p. 165-176.
• PARIROKH, Mehri; DANESHGAR, Farhad; FATTAHI, Rahmatollah. Identifying knowledge-sharing requirements in academic libraries. Library Review, 2008, vol. 57, n. 2, p. 107-122.
• PARROTT, James R. REFSIM: a bimodal knowledge-based reference training and consultation system. Reference Services Review, 1988, vol. 16, n. 1-2, p. 61-68.
• PICKARD, Alison Jane. Research methods in information. London: Facet, 2007.
• POLL, Roswitha. Performance measures for library networked services and resources. The Electronic Library, 2001, vol. 19, n. 5, p. 307-314.
• POMERANTZ, Jeffrey. Collaboration as the Norm in Reference Work. Reference and User Services Quarterly, 2006, vol. 46, n. 1, p. 45-55.
• POMERANTZ, Jeffrey. A linguistic analysis of question taxonomies. Journal of the American Society for Information Science and Technology, 2005, vol. 56, n. 7, p. 715-728.
• POWELL, Ronald R.; CONNAWAY, Lynn Silipigni. Basic research methods for librarians. 4^th ed. Westport (Connecticut); London: Libraries Unlimited, 2004.
• PYATI, Ajit. Limited English proficient users and the need for improved reference services. Reference Services Review, 2003, vol. 31, n. 3, p. 264-271.
• QUINLAN, Nora J.; TUNON, Johanna. Providing reference in a joint-use library. Internet Reference Services Quarterly, 2005, vol. 9, n. 1/2, p. 111-128.
• QUINN, Brian. Cooperation and Competition at the Reference Desk. The Reference Librarian, 2001, vol. 34, n. 72, p. 65-82.
• RACHEL CHENG; STEVE BISCHOF; ALAN J NATHANSON. Data collection for user-oriented library services: Wesleyan University Library's experience. OCLC Systems & Services, 2002, vol. 18, n. 4, p. 195-204.
• REENSTJERNA, Frederick R. Thinking About Reference Service Paradigms and Metaphors. The Reference Librarian, 2001, vol. 34, n. 72, p. 97-111.
• REFERENCE SPECIAL AND INFORMATION SECTION OF THE LIBRARY ASSOCIATION. Is there a future for Reference Libraries? A discussion document. Refer, 2006, vol. 22, n. 1, p. 13-16.
• REICHARDT, Randy. Moore's law and the pace of change. Internet Reference Services Quarterly, 2006, vol. 11, n. 3, p. 117-124.
• RETTIG, James. Reference Service: From Certainty to Uncertainty. Advances In Librarianship, 2006, vol. Volume 30, p. 105-143.
• REVELLI, Carlo. Providing information: in what way, and how much of it? Biblioteche Oggi, 2005, vol. 23, n. 10, p. 54-60.
• RICHARDSON, J. V.; REYES, R. B. Government information expert systems: a quantitative evaluation. College and Research Libraries, 1995, vol. 56, n. 3, p. 235-247.
• RIMLAND, Emily L. Do We Do It Well? A Bibliographic Essay on the Evaluation of Reference Effectiveness. The Reference Librarian, 2007, vol. 47, n. 98, p. 41-55.
• ROBINSON, Catherine M.; REID, Peter. Do academic enquiry services scare students? Reference Services Review, 2007, vol. 35, n. 3, p. 405-424.
• ROCKMAN, Ilene F. Distinct and expanded roles for reference librarians. Reference Services Review, 2005, vol. 33, n. 3, p. 257-258.
• RODWELL, John. Dinosaur or dynamo? The future for the subject specialist reference librarian . New Library World, 2001, vol. 102, n. 1/2, p. 48-52.
• ROGERS, Michael; KENNEY, Brian. Academic Libraries Test Web-Based Reference. Library Journal, 2001, vol. 126, n. 12, p. 25.
• ROLLÁN MALMIERCA, A. El servicio de referencia y el bibliotecario referencista. Boletín de la Asociación Andaluza de Bibliotecarios, 1998, n. 51, p. 9-26.
• ROSS, Catherine S.; NILSEN, Kirsti. Has the Internet changed anything in reference? The library visit study, Phase 2. Reference and User Services Quarterly, 2000, vol. 40, n. 2, p. 147-155.
• RUSA. Competències professionals per als bibliotecaris dels serveis de referència i atenció a l'usuari. Presentació i traducció de Nora Vela. BiD: textos universitaris de biblioteconomia i documentació, 2003, n. 11. Disponible en http://www.ub.es/bid.
• RYAN, Susan M. Reference Transactions Analysis: The Cost-Effectiveness of Staffing a Traditional Academic Reference Desk . The Journal of Academic Librarianship, 2008, vol. 34, n. 5, p. 389-399.
• SAMSON, Sue; OELZ, Erling. The Academic Library as a Full-Service Information Center. The Journal of Academic Librarianship, 2005, vol. 31, n. 4, p. 347-351.
• SAXTON, Matthew L.; NAUMER, Charles M.; FISHER, Karen E. 2-1-1 Information services: Outcomes assessment, benefit-cost analysis, and policy issues. Government Information Quarterly, 2007, vol. 24, n. 1, p. 186-215.
• SHIPMAN, Jean P. Why emerging roles for health sciences librarians? Reference Services Review, 2004, vol. 32, n. 1, p. 9-12.
• SILBURN, Ruth. The reference library is alive. Refer, 2006, vol. 22, n. 3, p. 8-9.
• SMITH, J. M.; TEMPLETON, E. J. A comparison of the range and value of use of the Internet with traditional reference sources in Scottish public libraries. Journal of Information Science, 1999, vol. 25, n. 1, p. 27-33.
• SMITH, Michael M. A tool for all places: a web-based reference statistics system. Reference Services Review, 2006, vol. 34, n. 2, p. 298-315.
• SPANG, Lothar; BAKER, Lynda M. Healthcare information delivery in public libraries: implications for academic reference librarians. Reference Services Review, 2000, vol. 28, n. 1, p. 81-94.
• STALKER, J. C.; MURFIN, M. E. Why reference librarians won't disappear: a study of success in identifying answering sources for reference questions. RQ, 1996, vol. 35, n. 4, p. 489-503.
• STANDERFER, Amanda E. Reference Services in Rural Libraries. The Reference Librarian, 2006, vol. 45, n. 93, p. 137-149.
• STEINER, Sarah K.; MADDEN, M. Leslie (dirs.). The desk and beyond: Next generation reference services . Chicago: Association of College and Research Libraries, 2008.
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