Part I. Fundamental concepts -- Introduction to reference and information services -- Determining the question : in-person, telephone, and virtual reference interviews -- Finding the answer : basic search techniques -- Part II. Introduction to major reference sources -- Answering questions about books, magazines, newspapers, libraries and publishing, and bibliographic networks : bibliographic resources -- Answering questions about anything and everything : encyclopedias -- Answering questions that require handy facts : ready reference sources -- Answering questions about words : dictionaries, concordances, and manuals -- Answering questions about current events, issues and research topics : databases and indexes -- Answering questions about law and business : special guidelines and sources -- Answering questions about health : special guidelines and sources / Emily Vardell -- Answering questions about geography, countries, and travel : atlases, gazetteers, maps, geographic information systems, and travel guides -- Answering questions about the lives of people : biographical information sources -- Answering questions about government and related issues : government information sources -- Part III. Special topics in reference and information services -- When and how to use the internet as a primary reference tool -- Reference as programming -- Readers' advisory services / Maria Fesz and Cynthia Orr -- Reference services for children and young adults / Melissa Gross -- Information literacy in the reference department -- Part IV. Developing and managing reference collections and services -- Selecting and evaluating reference materials -- Managing reference departments -- Assessing and improving reference services -- Ethics in reference / Diana Floegel -- Reference 2.0 -- The future of information services -- Appendix A. RUSA outstanding reference sources 2012-2022 -- Appendix B. RUSA definition of reference.