Previous edition: 2018.

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 -- 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 -- 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 -- III. Special topics in reference and information services -- When and how to use the internet as the primary reference tool -- Reference as programming -- Readers' advisory services -- Reference services for children and young adults -- Information literacy in the reference department -- Developing and managing reference collections and services -- Selecting and evaluating reference materials -- Managing reference departments -- Assessing and improving reference services -- Ethics in reference -- Reference 2.0 -- The future of reference and information services.