@article{Aulisio_2013, title={Copyright in light of ethics}, volume={41}, url={https://search-proquest-com.libproxy.ucl.ac.uk/docview/1430544400?OpenUrlRefId=info:xri/sid:primo&accountid=14511}, number={3}, journal={Reference Services Review}, author={Aulisio, George J.}, year={2013}, pages={566–575} }
@article{Bailey_2007, title={Open access and libraries}, volume={32}, DOI={10.1300/J105v32n03_07}, number={3–4}, journal={Collection Management}, author={Bailey, Charles W.}, year={2007}, pages={351–383} }
@article{Battley_Wright_2012, title={Finding and addressing the gaps: two evaluations of archival reference services}, volume={10}, DOI={10.1080/15332748.2012.726899}, number={2}, journal={Journal of Archival Organization}, author={Battley, Belinda and Wright, Alicia}, year={2012}, pages={107–136} }
@article{Belkin_1980, title={Anomalous states of knowledge as a basis for information retrieval}, volume={5}, url={http://faculty.washington.edu/harryb/courses/INFO310/Belkin1980_ASK.pdf}, number={1}, journal={Canadian journal of information science}, author={Belkin, Nicholas J.}, year={1980} }
@inbook{Booth_2011, address={Chicago}, title={Teaching effectiveness}, url={https://books.google.com/books?id=4xu20384p4AC&lpg=PP1&pg=PA3#v=onepage&q&f=false}, booktitle={Reflective teaching, effective learning: instructional literacy for library educators}, publisher={American Library Association}, author={Booth, Char}, year={2011}, pages={3–15} }
@misc{Brown_2008, title={The reference interview: Theories and practice}, url={https://opencommons.uconn.edu/libr_pubs/13/}, publisher={OpenCommons@UConn - University of Connecticut}, author={Brown, Stephanie Willen}, year={2008}, pages={1–8} }
@article{Buss_2016, title={Do we still need reference services in the age of Google and Wikipedia?}, volume={57}, DOI={10.1080/02763877.2015.1134377}, number={4}, journal={The Reference Librarian}, author={Buss, Stephen P.}, year={2016}, pages={265–271} }
@book{Cassell_Hiremath_2013a, address={London}, edition={Third edition}, title={Reference and information services: an introduction}, publisher={Facet Publishing}, author={Cassell, Kay Ann and Hiremath, Uma}, year={2013} }
@book{Cassell_Hiremath_2013b, address={London}, edition={Third edition}, title={Reference and information services: an introduction}, publisher={Facet Publishing}, author={Cassell, Kay Ann and Hiremath, Uma}, year={2013} }
@article{Coutts_Etkin_LaGuardia_Swoger_2016, title={Best Reference 2015}, volume={141}, url={https://search-proquest-com.libproxy.ucl.ac.uk/docview/1765657701?rfr_id=info%3Axri%2Fsid%3Aprimo}, number={4}, journal={Library Journal}, author={Coutts, Brian E and Etkin, Cynthia and LaGuardia, Cheryl and Swoger, Bonnie JM}, year={2016} }
@article{Duff_Fox_2006, title={‘You’re a guide rather than an expert’: archival reference from an archivist’s point of view}, volume={27}, DOI={10.1080/00379810601075943}, number={2}, journal={Journal of the Society of Archivists}, author={Duff, Wendy and Fox, Allyson}, year={2006}, pages={129–153} }
@misc{Emdin_2013, title={Teach teachers how to create magic}, url={https://www.ted.com/talks/christopher_emdin_teach_teachers_how_to_create_magic}, publisher={TED.com}, author={Emdin, Christopher}, year={2013} }
@article{Green_1993, title={Personal relations between librarians and readers}, volume={118}, url={http://search.ebscohost.com/login.aspx?direct=true&AuthType=ip,shib&db=lls&AN=502787199&site=ehost-live&scope=site}, number={11}, journal={Library Journal}, author={Green, Samuel Swett}, year={1993}, pages={S4–S5} }
@article{Harmeyer_2010, title={Hybrid reference: blending the reference interview and information literacy}, volume={51}, DOI={10.1080/02763877.2010.503316}, number={4}, journal={The Reference Librarian}, author={Harmeyer, Dave}, year={2010}, pages={358–362} }
@article{Harmeyer_2013, title={The Reference interview thrives}, volume={54}, DOI={10.1080/02763877.2013.820533}, number={4}, journal={The Reference Librarian}, author={Harmeyer, Dave}, year={2013}, pages={345–348} }
@inbook{Johnson_2014, address={Chicago}, edition={Sixth edition, updated, revised, and expanded}, title={Health information seeking behaviors}, url={http://search.ebscohost.com.libproxy.ucl.ac.uk/login.aspx?direct=true&AuthType=ip,shib&db=nlebk&AN=813770&site=ehost-live&scope=site&ebv=EB&ppid=pp_3}, booktitle={Introduction to reference sources in the health sciences}, publisher={Neal-Schuman, an imprint of the American Library Association}, author={Johnson, J. David}, editor={Huber, Jeffrey T. and Swogger, Susan}, year={2014} }
@misc{ title={Business reference services}, url={https://www.loc.gov/rr/askalib/ask-business.html}, author={Library of Congress} }
@article{McCutcheon_2009, title={Keyword vs controlled vocabulary searching: the one with the most tools wins}, volume={27}, url={http://search.ebscohost.com/login.aspx?direct=true&AuthType=ip,shib&db=lls&AN=502979266&site=ehost-live&scope=site}, number={2}, journal={Indexer}, author={McCutcheon, Sevim}, year={2009}, pages={62–65} }
@article{O’Neill_Guilfoyle_2015, title={Sign, sign, everywhere a sign: what does "reference” mean to academic library users?}, volume={41}, DOI={10.1016/j.acalib.2015.05.007}, number={4}, journal={The Journal of Academic Librarianship}, author={O’Neill, Kimberly L. and Guilfoyle, Brooke A.}, year={2015}, pages={386–393} }
@article{Palmer_2011, title={This I believe…all libraries should be teaching libraries}, volume={11}, url={https://muse-jhu-edu.libproxy.ucl.ac.uk/article/409894}, number={1}, journal={portal: Libraries and the Academy}, publisher={The Johns Hopkins University Press}, author={Palmer, Catherine}, year={2011}, pages={575–582} }
@article{Peters_2010, title={Left to their own devices: the future of reference services on sersonal, sortable information, communication, and entertainment devices}, volume={52}, DOI={10.1080/02763877.2011.520110}, number={1–2}, journal={The Reference Librarian}, author={Peters, Thomas A.}, year={2010}, pages={88–97} }
@article{Phelps_2017, title={Implementation of proactive chat Increases number and complexity of reference questions}, volume={12}, DOI={10.18438/B85370}, number={2}, journal={Evidence Based Library and Information Practice}, author={Phelps, Sue F.}, year={2017} }
@article{Pomerantz_Luo_McClure_2006, title={Peer review of chat reference transcripts: approaches and strategies}, volume={28}, DOI={10.1016/j.lisr.2005.11.004}, number={1}, journal={Library & Information Science Research}, author={Pomerantz, Jeffrey and Luo, Lili and McClure, Charles R.}, year={2006}, pages={24–48} }
@book{Pritchard_2008, address={London}, title={Ways of learning: learning theories and learning styles in the classroom}, url={http://libproxy.ucl.ac.uk/login?url=http://www.dawsonera.com/depp/reader/protected/external/AbstractView/S9780203887240}, publisher={David Fulton}, author={Pritchard, Alan}, year={2008} }
@article{Puacz_2005, title={Electronic vs. print reference sources in public library collections}, volume={44}, DOI={10.1300/J120v44n91_04}, number={91–92}, journal={The Reference Librarian}, author={Puacz, Jeanne Holba}, year={2005}, pages={39–51} }
@article{Reed_2017, title={Without library resources and services, the scholarly activity of medical faculty and residents would register a code blue}, volume={12}, DOI={10.18438/B8FP6Z}, number={1}, journal={Evidence Based Library and Information Practice}, author={Reed, Kathleen}, year={2017} }
@misc{ title={Guidelines for behavioral performance of reference and information service providers}, url={http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral}, author={Reference & User Services Association (RUSA)} }
@misc{ title={Definitions of reference}, url={http://www.ala.org/rusa/guidelines/definitionsreference}, author={Reference and User Services Association (RUSA)} }
@article{Rossiter_2007, title={Possible selves: an adult education perspective}, url={http://onlinelibrary.wiley.com.libproxy.ucl.ac.uk/doi/10.1002/ace.252/epdf}, number={114}, journal={New Directions for Adult and Continuing Education}, author={Rossiter, Marsha}, year={2007} }
@article{Shachaf_Horowitz_2006, title={Are virtual reference services color blind?}, volume={28}, DOI={10.1016/j.lisr.2006.08.009}, number={4}, journal={Library & Information Science Research}, author={Shachaf, Pnina and Horowitz, Sarah}, year={2006}, pages={501–520} }
@inbook{Taylor_Blackwell_2014, address={Chicago}, edition={Sixth edition, updated, revised, and expanded}, title={Organization and management of the reference collection}, url={http://search.ebscohost.com.libproxy.ucl.ac.uk/login.aspx?direct=true&AuthType=ip,shib&db=nlebk&AN=813770&site=ehost-live&scope=site&ebv=EB&ppid=pp_25}, booktitle={Introduction to reference sources in the health sciences}, publisher={Neal-Schuman, an imprint of the American Library Association}, author={Taylor, AnneIiese and Blackwell, Jean}, editor={Huber, Jeffrey T. and Swogger, Susan}, year={2014} }
@book{Theimer, Kate, editor, address={Lanham, Maryland}, title={Reference and access: innovative practices for archives and special collections}, url={https://www-dawsonera-com.libproxy.ucl.ac.uk/abstract/9780810890923}, publisher={Rowman & Littlefield}, author={Theimer, Kate, editor}, editor={Theimer, Kate} }
@article{Wallis_2014, title={Building a virtual reference shelf}, volume={67}, DOI={10.1080/0361526X.2014.899291}, number={1}, journal={The Serials Librarian}, author={Wallis, Lauren}, year={2014}, pages={52–60} }
@article{Yakel_Torres_2003, title={AI: archival intelligence and user expertise}, volume={66}, url={http://www.jstor.org.libproxy.ucl.ac.uk/stable/40294217}, number={1}, journal={The American Archivist}, publisher={Society of American Archivists}, author={Yakel, Elizabeth and Torres, Deborah A.}, year={2003} }
