Book Review (Journal of Web Librarianship) The Human Side of Reference and Information Services in Academic Libraries: Adding value in the digital world

Amid all the Library 2.0 enthusiasm, we can focus on technology’s bells and whistles to the detriment of its usefulness. There is a place for new discoveries and for “how to do it ” manuals, but in the end we must consider how to best serve our patrons with the resources at hand. The Human Side of Reference and Information Services in Academic Libraries addresses this within the specific context of the academic library reference department. It emphasizes a library-wide philosophy of utilizing technology alongside traditional services to provide the best solution for a diverse academic community. Farmer stresses the significance of the librarian’s role, for “all the technology in the world will not ensure high-quality academic reference services without an equally high-quality human deployment ” (xiii). Each chapter considers a single reference topic rather than a single technology, and broadly considers how technology can enhance, not replace, the traditional services that librarians provide. The chapter titles clearly indicate their focus: technology’s impact on specific aspects of reference services. Each chapter provides a mini case-study that effectively illustrates its concepts. The frequent use of bulleted lists and the text’s clear, simple style make the book a practical guide for reference service assessment. Farmer’s presence as not only editor, but also contributor to each chapter creates a cohesive vision throughout the volume. This differs from the common library-literature practice of collecting similarly