The Evolution of a Book Series Preface Introduction Reference and Access: Historical Influences and Innovations Conclusion 1. Contextualizing Reference Within an Archives Program Acquisition and Appraisal Arrangement and Description Digital Content Outreach and Advocacy Conclusion 2. Reference Skills and Knowledge Knowledge Technical Skills and Knowledge Interpersonal Skills Reference Manual Training Conclusion 3. Users Information Seeking Archival Literacy and Intelligence User Types Conclusion 4. Reference Interaction Behavior and Communication Reference Interview Virtual and Remote Reference Dealing with Difficult Patrons Conclusion 5. Physical Access Reading Room and Research Area Staffing Registration Use and Handling Security Conclusion 6. Intellectual Access Arrangement and Description Access Outputs Conclusion 7. Virtual Access Websites Digital Collections Systems and Formats Metadata Virtual Reading Room Innovations in Digital Research Conclusion 8.

Ethics, Patron Privacy, and Accessibility Ethics Patron Privacy Accessibility Conclusion 9. Legal Regulations Freedom of Information Act Family Educational Rights and Privacy Act (FERPA) Privacy Act Copyright Restrictions Conclusion 10. Use Policies Types of Uses Reproductions Copyright and Public Domain Procedures Loans Attributions Conclusion 11. Outreach Development and Strategy Social Media Crowdsourcing Friends Groups 12. Assessment of Reference Programs Public Services Metrics User Studies Data Ethics and Privacy Conclusion 13. The Future of Access and Reference Postscript Appendix A: Examples of Reference Manuals Appendix B: Examples of Registration Forms Appendix C: Examples of Online Reference Request Forms Appendix D: Examples of Access Outputs, Alternative Formats Appendix E: Examples of Reproduction Request Forms Appendix F: Examples of Permission to Publish Forms Bibliography About the Author Index.