The Desk and Beyond: Next Generation Reference Services--eEditions e-book

The download link for this product can be found on the final confirmation screen after you complete your purchase, and may also be accessed from your Account Profile. For more information about ALA eEditions file types and how to view them on eReaders, desktop computers, and other devices, see this page.

ALA Member
Item Number

Primary tabs

You don't need to be an ALA Member to purchase from the ALA Store, but you'll be asked to create an online account/profile during the checkout to proceed. This Web Account is for both Members and non-Members. 

If you are Tax-Exempt, please verify that your account is currently set up as exempt before placing your order, as our new fulfillment center will need current documentation. Learn how to verify here.

  • Description
  • About the authors

Librarians are already attempting to "go where the users are," so what are the next steps in reaching them and providing reference assistance? Over the years academic librarians have continued to explore new and innovative service methods: some small-scale, others sweeping. Some of these changes gain widespread acceptance, while others are tested and abandoned.

The Desk and Beyond is intended to provide a thorough exploration of the present and possible future applications of eleven of the most promising new reference delivery methods. In order to reflect the growing role of the digital environment while still respecting the importance of in-person interaction, a balance of physical and virtual methods has been maintained. This collection is intended to provide inspiration for potential reference services at your library; each chapter provides an introduction to an innovative service concept and an annotated list of sources for additional research.

Sarah K. Steiner

Sarah K. Steiner is the Social Work and Virtual Services Librarian at Georgia State University Library in Atlanta. For the past six years, she has been a leader in the library's social media outreach, coordinating, assessing, and regularly staffing the library's chat and text-message reference service. She is cofounder of the Carterette Series Webinars, which highlight trends, innovation, and best practices in Georgia libraries. As a 2011 Library Journal Mover & Shaker, Steiner was recognized for creating networking and professional development opportunities for librarians.

M. Leslie Madden

M. Leslie Madden is the Instruction Coordinator for the University Library at Georgia State University in Atlanta, Georgia, where she has been employed since December 2005. Prior to this appointment, she served as the Humanities Librarian at the Georgia Institute of Technology in Atlanta, Georgia for eight years. She has an M.A. in English literature from Virginia Commonwealth University, and an M.S.L.S. from the University of North Carolina at Chapel Hill.