Knoer, (U. of Kentucky, Lexington) offers a practical well-organized guide to helping library patrons get the information they need. She covers the in person reference interview as well as those conducted through interactive online services such as chat, co-browsing, and instant messaging. Coverage includes cultural differences in patrons; strategies for communicating with patrons of different ages and abilities; virtual reference in Second Life; special collections; and advice for new librarians and paraprofessionals. The volume is thoroughly notated and includes numerous suggestions for further reading. Annotation ©2011 Book News, Inc., Portland, OR (booknews.com)