Setting the stage -- The actor's tools -- Teaching the role -- Casting -- On stage -- Backdrops and props -- Rehearsals -- One-person shows -- Special performances -- The critics and reviews -- Finale. Shows librarians how to combine creativity with professional expertise to improve customer service. After reviewing the historical background of and research on the reference interview, chapters discuss the effects of technology, serving special populations, various types of interviews, problem patrons, and training. Includes interview skills tests, rating sheets, and checklists. This edition reflects sociological and technological changes over the past decade.