1. Looking backward, looking forward
Technology and archives
Professional changes
2. Reference services in archives
What are archives?
Why keep archives?
How has the use of archives changed through time?
Access to archives
What are the dimensions of reference services in archives?
Promoting the use of archives
Ethics of reference service
3. Identifying uses and users of archives
The continuing usefulness of records
The uses of archives
Understanding individual needs
Identifying vocational user groups : using archives for "profit"
Identifying avocational user groups : using archives for "fun"
Information seeking
Archives and the economics of information
4. Providing intellectual access to archives
Arrangement
Description
Repositories
Information about holdings
Information from holdings
Information about records creators
Providing referrals
5. The reference process
Reference interaction in the repository
Reference interaction with remote users
Reference services on the web
Outreach
6. Determining access policies
Defining access and its relationship to reference services
Access concepts
Laws affecting access to information
Donor restrictions
Ethical norms
Restrictions
Elements of a repository access policy
7. Providing physical access to archives
Reference facilities
Security
Preservation
Public hours
Directions
Policy and procedure statements for users
Registration and identification
Personal belongings in the reading room
Managing materials in the reading room
General rules for handling records
Taking information from records
Forms
Automation of registration andd retrieval procedures
Electronic records
8. Providing information from archives : copies and loans
Copying documents
Copyright
Publishing documents
Providing access to digital surrogates of documents
Loan policies and procedures
9. Managing reference services and evaluating the use of archives
Organizing reference services
Managing reference services
Measuring and evaluating the use of archives
Understanding the value of use
User studies
10. Bibliographic essay
General works on reference services in archives
On-line works for reference services in archives
Related organizations
Keeping up
Understanding the creation of records and archivesarchivess of arvhives
Information seeking
Reference process
Access
Administration of reference services
Education of reference archivists
Evaluation of reference services
Ethics
Appendices.