id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crln-20717	Massey-Burzio, Virginia	THE WAY I SEE IT: Facing the competition: The critical issues of reference service	2002	2	.pdf	application/pdf	1677	63	72	” It’s in terestin g th at w e ’ve b e e n trying to m arket “inform ation literacy” program s and classes since the 1970s w ithout any success. Instead o f treating e-m ail reference as an add-on service, w e need to give our users what w orks b est for them — telep h o n e, e-mail, re­ mote desktop access, easy-to-understand and brief online help, indexed FAQs, o r all o f the above.	cache/crln-20717.pdf	txt/crln-20717.txt