1. Google vs. The Library Monica Kroondyk

2. What will make us victorious! Being Approachable

3. What will make us victorious! Using a variety of Sources

4. What will make us victorious! Training

5. What will make us victorious! Wear your nametag!

6. What will make us victorious! Reference Interview

7. What will make us victorious! Evaluations

8. What will make us victorious! A virtual presence

9. We will be victorious!

10. Bibliography Bopp, R. E., & Smith, L. C. (Eds.). (2011). Reference and Information Services An Introduction . Santa Barbara, Ca. : ABC-CLIO, LLC. Brown, A. (2004). Reference Services for Children: Information Needs and Wants in the Public Library . The Australian Library Journal , 261-274. Galston, C., Huber, E. K., Johnson, K., & Long, A. (2012, May/June). Community Reference: Making Libraries Indispensible in a New Way. American Libraries Magazine , pp. 46-50. McAlexander, B., & Bonnet, J. L. (2012). First Impressions and the Reference Encounter: The Influence of Affect and Clothing on Librarian Approachability . The Journal of Academic Librarianship (39), 335-346. Saunders, L. (2013). Learning from Our Mistakes: Reflections on Customer Service and How to Improve It at the Reference Desk. College and Undergraduate Libraries (20), 144-155. Saunders, L., & Jordan, M. (2013). Significantly Different? Reference Services Compentencies in Public and Academic Libraries . Reference and User Services Quarterly , 52 (3), 216-23.