Introduction: the changing face of reference, Lynne M. Stuart and Dena Hutto. Part 1 Changing approaches to reference service: the changing face of reference - a history of the future, Inga H. Barnello; the reference service encounter - what patrons and librarians can expect, Gary B. Thompson; combining disparate units, building effective teams, integrating federal documents - a case study at Illinois State University, Barbara B. Alexander et al. Part 2 Reference service for changing user populations: the role of reference services in a multicultural university library, Maria de Jesus Ayala-Schueneman and Roberta Pitts; accessing library materials about Mexican Americans, Robert L. Mowery; special students, special needs, special reference, Mollie D. Lawson; the changing face of the college student - the impact of generation X on reference and instructional services, Catherine A. Lee. Part 3 Reference service beyond library walls: understanding remote access and its importance for reference services, Pamela Snelson; support services for virtual library users, Sally Kalin; holding library office hours in academic departments - reaching out to faculty, Lucia Snowhill; telephone reference - division of labour via online network, Kathryn Robinson and Sally Fry. Part 4 The impact of changing technologies on reference service: Internet use patterns and the scholarly research process, Vivienne Monty and P. Warren-WEnk; references services in higher education - instructional multimedia, software, courseware and networked resources, Carol Ann Wright; designing custom computer applications for reference, Stephen Sottong; developing electronic library services at the University of Northern Colorado, Lisa Blankenship and Jane Smith.