Billeter begins his article by highlighting the ways in which that reference has not changed. In some cases people don't know how to ask questions, but they ask them because they need answers. They don't know that libraries provide free reference services not available elsewhere, but those who do come with a wide range of expectations, knowledge, and understanding of information. (2010, p. 34) He then proceeds to clarify the ways in which the reference has changed. For example, many people no longer ask simple questions because they find the answers on the Internet. However, on the other hand, the amount of information found on the Web overwhelms many people. Librarians used to handle information requests differently than in the past. Back then, many reference librarians only had the resources of their own collection with which to answer questions. They had access to other libraries' resources only through ILL (interlibrary loan). Now users can access many articles via the Internet via databases. In the past, some librarians had the means to make long-distance calls. Librarians now use fax, email, chat, instant messaging and cell phones. In fact, some even use conference calls, podcasts, and other forms of electronic communication. Library catalogs were on index cards in drawers and listed only author, title, and subject. They were only accessible in the library. The catalogs are now online. They are searchable by keyword, author, title, subject and using the boolean value. Some catalogs also provide links for further research. In the past, searching for periodicals involved searching the Reader's Guide to Periodical Literature. They are now accessible instantly online via databases and subscription services. Mo... middle of the paper... customers would learn something new. Everyone would win. All patrons should have the opportunity to contribute to their library community where possible. Those who are better informed would be great sources for other clients. I think a librarian, overworked at the reference desk, would be grateful for the help. Billeter, A. (2010). The reference hasn't changed at all, but the reference has changed a lot. OLA Quarterly, 16(2), 34-37. http://www.olaweb.orgCisarella, Jill. (2007). You, me and Google make three. Let's welcome Google to the reference interview. Library Philosophy and Practice, 9(3), 1-8.Cohen, S. (2006). Think and research: Don't just "Google it." InformationToday, 23(6), 28-29. http://www.infotoday.com/Jacsó, P. (2002). Work with, not against, web experts. Computers in Libraries, 22 (1), 50-51. http://www.infotoday.com/cilmag/