Products and services of web 2.0 in the reference sector of libraries

This paper aims at demonstrating how web 2.0 tools can operate in libraries helping the user's care process and promoting improvements in the services of the reference sector. The main tools and features are identified, examples of their application in libraries are commented, and aspects about the appearance of the internet and web 2.0 are introduced. This study also focuses on costumers' service and compares the generation of libraries (1.0 x 2.0). Examples of how to use these tools in the reference sector are presented. It is concluded that the adoption of these tools in libraries is very important and is a fact that should be considered by Brazilian information professionals as main point of the evolution process of libraries.