While I appreciate the effort that Pugh put forward into this volume, I felt that her discussion often went into too much detail. This book could have been shortened significantly by omitting those minute and redundant details. However, Pugh effectively peels away the many layers of archival reference services and does so with straightforward language and precise elemental breakdowns.
There's a great deal of helpful information, but some of it is out of scope and more appropriate for a book on processing. I especially liked the summary of copyright laws. I didn't know about half of what she (and her sources) pointed out.