Using two sets of verbal protocols, three kinds of memory used by librarians for organizing facts are described and identified as they relate to the reference process--semantic (organizes things into categories), episodic (experiences), schematic (expectations). Implications for practice, education, and further research are suggested. Twenty-four…

This study examined differences between public library patrons and librarians in their assessments of the competence of librarians they observed in videotaped reference interviews. Interviews varied in the level of nonverbal warmth shown by the librarian toward the patron and in the level of inclusion exhibited. (6 references) (Author/MES)

A random-sample survey of 100 faculty members at Slippery Rock University of Pennsylvania was made to determine how online reference services and library automation affect the attitude of faculty toward several variables: (1) centralization or decentralization of online reference services; (2) willingness to learn to use and to pay for the…

Reports results of unobtrusive testing of reference service (asking reference questions of library staff who are unaware of being evaluated) in government documents and central reference areas of 26 U.S. libraries. Accuracy of answers, interview and search process duration, referral, and use of catalog and technology are highlighted. (12…

Describes how a librarian, assisted by a knowledge engineer, developed a computerized reference assistance system for a separate government documents department. Rationale for the expert system, problems in selecting reference materials and user questions to computerize, and the formulation of a workable human/computer interface are covered. A…

Describes a study undertaken by San Jose State University of business-related ready reference searches done at that library. The results suggest that within certain restrictions of patron questions, librarian training, search cost, and the database, ready reference online searches can be the most cost effective approach to providing business…

Survey of 547 public library reference librarians compared to a similar study of teachers indicates that: 35% of librarians experienced burnout; burnout was high where role ambiguity and role conflict were present; role variable use in predicting burnout was statistically significant; comparison with teachers showed similarities and differences.…

This study describes two surveys of the users of the Public Documents and Maps Department of the Duke University Library. The information gathered in the course of this inquiry is reported: (1) in a profile of the users of the department's reference service, and (2) in a comparison and analysis of the evaluations of reference encounters by both…

Seven articles on library reference services highlight reference obsolescence in academic libraries, major studies of unobtrusive reference tests, methods for evaluating reference desk performance, reference interview evaluation, problems of reference desk control, online searching by end users, and reference collection development in…