This bibliographic essay discusses a variety of items from the literature on the evaluation of reference services and reference personnel. A model for the evaluation process is presented on which the literature review is based. (Contains 48 references.) (LRW)

Reports the success rates of reference question answering as perceived by librarians and patrons in 36 public libraries. The discussion covers relationships between question answering success rates and factors such as time and effort spent on questions, reference resources and environment, communication difficulties, and type and source of…

Discussion of ethical reference practice focuses on guidelines for the individual reference librarian's interactions with clients. Topics include the professional-client relationship; competence; diligence; confidentiality; independence of judgment; honesty and candor; and obligations to third parties, including the democratic society at large.…

Provides overview of the establishment and acceptance of reference service in American library practice and outlines and documents changes in focus and emphasis by citing textbooks on reference services. Highlights include beginnings in 1876, communications and counseling, the 1970s, reconsiderations, and new emphasis and new models. Ninety-four…

Reports reflections of library school reference teacher who practiced for year as day-to-day reference librarian. Highlights include ideal reference librarianship; concepts helpful in explaining low morale; changes in basic reference service elements (information resources, clients, librarians); current coping strategies; and ways in which to cope…

Reference service is defined as the mediation by a librarian between the need structures of users and the structures of information resources. The general process by which reference librarians accomplish this is outlined as including the phases of question clarification, question translation, search strategy formulation, search execution, delivery…

Discussion of stress in library reference departments focuses on stress caused by CD-ROM reference tools. Topics discussed include work overload; nonreference duties; patron attitudes and behavior; staff attitudes; the need for proper staff training; and the need for library administrators to be sensitive to reference staff needs. (LRW)

Describes a study that compared the quality of reference services provided by reference librarians and paraprofessionals, using patron satisfaction as the measure of success. Factors associated with satisfactory service are identified, and suggestions for the effective use of paraprofessional staff are presented. (4 references) (CLB)

A survey of public and academic libraries conducted to obtain information on length of reference desk shifts and proportion of the reference librarian's time spent at the desk found the two-hour weekday shift to be the most common, and that librarians typically work 7 to 21 hours per week at the desk. (EM)

Discussion of a statement of goals and objectives for reference department staff is based on an informal survey of reference managers in academic and public libraries and professional literature of planning. Strategies for developing statements (role of manager, arriving at goals, setting priorities, developing objectives) are described. Fifteen…

Discusses library reference services. Topics include the historical development of reference services; instruction in library use, particularly in college and university libraries; guidance; information and referral services and how they differ from traditional question-answering service; and future concerns, including user fees and the planning…

Discusses the strengths and weaknesses of patrons and reference librarians as sources of data for the evaluation of the effectiveness of answers to reference questions. Describes the Wisconsin-Ohio Reference Evaluation program and considers staffing patterns, time spent, collection size, and bibliographic instruction. Reference Transaction…

Considers the beliefs, attitudes, and values of reference librarians. Highlights include the idea of personal assistance to someone who needs information; users' perceptions and use of information; librarianship as a profession; equitable access to information; users' information needs and goals; and nonverbal communication. (LRW)

Reports the results of an informal survey of reference librarians in large and medium-sized public and academic libraries who were asked how they kept up-to-date on reference materials and techniques. The roles of professional reading, staff meetings, staff information sharing, and conferences and workshops are discussed. (Author/JL)

Argues that while academic libraries should integrate technology, maintain holistic computing environments, deliver core services through networks, make technology work for everyone not just the technologically adroit, and collaborate across administrative lines, reference services should retain traditional values such as equity of access,…