Librarians often have communication "accidents" with reference questions as initially presented. This article presents linguistic analysis of query categories, including: simple failures of hearing, accidents involving pronunciation or homophones, accidents where users repeat earlier misinterpretations to librarians, and accidents where…

Explains in simple terms the nature and function of a number of basic types of business and industrial financial ratios. An annotated list of five basic sources for ratios is included and a reference list and bibliography are attached. (JL)

Discusses how to develop performance standards based on objective, observable criteria and describes how the reference department at the University of Nebraska at Omaha developed standards to meet their needs. Goals for performance are explained, and preliminary and final versions of the reference desk performance standards are appended. (Contains…

Provides a framework of topics that should be covered by a policy manual on cooperative reference services. It is organized into sections on mission statement, administration, delivery of services, and evaluation of services, and is intended for use in conjunction with existing RASD (Reference and Adult Services Division) documents. (Author)

Discusses the use of the OCLC Authority File for answering reference questions. Contents of the authority file are described, including personal, corporate, conference, and geographic names, uniform titles, and subject headings; accessing the authority file is explained; searching strategies are discussed; and examples of authority records are…

Discusses reasons why patrons or librarians terminate the reference interview, including the content of the interview, interpersonal dynamics, and institutional or policy factors. Goals and objectives of the person terminating the interview are considered, and guidelines for policy development and performance improvement are offered. (30…

Outlines behavioral attributes identified by the Reference and Adult Services Division of the American Library Association that can be correlated with positive patron perceptions of reference librarian performance: approachability, interest, listening/inquiring, searching, and follow-up. This will assist in the training, development, and/or…

Describes resources to use for biology questions and provides search strategies for reference questions involving specific nomenclature. Highlights include nomenclature; common names versus scientific names; locating books and journal articles; and core reference sources. (Author/AEF)

Describes a project developed at the Northern Virginia office of Central Michigan University (CMU) to analyze reference questions received at an off-campus library services program for graduate students. The development and use of a software program--the Statistical Package for the Social Sciences SPSS/PC+ Studentware--is explained. (LRW)

Discusses the use of the Internet for ready reference and considers limitations, reference policy, and cost issues. Highlights include general reference sources; database searching on the Internet; Gopher; bibliographic control and access to Internet resources; personnel issues; and levels of service. (Contains 30 references.) (LRW)

Revised by the Reference and Adult Services Division of the American Library Association, these guidelines outline factors to consider in seeking input on material selection for public and academic libraries. Topics addressed include the purpose of the guidelines, user groups, collection development, communication with users, and outcomes. (EA)