Describes the five major principles of fiction classification laid out by early theorists and discusses studies that measure patron reactions to fiction classification schemes. Areas for further research are suggested, and 15 references are listed.(MES)

Discussion of user satisfaction with online searches or other products of information retrieval systems focuses on three models of satisfaction, so that the false positive of unwarranted user satisfaction can be addressed. The distinction between material and emotional satisfaction is examined, and implications for research in library and…

Examines the role of library reference services in the enhancement of cultural literacy. The discussion covers the relationship between the extent of cultural literacy possessed by reference librarians and the quality of librarian patron interactions, and the role of reference sources in the cultural literacy of librarians and patrons. (53…

Reviews theory and research findings concerning service organizations, develops a model of the library reference process, and summarizes the results of a partial test of the model in five academic libraries in northern California. The roles of clients and service providers are explored, and variables that influence service outcomes are discussed.…

Summarizes the results of 11 selected studies of the accuracy of reference services and identifies six modes of failure of reference services. Methods of detecting and reducing failure in each of these modes are then discussed. (17 references) (MES)

Reports results of a 1987 survey designed to determine the educational preparedness and attitudes of academic librarians who participate in bibliographic instruction. Findings are discussed under the following headings: demographics; educational preparation; previous teaching experience; gaining and retaining support for the program; position…

Based on a review of the literature, this discussion addresses such key aspects of the librarian's changing role in the online search process as the reference interview, online search evaluation, user training, and information service management. Future trends are noted, and 43 references are listed. (EJS)

This analysis of the literature on user studies, interpersonal information needs, and communication seeks to identify parameters of value that the patron associates with the reference transaction and final product of an information search. Twenty-one references are cited. (EJS)

Presents a state-of-the-art of the reference interview with emphasis on evaluation. Article discusses the interview in terms of its components and which of them can be measured or evaluated. Components include performance of professionals v nonprofessionals, physical setting, verbal and nonverbal behavior, and user satisfaction. Implications are…

A strong relationship between staff morale and quality of reference service is suggested by this preliminary study of 37 public library reference department staff members, with further study recommended. Other factors studied included rapport with unit heads, patron relations, group cohesion, and work environment. (53 references) (EAM)

Presents literature that describes the online negotiation process in general terms and summarizes views of authors who have dealt with the interview in the reference process. Specific aspects of the online negotiation interview and the measurement of user satisfaction are highlighted. Ninety-one references are cited. (EJS)