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.…

Discussion of bibliographic instruction (BI) in academic libraries focuses on a search of the literature in nonlibrary journals that was conducted to determine the significance of BI to those outside the library profession, especially faculty. The need for library-faculty cooperation is discussed, and the authorship of BI articles is examined. (23…

Describes a survey that was conducted at the University of Tennessee at Knoxville library to count and categorize the types of questions coming into the reference department from telephone calls. Informational and directional calls are examined, implications for staffing are considered, and queuing theory is applied. (seven references) (LRW)

Summarizes historical development of product liability laws which allow an injured party to seek to recover damages for personal injury or loss of property allegedly resulting from defective product and reviews activities of Triodyne Inc. in gathering evidence to be used in product liability lawsuits. Sixteen references are cited. (EJS)

Discussion of the information services offered by American university libraries begins with historical background. Topics related to contemporary reference service are then covered, including goals and priorities; fees; management; measurement; unobtrusive testing; reference personnel; and the online revolution. The future impacts of changing…

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)

The first of 2 articles on use of telecommunications in secondary schools uses a table to present brief descriptions, benefits, problems, and recommendations of 45 studies on use of online databases and computer-mediated communication. Overall trends and considerations for organizing educationally effective use of these technologies are…

Discussion of the assessment of the quality of library reference service focuses on four aspects of service interaction: user needs and expectations, staff behavior and communication skills, the reference environment, and staff morale and workload. Measurement techniques for each aspect are also described. (Contains 36 references.) (LRW)

Review and examination of the current literature on reference interview evaluation explores the degree to which such evaluative practices are both desirable and achievable. It is concluded that, if both quantitative and qualitative techniques are appropriately used, accurate mechanisms of evaluation are possible and desirable. (17 references) (LRW)

This paper examines the profession of information brokerage through a look at types of services provided, and through a discussion of major issues, including that of fee for service. The types of information broker and free-lance librarian services are identified: (1) non-profit reference and research services administered by public libraries and…

This publication provides a brief analysis of the literature since 1960 which deals with the information interview (defined as any interview in which one person is attempting to understand what information another person wants) as it involves library personnel; a comprehensive bibliography for that period; and a guide to the most useful items for…

Compares OCLC, WLN, and RLIN in terms of the composition of the databases, indexes and searching, special uses for public services, costs, and documentation. Selected bibliographies of general public service uses and interlibrary loan applications are provided. (CLB)

Outlines the services that telecommunications technology can provide for historical research. Examines online research procedures. Reviews Scholar Net, a new telecommunications network designed specifically for the humanities and social sciences. (BSR)

Discusses sources of conflict between teaching and nonteaching librarians and identifies theoretical and practical contributions of library instruction to reference service. Arguments against library instruction, library applications of learning theory, improving reference services, conflicts in reference department, and future of library…

Surveys the impact of computers and related technology on reference work in Australia highlighting online information retrieval and related databases; Australian Information Network; coverage of Australian material in local and foreign databases; Australian Bibliographic Network; electronic mail; Australian Consortium for Social and Political…