Outlines a study to develop methods to assess the quality of digital reference services, test and refine measures and quality standards to describe digital reference services, and to produce a guidebook that describes how to collect and report data for these measures and standards. (Author/AEF)

During the spring semester of 1987, the University of Arizona implemented an experimental information desk as a means of improving the quality of service to patrons by relieving congestion at the reference desk. Services at this desk, which was staffed by reference personnel during the first phase of the project, included serving as the initial…

This paper describes the foreign and home literature collection on scientific research, natural sciences and technology, conference papers, and professional monographs; reference aids and catalogs; library reading facilities; and national and international library services of the National Public Library for Sciences and Technology (NPLST) in the…

Four articles outline problems, programing, case studies, and hardware/software selection in library use of microcomputer-based electronic bulletin board systems (BBS). Highlights include the North-Pulaski (Chicago, Illinois) BBS, features of Liverpool Public Library (New York) system, and misuse of a library BBS (obscenity, bulletin board…

Proposes five measurable indicators to assess effectiveness of young adult library services program: proportion of eligible young adults served; success rate in using library; appropriateness of collection; proportion of young adults participating in library programs; and proportion of cross-age programs held involving adolescents. Twenty-seven…

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)

Discusses the problems, benefits, and future of cooperative library reference services in five separate papers: (1) keynote address; (2) interlibrary reference communication; (3) quality control; (4) computerized cooperative reference; and (5) national reference service. (JD)

Examines patterns of uncertainty, complexity, and process in the perceptions of information users from different work environments. Zone intervention based on Vygotsky's concept of the zone of proximal development is presented. A study with two early career professionals showed need for a more interactive, collaborative role for the library…

Reflects on issues raised at the Library of Congress Institute on "Reference Service in a Digital Age." Discusses technology-oriented changes at the Library of Congress; the changing reference service model; collaborative partnerships; staff training; and the role of the reference librarian in the digital environment. (AEF)

Reports on results of an exploratory study of perceptions of collections by librarians in an academic library that provides both traditional and networked information services. Five librarians from a Midwestern university library were interviewed. Findings indicated an uncertainty about the virtual world in two particular areas: collection and…

Working in a cooperative team environment across libraries and job classifications, librarians and support staff at the University of California at Irvine (UCI) have mounted several successful web projects, including two versions of the Libraries' home page, a virtual reference collection, and Science Library "ANTswer Machine." UCI's…

Twelve online searchers in several reference departments in a major urban university library were interviewed to identify the criteria that are present in successful searches from the searcher's perspective. The study was designed to show that successful searching requires active participation by both the searcher and the patron throughout the…

Because of the emphasis placed upon selection of materials for the undergraduate in the last two decades, the library needs of graduate students have not been given adequate attention. Due to research and specialized methods of teaching, graduate students search for a broad range of material instead of using reading lists and course reserves. In…

In July 1974, at the American Library Association Convention, a symposium on reference measurement was held. The basic premise was that work sampling and random time sampling with self-observation were the best methods of allocating personnel costs of reference services at the Library of the College of Physicians of Philadelphia. First, reasons…

Needs assessment in legislative libraries has three critical components: a well-thought out strategy to identify what should be understood about Members' research and information needs, expectations and preferences; a range of reliable, effective and appropriate methods to find this critical information; and ways of building what is learned into…