Provides the background and outline of a one-day workshop on reference evaluation which integrates the elements of goals, objectives, and mission statements with output measurements from the point of view of reference service. Practical exercises to accompany such a workshop are suggested. (five references) (MES)

Describes the external mode library and information science program at Riverina-Murray Institute of Higher Education (Australia), with emphasis on the practical component of reference work in the external mode. Problems associated with teaching reference work at a distance and the future of teaching in this mode are discussed. (12 references)…

Lists guidelines for education, experience, level of knowledge/skill, and general reference ability to be considered in selecting public library online searching staff. Content of staff development programs is outlined in three areas: (1) general orientation; (2) training in the fundamentals of online searching; and (3) online searcher development…

Discussion of humanities research focuses on the humanist patron as author of the text. Highlights include the research process; style of expression; interpretation; multivocality; reflexivity; social validation; repatriation; the image of the library for the author; patterns of searching behavior; and reference librarian responses. (37…

The history of user evaluation of reference service is traced and related to other methods of reference evaluation, including librarian self-reports of success, behavioral guidelines, and observation. The advantages and disadvantages of user-report methodology are considered. (Author/AEF)

Discusses philosophical issues and human elements in reference desk scheduling for public and academic libraries, highlighting institutionalization of a desk scheduling policy, the relationship between scheduler and schedulee (impartiality, consistency, flexibility, collegiality, diplomacy, dedication to reference service), and conflict management…

Discussion of library reference services and the conflict between richness (complexity) of services and the reach (number of users that can be served) focuses on information technology that is used in electronic commerce and available on the Internet. Discusses changing roles of libraries and networked information environments. (Author/LRW)

Addresses the two-fold question concerning imposition of instruction on a library user when he/she only wants answer to information need--whether attempted instruction is infringement on the rights of the user, and whether attempted instruction detracts from the librarian's effectiveness in fulfilling information need. Twenty references are…

Emphasizes facets of micrographics (field of information processing concerned with making and use of microforms) which influence reference activity and professional responsibilities of reference librarians. Micropublishing, available micropublications, bibliographic control, information storage and retrieval, and microform equipment are noted.…

Summarizes national survey findings of email reference services in academic and public libraries; describes types of email reference services for selected Colorado libraries; and focuses on a detailed overview and analysis of two years of Colorado State University's email reference experiences. (Author/LRW)

Examines issues in electronic records management from an archival perspective and illustrates points by referring to policy development at the Australian Archives. Describes the Australian Archives; outlines its strategy for managing electronic records; discusses policy response; preservation of format versus virtual records; and records creation,…

Archives can use the Internet to enhance access to information about holdings, programs, and services; improve efficiency of traditional reference services; and expand use without an increased burden on existing resources. Reviews the experiences of the New York State Archives and Records Administration which operates Internet services using…

Information on freebasing cocaine was requested from reference librarians at six public and seven academic libraries. None of the librarians refused to offer assistance, although assistance varied in its extensiveness. None of the encounters involved a reference interview or bibliographic instruction. Arguments in support of information…

Develops two models of reference interview behavior: the Needs-Oriented Model and the Question-Oriented Model. The models are tested by reanalysis of data from a 1978 dissertation on interviews in the public library setting. Results show the appropriateness of the models and indicate that the question-oriented interview was more prevalent. (eight…

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…