Gives a historical explanation of library confidentiality policies and procedures and reviews notable invasions of patron privacy through use of library records by the Federal Bureau of Investigation and the Internal Revenue Service. Also reports on a study that examined patron confidentiality policies in Texas academic library reference…

Describes use of the contingent valuation method, a survey technique, to estimate the economic value that patrons attached to reference-desk service in the Virginia Commonwealth University library. Argues that the appropriate measure of patron benefit from reference service includes use value and option value. (Author/LRW)

Discussion of transaction log analysis at academic libraries focuses on its use for managerial purposes, specifically personnel scheduling at the reference desk. Describes a study that examined data from two academic libraries and data from one of the libraries that had been collected 10 years ago. (LRW)

Investigates the effect of the Internet in references services in Malaysian academic libraries, and examines library professionals' perceptions of the importance of the Internet in reference work. Respondents felt the Internet has contributed positively to reference work and has enhanced their effectiveness and efficiency; however, a majority…

Librarians and library users were interviewed about their perceptions of actual reference encounters in academic libraries. Results demonstrate that a communication-centered approach to reference encounters provides rich insights into the interpersonal dynamics between librarians and users. An appendix presents some interview responses. (JMV)

Discusses changes in library reference service that have occurred with growing Internet use. Topics include the human factor that is still needed; the nature of reference questions; the goal of user self-sufficiency; the invisible nature of much of librarians' work; and providing real-time, interactive point-of-need service to remote users. (LRW)

The reference interview is a critical function of reference work; what a librarian says and does can either build a relationship of trust and satisfaction with patrons, or serve to distance them from librarians. This pilot study examined the attitudes of academic and public librarians toward the reference interview. Librarians from Kent State…

This study examined current information retrieval strategies used by online searchers involved in psychological research. A survey was distributed in fall 1988 to 200 database coordinators at institutions of higher education throughout the United States to obtain information on the databases accessed and use of multi-database options. The response…

A nationwide survey of online searchers at 150 college and university libraries was conducted to explore various characteristics of this group. From a sample of 380 searchers representing 85 libraries, 201 surveys (52.9%) were returned, and 198 responses were usable. Variables examined include online training, searcher experience, professional…

This report describes a 1986 survey of procedures and priorities at Indiana University and Purdue University regional campus libraries designed to aid the librarians at the Walter E. Helmke Library at Indiana University-Purdue University, Fort Wayne, in re-evaluating various library procedures. Responses were received from nine of the 11 libraries…

Discusses the significance of the reference interview and the need for better communication between Black students and White librarians. Sensitivity and understanding of Black behaviors are recommended as ways of building trust between librarians and students. (52 references) (MES)

This study, which focused on the extent to which Lake Forest College (Illinois) students were aware of library reference services, used interviews and a revised version of a survey used elsewhere. Findings showed student awareness to be relatively high, and that the methodology would work well in other undergraduate settings. (Author/EM)

Describes the operation of an automated system that manipulates statistics for the online search service at the Texas Christian University Library. Sample input and worksheets are displayed. (FM)

Reading is the key for reference librarians to increase general and subject knowledge for continuing professional growth. Continuing education has been limited in practice and thinking to the technical aspects of the profession. (RAA)

Interviews with two reference librarians and two users of reference services explored the concept of quality in academic reference services. The study determined that providers and users agreed on the meaning of quality service: librarian knowledge and willingness; mutual expectations, willingness, competence, and satisfaction between librarian…