Describes an experimental integrated service point that combines the desks and staff who perform reference and circulation at one of Massachusetts Institute of Technology's libraries. Considers whether this service model can consolidate public service points to improve response to customer needs; discusses performance measurement; and offers…

Describes the process of initiating an e-mail reference service in 1995 at the Ohio State University Health Sciences Library and the growth of the service through 2000. Includes data on types of patrons who use the service; types of questions and answers; and how results have led to re-evaluating all reference services. (LRW)

Describes a study conducted at Auburn University that analyzed four months of chat reference questions received at a centralized reference services desk. Discusses types of questions; types of users; whether questions were localized to the specific library's resources; and further areas of research. (Author/LRW)

Describes the inclusion of interlibrary loan services in the reference department of the science and engineering library that accounted for a large percentage of the interlibrary loan activity, based on experiences at Baylor University. Staffing, interlibrary loan statistics, and faculty needs are discussed. (LRW)

Summarizes Carol Kuhlthau's research on the information search process. Discusses how Kuhlthau's model of students' information search process (ISP) has been integrated into a course at Arizona State University and is being used experimentally as a training tool in the library's reference services. Selected student responses to research process…

Analyses academic digital reference services in institutions categorized as Master's (Comprehensive) Universities by the Carnegie Foundation for the Advancement of Teaching that offer undergraduate and master's degree education within the framework of diffusion of innovation theory. Focuses on the extent and rate of diffusion, library…

Identifies issues involved with the convergence and/or integration of library, computing, and information technology services in Australian universities. Investigates the impacts of integration of services on university libraries and their clients and recommends strategies for the successful management of convergence and integration involving…

Discusses the results of a survey of academic member libraries of the ARL (Association of Research Libraries) that investigated changes in reference services over the last three years and how electronic resources have impacted them. Topics include remote users; email reference; and live virtual reference. (LRW)

The results of a managerial rotation program in a medium-sized academic library reference department are presented. After meeting certain minimal eligibility requirements, librarians in this department take turns on a 2-year cycle serving as head of the department. This case study is used as a model to assess both the advantages and disadvantages…

This guide for users of the Adelphi University Libraries provides instructions for accessing the bibliographic records of the libraries' holdings, which have been stored online since 1968. The steps necessary to search the Adelphi Libraries Catalog Online (ALICAT) by author, title, subject, or call number are explained using text and…

This reference service policy manual provides general guidelines to encourage reference service of the highest possible quality and to insure uniform practice. The policy refers only to reference service in the University Libraries and is intended for use in conjunction with other policies and procedures issued by the Reference Services Division.…

These three essays describe the practical and administrative aspects of the implementation of computerized database searching at the Albany, Buffalo, and Stony Brook SUNY campuses. Originally prepared as papers for a conference of SUNY librarians, each essay focuses on one campus to address such questions as the number of patrons who use the…

This proposed policy manual for the computerized information retrieval service of the University of Houston System outlines policies for specific elements of its operation: (1) users--who is/is not eligible for service and for equipment use; (2) cost--rates charged; (3) responsibilities of searchers--maintenance of searching skills, scheduling of…

This review of the positive and negative impact of centralization of library collections and services on library staff and quality of services focuses on reference services. The move from decentralized to centralized library services at Louisiana State University is discussed as well as the effect of automation on that configuration. (Author/CLB)

A survey of business librarians at schools offering graduate degrees in business showed that: (1) most librarians search databases other then those related to business subjects; (2) most searches are for citations to articles; (3) most searches are paid for on a cost recovery basis; and (4) most librarians do searches for off-campus patrons.…