Reference service via instant messaging (IM) has significant potential to benefit distance learners. There has been wide experimentation with IM to expand reference services in libraries across the US, with mixed results. Concern has been expressed that IM cannot provide the same reference experience as face-to-face interactions. One academic…

A reference/instruction librarian used targeted outreach to furnish library services to faculty and students while assigned to work in the College of Education during a library renovation project. Due to the success of this temporary assignment, the author has subsequently maintained regular office hours in the College to provide research…

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.…

As California Indians confront contemporary issues, their need for timely information is vital. The library at California State University (CSU), Fresno, serves students enrolled in Native American studies courses as well as members of the San Joaquin valley community. Information sources include both recorded information and the "invisible…

Academic reference librarians can enhance the campus cultural diversity of colleges and universities by displaying sensitivity at the reference desk; understanding multicultural group behaviors; avoiding stereotyped attitudes; appreciating a wide range of cognitive style differences; striving to make multicultural students feel comfortable;…