The study analyzes how chat reference providers refer patrons to subject specialists in 467 interactions from two years at a university library. Qualitative analysis showed variation in how referrals are presented: as an option versus a recommendation, putting follow-up in the hands of patrons versus librarians, and apologizing versus promoting…

As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program.…

This article explores the different steps involved in adopting a new service model at the University of Arizona Science-Engineering Library. In a time of shrinking budgets and changing user behavior the library was forced to rethink it reference services to be cost effective and provide quality service at the same time. The new model required…

An evaluation of the reference referral program at the University of California Library at Santa Barbara was conducted by a committee of the Librarians Association of the University (LAVC). This committee designed a referral form, a plan for its use, and a methodology for evaluating the program. Conclusions are complex and raise more questions…

A survey of reference librarians working in 114 public libraries in metropolitan Chicago was conducted in 1983 to determine their acceptance of specific community information and referral (I&R) services, as defined by Thomas Childers in his nationwide survey of public libraries in 1978. A total of 106 responses to the 1983 survey were…

This study explored the relationship between expanded information and referral (I&R) services and traditional reference services in public libraries in North Carolina. Results show librarians feel I&R services should be limited to those closely related to traditional reference services. Other I&R services typically provided by social…

This unobtrusive study conducted at the Brigham Young University Library was designed to determine whether reference questions are appropriately referred by student and paraprofessional assistants. Issues addressed included: (1) the percentage of questions assistants cannot answer themselves that are referred to professionals; (2) the percentage…

This booklet, one of a series of background papers for the White House Conference, presents information and referral services as one of the ways libraries are developing programs to discharge their responsibilities to the public they serve. It details the determination of a woman librarian in Detroit to develop the first comprehensive I&R…

Argues for the creation of a genealogy and history file in libraries, using the Bristol (Virginia-Tennessee) Public Library experience. As an extension of the library's collection, the file also provides access to the private collections of participants and offers users a means of obtaining selective information quickly and inexpensively. (JD)

After undertaking the time and energy consuming task of reference assessment, the library might discover that it needs to tweak delivery of service, weed and update the collection, upgrade workstations, or advance marketing strategies to get patrons to use reference materials and services. Like any other product or service, reference departments…

Intended primarily to facilitate communication of ideas between public library personnel interested in providing community information and referral services, this directory lists public libraries already engaged in such services. The document begins with a brief examination of the concept of community information and referral service, assesses the…

Reports on an evaluation of the higher levels of California's statewide reference referral network that involved an unobtrusive method utilizing existing records of actual reference transactions evaluated by panel of judges. Reference evaluation methods, findings of other studies, and other uses of the method are discussed. (Nineteen references…

Discusses reference librarian skills necessary to provide service to genealogy patrons: know patrons, know how to do genealogical research, become familiar with basic reference tools, know how to refer genealogists to other agencies, conduct successful reference interview, develop collection of reference materials and interlibrary loan services.…

A 2-phase study evaluated the existing reference referral network in California, and developed and evaluated two alternative designs, one organization-based and the other formula-based. The evaluation phase consisted of the following tasks: (1) a survey of all public libraries and cooperative systems of the state regarding their priorities for and…

Describes the reference project of the Public Library of Columbus and Franklin County (PLCFC), Ohio, that uses a system of cassette-like tapes accessible by telephone to provide medical and health related information. (JD)