At the reference desk, librarians engage in an often predictable sequence of instruction with students that centers on assisting students with focusing their topics before they can move to the information collection stage. It is an area of instruction that is often taken for granted and that most faculty are unaware of, but it is critical for…

Customer service is a vital part of library service. The reference interview remains a key element in assisting library patrons with information needs. This book shows librarians how to combine creativity with professional expertise in reference interviews, to provide quality customer service and satisfy patrons. The book is divided into 11…

This report provides instructional materials for a voluntary introductory workshop in the use of the Educational Resources and Information Clearinghouse (ERIC) database on CD-ROM. The workshop instruction is based on Leslie J. Brigg's Theories of Instructional Design with instructional objectives based on Robert Gagne's Learning Taxonomy. Library…

Users of the reference library at Blackhawk Community College (Illinois) were surveyed to determine user satisfaction and the total number of transactions. The survey's objective was to pinpoint problem areas, supply objective information, develop guidelines and standards, and support needed improvements or the continued maintenance of good…