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…

Encouraging librarians to incorporate critical thinking skills and active learning techniques in their course instruction requires more than talking about it in a department meeting or distributing articles on the topic. At Old Dominion University (Virginia), librarians have tried conducting workshops, had readily-accessible binders of articles…

This paper discusses the building of a hypermedia-based reference station at the Wright Laboratory Technical Library, Wright-Patterson Air Force Base, Ohio. Following this, the paper focuses on an electronic user survey from which data is collected and analysis is made. The survey data is used in a rapid prototyping approach, which is defined as…

The role of academic reference librarians is taking new shape with the continuous development of library technologies. In addition to their traditional bibliographical, academic, and personal competencies, librarians also have to possess technological expertise in order to gain access to automated library processes both for themselves, and for…

The development of CD-ROM following early computers and powerful personal computers will affect information retrieval by its accessibility and large storage capacity. Users will demand specific information and data sets from libraries, which could provide large research capacities. Librarians will act as database managers, thus enhancing their…

The second of two articles on the acquisition and implementation of a large laserdisk service at Texas A&M University covers equipment and supplies, future plans, service, staffing, training of staff and patrons, and statistics. A floor plan, user instruction sheet, and news release are included. (MES)

Discusses ways instruction librarians can use the World Wide Web to serve students in the classroom, at the reference desk, in distance education, and as a self-directed learning tool. Outlines how the Web can function as a desktop publishing system, revitalize subject pathfinders and "how-to" guides, and promote the invention of interactive…

An external user and an academic business reference librarian collaborated to design a Web site for members of the Association of School Business Officials (ASBO). This article describes the Web site's development and organization (accounting, budgeting, and related areas; technology and information systems; health and human resources; and finding…

Offers practical tips and suggestions on how to conduct user surveys to evaluate library services. Topics include how trends, such as online services impact library reference services; incorporating survey questions into reference interviews; segmenting academic and public library users; questionnaire design; measuring value; and tabulating…

Reports results of a study which gathered exploratory data about reference services to library school students via a questionnaire sent to librarians, faculty, and students. Possible contradictions between the daily reality of reference work and the idealism of reference codes of ethics which demand equal service for all patrons are considered.…

Eleven articles discuss the response of library users and personnel to automation. Topics covered include computerized reference services, online public access catalogs, paraprofessional staff perceptions of technology, organizational and managerial impacts of automation, workshops on new technology, gender differences in motivation to manage and…

Outlines considerations in the design of a Competitive Intelligence Information Resource Center (CIIRC), which is needed by business organizations for effective strategic decision making. Discussed are user needs, user participation, information sources, technology and interface design, operational characteristics, and planning for implementation.…

Discusses results of interviews with reference librarians that were conducted to investigate the effects of electronic reference options such as CD-ROM and OPACs (Online Public Access Catalogs). The work environment is described; changes in library instruction are considered; and the changing nature of reference work is discussed, including users'…

This study focused on how CD-ROM systems were being used in a college library and training users had received or assistance they required. Patrons completed surveys and librarians logged assistance requests to determine the level of assistance needed for CD-ROM workstations. Results showed most patrons need assistance from librarians even for…

Computers, microfilm, cable television, satellite communications, photocopiers and other technical developments brought about general revision to U.S. Copyright Law, which was enacted in 1976 and became effective on January 1, 1978. The 17 articles in this issue of The Bookmark consider how the law has resolved the main problems: (1)…