This discussion of the development of library reference service standards and guidelines for service measurement highlights the work of the American Library Association (ALA) Committee on Standards, guidelines adopted by ALA's Reference and Adult Services Division, and efforts of state, public, and university libraries. Fourteen references are…

Describes the nature of listening behavior and demonstrates how the technique of active listening can be an appropriate approach to enhancing communication between librarians and library patrons during the reference interview. Examples of active listening at the reference desk and suggestions on the effective use of this skill are provided.…

Examines the issue of OCLC benefits for special libraries in terms of find rates and suggests that special libraries consider OCLC participation when find rates are low. (FM)

Summarizes the literature which examines the formal and informal methods by which library reference services instruct the library user in the pursuit of information. (FM)

Describes the design and development of the Reference Librarian Enhancement System (REFLES), a microcomputer based system for in-house data files. The REFLES prototype is described in its test form, followed by presentation of the working environment, problems, and evaluation of the current version. Future possibilities of REFLES are also…

Seventeen idea tactics to aid information specialists in furthering a reference search are defined as parts of total search strategies, and are grouped into idea generation and pattern breaking modes. Problems in testing such tactics are discussed. (FM)

Identifies a conflict between the kind of reference service that many librarians of tax-supported academic and public libraries have accepted as workable within their institutions and the kind of reference service that has evolved for those who can pay for online bibliographic searches in these same libraries. (Author)

Real questions, with no predetermined answers, were submitted by students in an introductory reference class and used to supplement instructor developed problems sets for practice in answering reference questions. The methodology and benefits are discussed. (Author/MBR)

Reviews the evolution of library community service patterns in reference and adult services, recognizes the fluidity of community information needs in terms of library response, research, and technology, and discusses questions pertaining to service innovations. References are included. (FM)

Advocates reexamining reference services and outreach programs, and relating them more closely. Argues that archival records are underutilized and that archivists should proactively reach out to researchers and encourage research use. Discusses researcher services; measuring and reporting on researcher use; electronic records; and creating…

Discussion of digital reference services and the use of real-time versus asynchronous services such as email focuses on data from the AskERIC digital reference service to demonstrate that asynchronous services are not only useful but may have greater utility than real-time systems. (Author/LRW)

Describes the planning, research, and development of the BIOSIS Connection, an online reference service targeted to researchers in the life sciences. Product testing and preliminary response to the system are discussed, and highlights and disappointments of the project are summarized. (two references) (MES)

Discusses the goals, attitudes, and methods of reference teaching, focusing on some of the difficulties for the reference instructor. Teaching of the reference method, rather than facts, and a liberal concept of reference work are encouraged. (three references) (MES)

Discussion of the concept of service and its significance for library reference work focuses on attitudes and qualities important to good service. The changing nature of reference resulting from technological developments and the appropriateness of these values for modern day reference work are then addressed. (13 references) (MES)

Summarizes problems affecting reference accuracy and solutions recommended by librarians in four areas: the reference interview, inadequate knowledge of sources, library system failure, and the fallible nature of human beings. It is argued that the recommended actions, when viewed as a whole, indicate that collaboration among librarians is a key…