Emphasizes facets of micrographics (field of information processing concerned with making and use of microforms) which influence reference activity and professional responsibilities of reference librarians. Micropublishing, available micropublications, bibliographic control, information storage and retrieval, and microform equipment are noted.…

Information specialists at the National Center for Manufacturing Sciences (NCMS) Manufacturing Information Resource Center (MIRC) contribute expertise, information, and skills to their customer teams. This article describes three librarian customer partnerships, shares recommendations from experienced teams for fostering librarian customer…

Summarizes national survey findings of email reference services in academic and public libraries; describes types of email reference services for selected Colorado libraries; and focuses on a detailed overview and analysis of two years of Colorado State University's email reference experiences. (Author/LRW)

Archives can use the Internet to enhance access to information about holdings, programs, and services; improve efficiency of traditional reference services; and expand use without an increased burden on existing resources. Reviews the experiences of the New York State Archives and Records Administration which operates Internet services using…

Information on freebasing cocaine was requested from reference librarians at six public and seven academic libraries. None of the librarians refused to offer assistance, although assistance varied in its extensiveness. None of the encounters involved a reference interview or bibliographic instruction. Arguments in support of information…

Develops two models of reference interview behavior: the Needs-Oriented Model and the Question-Oriented Model. The models are tested by reanalysis of data from a 1978 dissertation on interviews in the public library setting. Results show the appropriateness of the models and indicate that the question-oriented interview was more prevalent. (eight…

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Argues that the traditional philosophy of public service has remained relevant and vital to overall library reference service despite information technology and other societal changes. Topics include information and information technology; and economic, political, and social trends as they influence reference librarians and reference service.…

Describes the results of a survey of public service librarians conducted by the Queens Borough Public Library to determine their confidence levels of using electronic resource to answer reference questions. Results demonstrated high confidence levels in using the library's online catalog and lower confidence in using the Internet. (Author/LRW)

Explores the feasibility of a centralized, networked reference service in a library setting by comparing traditional reference services at the County of Los Angeles Public Library with a commercial inbound call center. Discusses costs and efficiency when librarians answer questions able to be handled by paraprofessionals. (Author/LRW)

Presents overview of developments in telecommunications, noting their effects on the role of the library as information center. Television growth, videodisc technology, library uses for interactive videodisc (storage and display of mixed media, programed instruction, storage of visual materials, and text), videotex, and teletext are highlighted.…

Discusses some approaches to meeting the needs of disabled students in academic libraries in keeping with the Americans with Disabilities Act. Highlights include types of disabilities, including visual, mobility, and hearing impairments; obstacles found in libraries, including poor communication; and possible remedies. (LRW)

Discusses electronic reference in libraries and how it has changed over the years with changes in computer technology. Explains technical background and history as well as library and reference impact for three stages in the development of electronic reference: the need for search intermediaries, the emergence of CD-ROMs, and user access to…

Discusses library Web sites and explains some of the benefits when libraries make their sites into reference portals, linking them to other useful Web sites. Topics include print versus Web information sources; limitations of search engines; what Web sites to include, including criteria for inclusions; and organizing the sites. (LRW)

Considers problem library patrons in a virtual environment based on experiences at California Institute of Technology's Web site and its use for virtual reference. Discusses the virtual reference desk concept; global visibility and access to the World Wide Web; problematic email; and advantages in the electronic environment. (LRW)