The pathfinder format (which includes topic definitions, subject headings, classification numbers, introductory sources, reference works, and documents) is used in teaching reference work in specific subject areas. (LS)

The floating librarian'' is one who interprets and adjusts the formal library structure to meet legitimate needs. This is one of the ways the academic reference librarian can gain greater acceptance with students and faculty. (9 references) (Author/NH)

Most municipalities do not have bibliographic control and checklists of their publications. Because of the complexity of the subject, and major obstacles in locating materials of interest to their clientele, reference librarians need to understand the benefits of documents and locate sources for them. (10 references) (Author/DH)

The University of Nebraska, Omaha, library reference department sponsored a series of seminars which were open to interested community members at a minimal fee. (PF)

Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

Identifies aspects of reference services amenable to evaluation, discusses the need for measures of service quality as well as quantity, presents modifications of current measures that meet this need, and stresses the importance of linking performance measures to library planning. (CLB)

Discusses the literature on microfilm usage in reference librarianship, proposes use of microform in reference collections and the introduction of patrons to available information in microform. (Author/KP)

Examines questions related to service quality, satisfaction, and outcomes assessment in academic libraries. Relates the literature of library and information science to each concept, identifies major research methodologies used, and offers suggestions for future research. (Contains 65 references.) (Author/LRW)

Describes a study which linked the misconduct of proposing, performing, and reporting academic research to librarians' perceptions of service quality; explores implications of fraud for library collections and information services; and discusses factors meriting further research. Tables present examples of sources in which those implicated in…

Libraries assume a significant financial obligation in the provision of government publications and products. The Government Printing Office (GPO) service roles, service pledges, and depository library service roles are discussed. The GPO's Superintendent of Documents (SUDOCS), an electronic depository program, will place a significant financial…

Examines a new approach to measuring service quality--conducted at Yale University's libraries--one that produces findings useful for local planning and decision making. The goal is to probe the service attributes of greatest potential to both actual customers and service providers. The setting for this study was Yale University. (AEF)

Briefly describes fundamental problems with library reference service based on the findings of 20 separate studies using unobtrusive tests. An emphasis on quality of service, realistic goals, and effective managerial strategies are identified as possible resolutions of these problems. (CLB)

Examines the effectiveness of a framework developed to measure service quality in academic libraries. The research, which was conducted in the seven university libraries of New Zealand during 1996 concluded that the survey questionnaire administered is an effective instrument for testing service quality. (AEF)

Reports results of unobtrusive testing of reference service (asking reference questions of library staff who are unaware of being evaluated) in government documents and central reference areas of 26 U.S. libraries. Accuracy of answers, interview and search process duration, referral, and use of catalog and technology are highlighted. (12…

The first article summarizes the findings of four studies which used unobtrusive testing techniques to evaluate library reference services. The validity of this testing method and the conclusions reached are discussed, and suggestions are made for improving reference services in five related articles. (CLB)