Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information…

Sixteen scholarly papers and twenty abstracts comprise the content of the eighteenth annual Brick & Click Libraries Conference, held annually at Northwest Missouri State University in Maryville, Missouri. The proceedings, authored by academic librarians and presented at the conference, portray the contemporary and future face of librarianship.…

Categorizes and compares sample of public and academic library reference questions. (KP)

Discusses the results of the Wisconsin-Ohio Reference Evaluation Program (WOREP) that was used by the reference department at the Brandeis University (Massachusetts) library. Results are compared with an onsite evaluation to determine factors that influence the provision of high-quality reference service. (LRW)

Analyzes survey results of university students who used the instant messaging (IM) reference service at Southern Illinois University Carbondale's library. Focuses on the results of two surveys, including a comparison of IM reference and traditional reference desk experiences; provides an overview of the IM reference system and usage data; and…

Compares a digital reference service that uses instant messaging with traditional, face-to-face reference based on experiences at the Southern Illinois University library. Addresses differences in reference questions asked, changes in the reference transaction, student expectations, bibliographic instruction, and librarian attitudes and procedures…

This review of the positive and negative impact of centralization of library collections and services on library staff and quality of services focuses on reference services. The move from decentralized to centralized library services at Louisiana State University is discussed as well as the effect of automation on that configuration. (Author/CLB)

One of the two major ways of interpreting LibQUAL+[TM] data involves placing perceived service quality ratings within "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. This study compared zones of tolerance on the 25 LibQUAL+[TM] items across undergraduate, graduate student and…

Describes 3.5 years' experience using BRS/After Dark and Dialog's Knowledge Index as the main systems of choice in the mediated search service of a department library on a large academic campus. Factors discussed include average use, costs, databases offered, system capabilities, comparisons of the two systems, and limitations of the systems. (13…

Describes a study that compared the quality of reference services provided by reference librarians and paraprofessionals, using patron satisfaction as the measure of success. Factors associated with satisfactory service are identified, and suggestions for the effective use of paraprofessional staff are presented. (4 references) (CLB)

Discussion of library digital reference services focuses on the features of instant messaging reference systems and the in-house development of a system that incorporates them at Southern Illinois University at Carbondale. Summarizes and evaluates library chat system features and compares commercial software that is available. (Author/LRW)

This study compared the performance of students using the printed and CD-ROM versions of ERIC. Four groups of undergraduates researched assigned topics using either CD-ROM with formal instruction, CD-ROM without instruction, the printed version with instruction, or the printed version without instruction. Data suggest that patrons can use CD-ROM…

Presents norms for reference desk staffing based on 1988-89 statistics from over 100 libraries in the United States and Canada and compares results with an earlier study based on 1978-79 statistics. Data are reported on gate count, reference transactions, person-hours at the reference desk, and workload. (five references) (MES)

Describes a survey of midsized academic libraries that measured the departmental relationship between librarians who provide reference services and librarians who provide instructional services. Discusses satisfaction levels with various organizational arrangements as well as pros and cons of integrated or separate reference and instruction…

This report by the BRS (Bibliographic Retrieval Services) Committee, which was formed to identify costs and benefits of joining BRS, provides a summary of anticipated use of the BRS system and projected savings, and recommendations to the library on joining BRS. The majority of the report comprises seven appendices: (1) a comparison of search…