Discusses changes in library reference service that have occurred with growing Internet use. Topics include the human factor that is still needed; the nature of reference questions; the goal of user self-sufficiency; the invisible nature of much of librarians' work; and providing real-time, interactive point-of-need service to remote users. (LRW)

Provides a historical overview of LOEX-of-the-West (Library Orientation Exchange) while introducing this special issue of RSR that includes presentations from the 1998 conference, "Library Instruction for the 21st Century." The first LOEX-of-the-West Conference was held at Willamette University in Salem, Oregon in June 1994. (AEF)

Discusses the role of librarians who work in advocacy organizations, provide information services in the public interest, and help facilitate the shaping of sound public policy. Considers advocacy organizations' information needs, provides several examples of libraries and their services, and discusses political considerations. (Author/LRW)

Discussion of library reference services and the conflict between richness (complexity) of services and the reach (number of users that can be served) focuses on information technology that is used in electronic commerce and available on the Internet. Discusses changing roles of libraries and networked information environments. (Author/LRW)

Discusses how libraries today are re-thinking their entire educational mission in response to changes such as laptops, connectivity, Web-enhanced learning, and portable computing. Libraries are now designed to integrate new technologies that allow digital resources to supplement and expand the library's traditional print holdings and to help…

Explains the revamping of library services in London's East End that will begin with the library buildings being sold and replaced with Idea Stores, positioned in high-density shopping areas. Discusses combining traditional library services with adult education, performance space, daycare, and retail style. (LRW)

Discusses usability testing for Web sites and explains how librarians can implement the methods needed to evaluate their library Web sites. Highlights include reviewing other library Web sites; defining the users; defining test objectives that are linked to user needs; administering the tests; and pertinent resources. (LRW)

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…

Examines CCIs (Comprehensive Community Initiatives), which can help librarians expand services to young adults who live in poverty; reviews a Wisconsin plan which highlights community-based librarianship; presents a case study of a Florida CCI-based youth development project; and discusses public libraries and CCIs, and library education programs…

Discusses technological change and intellectual property as it affects libraries and access to electronic information. Topics include the balance between copyright law and fair use; the Copyright Term Extension Act; the Digital Millennium Copyright Act; product versus service; databases with public access; and similarities with Napster. (LRW)

Discusses the history and emergence of non-library commercial and non-commercial information services on the World Wide Web, often referred to as expert services. Describes the methodology used for a study of expert services and considers implications for further research and the development of digital reference services by libraries. (Author/LRW)

This paper is a selective review of recent publications, focused on the economic value of public and special libraries which are treated separately, since context and organisational objectives differ widely for different types of libraries. Those who wish to further explore this topic will find many studies into the social value of libraries which…

Librarians are the ultimate knowledge managers. Everyone knows that. After all, haven't they been the custodians of documented knowledge for centuries? Who could possibly do it better than them? Well, then why aren't people knocking down their doors, begging them to be the knowledge managers of the organisation? Are they just ignorant of how…

Traditional measures of quality are no longer adequate to reflect library excellence and impact. Analysis of an Association for Research Libraries data set showed that there was a relationship between the ARL Index and services; between the number of undergraduate students and services; and between instructional presentations and operating…

Virtual tours delivered via the Web have become a common tool for both instruction and outreach. This article is a case study of the creation of a virtual tour for a university library and is intended to provide others interested in creating a virtual tour of their library the opportunity to learn from the mistakes and successes of fellow…