Describes the live virtual reference service, Q and A NJ (Question and Answer New Jersey), strategies used to meet the challenges of day-to-day management, scaled growth and quality control. Describes how it began; how long it took; how to manage a large project (constant communication; training and practice; transcript analysis and privacy;…

One hundred twenty-three Association of Research Libraries (ARL) Web sites were examined for the presence of a virtual tour. Over half offered at least one. Each main or undergraduate library tour was reviewed for the use of standard Web conventions, features, content and navigation using a checklist of 32 items. Emerging trends and…

To consolidate library public service points and reallocate staff resources, Old Dominion University Library (Virginia) transferred responsibility for government documents reference service to the library's main reference desk. A team-based approach was used to manage aspects of the merge, including training of reference desk staff and production…

Discusses ways that librarians can help the 15% of all children who have been diagnosed with a learning disability (LD). Highlights include the use of books on tape, watching for signs of possible disabilities in preschool programs, and a family program that is a partnership between public and school libraries. (LRW)

This study examines different applications of Internet (e-mail, Telnet, File Transfer Protocol, Gopher, World Wide Web) in medical library settings, emphasizing reference services. Discusses the role of the Internet in fulfilling National Network of Libraries of Medicine's objectives and analyzes the merits of using the Internet as a reference…

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…

Examines the relationship between bibliographic instruction and reference services in academic libraries. Highlights include historical definitions for the two services; results of a survey of academic librarians that investigated how they are connecting the two services; and recommendations for improving the teaching of information literacy at…

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…

Discusses performance measures for libraries that will indicate the goodness of the library and its services. Highlights include a general evaluation model that includes input, process, output, and outcome measures; balanced scorecard approach that includes financial perspectives; focusing on strategy; strategies for change; user criteria for…

Examined the accessibility of two Web-based abstracting and indexing services by blind users using screen-reading programs based on guidelines from the Rehabilitation Act of 1973 and Web Content Accessibility Guidelines by the WWW Consortium. Suggests Web developers need to conduct usability testing and librarians need to be aware of accessibility…

Discusses the growing number of teenagers and its impact on school and public library services. Topics include focusing on youth developmental needs; the effects of library services on teenagers; planning services with teens, rather that for them; and future possibilities. (LRW)

Discusses public libraries' imperatives for training older adults in computer use and surveys current literature on older adult learning. Concludes that older adults do learn differently from younger adults; explores how learning differences are relevant to computer learning; and suggests implications for trainers of older adults. (Author/LRW)

Includes five articles that discuss digital reference in elementary and secondary education; the need to understand the technological environment of digital reference; question negotiation in digital reference; a pilot study that evaluated chat reference service quality; and collaborative digital museum and digital library reference services. (LRW)

Explains the digital reference service AskNSDL that was developed for the National Science Digital Library (NSDL). Discusses tools used to design the service, including QABuilder software; QuIP (Question Interchange Profile) metadata format standard; GEM (Gateway to Educational Materials) cataloging tool; and the AskERIC question and answer…

Describes a study that used interview data to adapt SERVQUAL, a survey to determine customer perceptions of service quality, to LibQUAL[TM], a Web-based survey to investigate users' perceptions of library service quality. Offers hypotheses regarding how data was categorized as it was. (Author/LRW)