Describes the planning, organization, and implementation of a reference workshop offered as a continuing education option for reference librarians at the Queens Borough Public Library (New York, NY). Participant evaluations are analyzed, recommendations for future learning activities are presented, and assignments and the evaluation form are…

Discussion of reference services for children and child-related questions focuses on examples encountered at the San Francisco Bay Area regional reference center. Highlights include sharing resources, online searching, telephone inquiries, using adult reference sources, the use of specialized collections, and using the Internet. (LRW)

Reports results of a survey of depository libraries that gathered information on which CD-ROM databases distributed by the Government Printing Office are received and public access to these databases. Addresses and details of equipment used for public access for the 41 responding libraries are provided, and a list of selected databases is…

Discusses the availability of computer conferences on the Internet and their practical benefits to librarians, including problem solving, sharing employment information, conducting surveys, discussing new products and services, and announcing conferences and meetings. (two references) (EA)

Describes LibRef-L, an electronic mail-based conference that was developed to provide a forum for the discussion of library reference service issues. Networks and electronic mail are described; a profile of subscribers is given; and how to subscribe to LibRef-L is explained. (two references) (LRW)

Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also…

Discussion of the merger of separate library units focuses on examples from Indiana State University Libraries' recent merging of the interlibrary loan unit of the reference department with the circulation department to form a new lending services department. Factors to consider in the merging process are discussed, emphasizing staff needs. (seven…

Discusses reasons why patrons or librarians terminate the reference interview, including the content of the interview, interpersonal dynamics, and institutional or policy factors. Goals and objectives of the person terminating the interview are considered, and guidelines for policy development and performance improvement are offered. (30…

Describes use of the STAR (System Training for Accurate Reference) program at the Baltimore County Public Library to improve the interview skills of reference staff. The effectiveness of the program, staff training, performance evaluation, and effects of budget cuts are discussed. A sidebar summarizes STAR behaviors: open questions, verifying, and…

Presents W. Edwards Deming's Total Quality Management method and advocates its adoption in libraries. The 14 points that form the basis of Deming's philosophy are discussed in the context of the library setting. A flow chart of the reference process and user survey questions are included. (MES)

In February 1991, OCLC tested its newly developed product--the FirstSearch Catalog. Designed distinctly for the end user, FirstSearch is an online computer system providing access to a variety of databases. By October 1991, the system was made commercially available to all OCLC member libraries. The Ohio State University served as a test site for…

Describes a study of secondary school library media specialists that was conducted to investigate the potential use of reference transaction measures. The use of the Reference Transaction Module is explained which used three different output measures: Transaction Analysis, Reference Completion Rate, and Transactions per Student. (LRW)

Discusses the value of professionally sanctioned guidelines for planning, implementing, and evaluating reference and information services in school libraries. A checklist is provided for assessing school library media reference services based in part on "Information Power." Results can be used for evaluating and upgrading existing…

Discussion of planning for reference service focuses on assessing past practices and statistics of past use to help plan for the future. Topics addressed include identifying an organizational goal and staff training, including professionals and nonprofessionals. (Contains 13 references.) (LRW)

Presents a structured, integrated continuing education program for university science and engineering reference librarians. Program components, including departmental tours, reference collection tutoring sessions, extensive subject-specific projects, and subject-related, hands-on exercises, are described. Program evaluation results are presented,…