Suggests that current conditions are nearly ideal for the effective meta-assessment of online reference services (ORS), in part because expected patterns and modes of service have not yet been established for emerging and evolving online environments, and in part because the distance between theory and practice regarding reference service in…

Defines "values" and lists the eight values (stewardship, service, intellectual freedom, rationalism, literacy and learning, equity of access, privacy, democracy) derived by the author in an earlier work. Gives a brief history of the evolution of human-to-human reference service and discusses its future. Relates each of the author's eight values…

Examines how to determine the best model of reference service. Highlights include: libraries and community; components of reference service; inherent values of reference service; conflicting values and models of service; technology and change; new models and old values; and the "right" model of reference service. (AEF)

Summarizes speeches from a debate about the future of reference librarians. Highlights include a decline in traditional reference statistics; the growth of commercial online reference services; attempts to move traditional services to the Web; and users' needs for librarians to help them find authoritative, unbiased, free information. (LRW)

During the 2000-2001 academic year, the General Libraries of the University at Buffalo conducted a pilot project to assess feasibility of providing reference through instant messaging. Describes the project, its implementation, the software used, staffing issues, and publicity efforts. Discusses results of the project in terms of user…

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…

Discusses reference-use statistics in academic libraries. Highlights include new functions and resources, limits of traditional counting methods, ranking the sources, the Internet's impact on instruction, computer-assisted versus one-on-one instruction, and creative solutions to reference services. (AEF)

Discusses the benefits of creating a collegial environment for library reference staff, highlighting application of the "Golden Rule," supervisor's role, policies and procedures, barriers to success (lack of communication, competitiveness, conflict, dictatorial supervisors, envy, burnout, lack of reward), collegial education and…

Discusses how traditional work of academic reference librarians has been impacted by access to electronic publications on the World Wide Web. Describes how librarians are using the Web to create publications for in-house library users and remote users through HTML documents that provide access to Web and other electronic resources. (Author/LRW)

Examines the theoretical model of information-seeking behavior called the "imposed query." Qualitative findings identify teachers, the school library media specialist, parents, and children as imposers. Quantitative findings include persistence of a relationship between grade level and question type, gender difference in library use at…

Reports on some of the new ways public library sites are presenting themselves to their patrons and to the broader World Wide Web audience. Discusses library virtual tours; calendar display; audio-visual materials; resource listings; book clubs; money-raising activities; fugitive fact files; hot item advisors; periodicals; FAQs (frequently asked…

Discusses library reference services. Topics include the historical development of reference services; instruction in library use, particularly in college and university libraries; guidance; information and referral services and how they differ from traditional question-answering service; and future concerns, including user fees and the planning…

This preliminary study was designed to benchmark patron perceptions of reference desk services at academic health science libraries, using a standard questionnaire. Responses were compared to determine the library that provided the highest-quality service overall and along five service dimensions. All libraries were rated very favorably, but none…

Discussion of virtual reference services focuses on software that is currently available and further developments that are needed. Topics include co-browsing and collaboration capabilities; communications technology, including chat technology and voice over Internet protocol (VoIP); networked reference services; and online reference collections…

This longitudinal study examined the library use patterns of 1,046 undergraduate students during their first three years of college. The significant changes in library use patterns have implications for the redesign of academic library services, including reference and bibliographic instruction. (Author/LRW)