Advocates reexamining reference services and outreach programs, and relating them more closely. Argues that archival records are underutilized and that archivists should proactively reach out to researchers and encourage research use. Discusses researcher services; measuring and reporting on researcher use; electronic records; and creating…

Discussion of digital reference services and the use of real-time versus asynchronous services such as email focuses on data from the AskERIC digital reference service to demonstrate that asynchronous services are not only useful but may have greater utility than real-time systems. (Author/LRW)

Describes the planning, research, and development of the BIOSIS Connection, an online reference service targeted to researchers in the life sciences. Product testing and preliminary response to the system are discussed, and highlights and disappointments of the project are summarized. (two references) (MES)

Discusses the goals, attitudes, and methods of reference teaching, focusing on some of the difficulties for the reference instructor. Teaching of the reference method, rather than facts, and a liberal concept of reference work are encouraged. (three references) (MES)

Discussion of the concept of service and its significance for library reference work focuses on attitudes and qualities important to good service. The changing nature of reference resulting from technological developments and the appropriateness of these values for modern day reference work are then addressed. (13 references) (MES)

Summarizes problems affecting reference accuracy and solutions recommended by librarians in four areas: the reference interview, inadequate knowledge of sources, library system failure, and the fallible nature of human beings. It is argued that the recommended actions, when viewed as a whole, indicate that collaboration among librarians is a key…

Describes reference materials that may be useful in finding legal cases decided by the U.S. Supreme Court. Case citations and case names are explained, finding a case on a particular topic is addressed, and sources for finding a major Surpeme Court case by case name or topic are given. (LRW)

Describes a study that replicated two earlier studies to determine whether environmental factors of reference departments and behavioral characteristics of references staff members had changed over the past ten years. Results emphasize the need for more and better education and training in conducting reference interviews and providing client…

Discusses digital reference services that provide subject expertise and information referral over the Internet to their users. Describes the history of digital reference, how digital reference services work, and explains a six-step process for building and maintaining digital reference services, including training, planning, and evaluating. (LRW)

Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…

Discusses comments made in a previous column relating to reference librarians and online reference services. Topics include the inaccuracy of traditional reference services; the alleged decline in library reference activity; misunderstanding reference librarians; and perceiving Ask Jeeves as a useful alternative model to reference services. (LRW)

There comes a time when one asks even of Yahoo, even of Google, "Is this all?" Yahoo and Google do an admirable job of categorizing the Internet and making its contents more accessible. But ultimately they're search tools, not research tools. There's a great deal of information not on the Internet, particularly thoroughly researched,…

It has been an unconventional career path. Sharon Morris has been a children's librarian, a collection development librarian, a product manager for CARL, and an academic advisor in a graduate library science program. Today she's coordinator for AskColorado, the 24/7 online reference service recognized as 2004 Project of the Year by the Colorado…

In this article, the influence of timesaving and inspiring reference technologies on the field of reference services is assessed. Library media specialists are advised to be aware of and embrace such emerging technologies, as these will enable them to make information gathering effective and efficient and create information-literate students.

The process of retrieving information from reference sources can be a problem for young students due to differences in terminology. Pointers on how library media specialists can assist young children to acquire information from sources are provided.