Describes ways that reference librarians can use the skill of active listening to respond to a patron's message that is more emotional than factual. Examples are given from the Brigham Young University (BYU) Library School's interpersonal relations course that compare nonactive listening responses to active listening responses. (two references)…

Compares results of traditional Boolean searching with those of Freestyle, LEXIS/NEXIS's natural language application. Study found that though the Boolean searches had better results more often, neither method demonstrated superior performance for every query, suggesting that different queries demand different techniques. Concludes that further…

Results of a study conducted at Arizona State University West revealed that nearly 36% of reference questions asked were from non-affiliated patrons and approximately 70% took five minutes or less to answer. While longer questions took a disproportionate amount of time, this study shows that the time spent answering affiliated and non-affiliated…

Examines the reference transaction in library and information science from the perspective of systems analysis, identifies 15 functional requirements of the process, proposes criteria to measure success, illustrates the process using four diagrams of the reference transaction, and suggests future research. (Author/LRW)

Discusses future possibilities that libraries must consider in a digital information age. Topics include how the Internet has transformed the way people look for information; the need for better Web search engines; electronic publishing; and an information infrastructure that supports the delivery of digital objects and 24-hour reference service.…

Modifying the NASA Technical Report Server (NTRS), a World Wide Web report distribution NASA technical publications service, has enhanced its performance, protocol support, and human interfacing. This article discusses the original and revised NTRS architecture, sequential and parallel query methods, and wide area information server (WAIS) uniform…

The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users…

Discusses differences between e-mail reference interviews and those conducted using other media; presents a taxonomy of approaches to e-mail interviews; and introduces a model e-mail interview, based on a project at the University of Maryland's College of Library and Information Services. (Author/LRW)

Reprints the introduction to a past theme issue that discussed library instruction and reference services in academic and public libraries. Topics include library instruction as part of public services; and two main viewpoints of library instruction, one of which believes in its value and one which believes it is unnecessary. (LRW)

Describes the use of the Virtual Reference Desk by the Department of Energy library to provide live reference services via the Internet. Discusses the shift in users from Department of Energy employees only to including the general public, and the resulting need for reference librarians to increase the diversity of their skills. (LRW)

Describes a study at California State University at Chico that analyzed the types of reference questions received by their digital reference service over a two-year period. Suggests a strategy for improving the process of answering broad or complex questions remotely. (Author/LRW)

Discussion of ethical reference practice focuses on guidelines for the individual reference librarian's interactions with clients. Topics include the professional-client relationship; competence; diligence; confidentiality; independence of judgment; honesty and candor; and obligations to third parties, including the democratic society at large.…

Reflects on the application of peer coaching to the reference environment, suggests strategies for implementation, and relates peer coaching to the evaluation of reference effectiveness. Discusses behaviors specific to the reference interview and evaluating how well users are served. (Author/LRW)

Explains statistical significance so reference librarians can better understand users' information needs who ask statistics-related reference questions. Highlights include the t-test; bell curve, or Central Limit Theorem; reference interview theory; and analysis of variance. (LRW)

Librarians are in the business of serving the public. Perhaps the public happens to be those who live in a particular city or county, or study at a college or university, or work at a certain organization. No matter where librarians work, they have clientele whose needs for information and entertainment need to be met. Some would think that…