The pilot study reported here applies content analysis techniques to twenty interviews carried out in preparation for mediated searches as part of the "Uncertainty in Information Seeking" project. The tools used in the analysis (Atlas.ti and TEXTStat) are described and their contribution assessed. TEXTStat, a free program, was used to…

This unobtrusive study examined whether the accuracy of reference service provided by student reference assistants (SRAs) and full-time paraprofessional department assistants (DAs) at the Brigham Young University library had improved since 1987. The effects of the following factors on accuracy were also considered: (1) whether a question was…

This digest answers the following questions that beginning or novice users may have about CD-ROM (a compact disk with read-only memory) database services: (1) What is CD-ROM? (2) What databases are available? (3) Is CD-ROM difficult to use? (4) How much does CD-ROM cost? and (5) What is the future of CD-ROM? (15 references) (MES)

This document is a manual of the official guidelines, policies, standards and procedures for reference service in the Harold B. Lee Library of Brigham Young University. The manual serves as a reference source for answering questions raised by reference personnel or patrons about reference policies and procedures of the library, and will also be…

This digest describes the traditional, new, and emerging points of access to the ERIC system: (1) traditional print access; (2) online access through commercial vendors; (3) CD-ROM; and (4) ERIC Digests Online. Also described are services offered by the ERIC Clearinghouse on Information Resources (ERIC/IR) that provide access to the system--ERIC…

This unobtrusive study conducted at the Brigham Young University Library was designed to determine whether reference questions are appropriately referred by student and paraprofessional assistants. Issues addressed included: (1) the percentage of questions assistants cannot answer themselves that are referred to professionals; (2) the percentage…

Intended for librarians familiar with basic online searching techniques and various vendor protocols, this manual describes and illustrates the policies, record-keeping, and forms used by the online services department of the Woodward Library at Austin Peay State University (APSU). Where specific examples are used, they are given with DIALOG…

A summary and four papers from a symposium, held at the 1974 American Library Association Conference, dealing with the feasibility and desirability of measuring reference service. (PF)

Question analysis and search strategy development were broken down into nine steps for answering reference questions. These steps were examined for possible mechanization of the answering process. Such automation was not proved feasible. (LS)

The University of Denver Libraries employed SCORE (Service Components Reliability and Efficiency), a cost analysis technique, to measure effectiveness and cost of reference activity. This report examines the results and the problems encountered in application of this methodology. A reference model, designed as a flow chart, was developed by…

Librarians must be alert to the local information needs of library users, and must also develop library instruction programs to help patrons make more effective use of the library. (LS)

The subject specialist in a university library selects materials, provides reference service to the university community, gives instruction in library use, locates and makes available less commonly used materials, etc. (Author)

This report describes a study undertaken to identify the types of telephoned reference questions received by the Languages Centre of the Metropolitan Toronto Library. In April 1980 two samples of one-week's duration were taken from reference staff records indicating the number of telephone calls in or about a particular language and the day on…

Using simulated reference questions and a search exercise in a standardized list of subject headings, this test assesses several major skills of reference librarians: question analysis, selection of appropriate source, actual use of the source, and selection of appropriate subject terms. It also provides a means of determining the attitudes of…