Develops two models of reference interview behavior: the Needs-Oriented Model and the Question-Oriented Model. The models are tested by reanalysis of data from a 1978 dissertation on interviews in the public library setting. Results show the appropriateness of the models and indicate that the question-oriented interview was more prevalent. (eight…

Reports the results of a survey of 38 librarians with expertise in training CD-ROM users that examined why and how patrons use CD-ROM, what end-users need to know about searching CD-ROM, and preferred teaching methods. The effects of training CD-ROM users on reference services and staff are also discussed. (CLB)

Discussion of financing database searching in the public library examines the role of the public library in providing access to information; costs of online services; and user fees. Techniques that a library can use to control online services and deliver them at a minimum cost are suggested. (eight references) (MES)

Master's students in library science and students in a library technician program were asked to read scripts of reference interviews in which the amount of bibliographic instruction and the "maleness" or "femaleness" of questions were varied. They were then asked to make a judgment about the competence of the reference…

Discusses telephone reference services in libraries. Topics include characteristics of quality phone reference; policies and guidelines for quality service; a survey of pertinent literature evaluating telephone reference; training; and technology for telephone reference, including cellular and cordless phones, electronic resources, and automated…

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Reviews theory and research findings concerning service organizations, develops a model of the library reference process, and summarizes the results of a partial test of the model in five academic libraries in northern California. The roles of clients and service providers are explored, and variables that influence service outcomes are discussed.…

Reports results of a preliminary survey which examined the potential of downloading as a means of reducing the recurrent printing costs of CD-ROM database use in libraries. Highlights include (1) profile of a typical library; (2) printing availability, restrictions, and fees; and (3) downloading availability, promotion, and computer support. (MES)

Discussion of the development of a knowledge navigation system to assist users in searching a large database in a local/wide-area network environment considers the construction of navigation maps, the use of DOS and Windows, connection with electronic mail, and parallel operation with other systems such as BITNET. (28 references) (MES)

Discussion of bibliographic instruction (BI) in academic libraries focuses on a search of the literature in nonlibrary journals that was conducted to determine the significance of BI to those outside the library profession, especially faculty. The need for library-faculty cooperation is discussed, and the authorship of BI articles is examined. (23…

Describes a survey that was conducted at the University of Tennessee at Knoxville library to count and categorize the types of questions coming into the reference department from telephone calls. Informational and directional calls are examined, implications for staffing are considered, and queuing theory is applied. (seven references) (LRW)

Reference librarians can offer much assistance for research on autobiographical accounts of the Holocaust, working in concert with faculty. This article reviews the state of Holocaust education in general, an academic reference department's role in student projects, and an overview of the wide variety of autobiographies that exist. (Author/AEF)

Presents ideas and strategies to enhance digital reference services available via the Internet in public libraries. Describes print publications which include Web reference columns; subject guides, both print and online; and the resources of the Internet Public Library and other virtual reference desks. (LRW)

Discusses interface agents and online help systems, focusing on Microsoft's animated office assistants. Highlights include intermediaries such as librarians in off-line reference problems; user complaints about online help systems; navigation problems; evaluation of the online office assistants; and categories of user queries to online help…

Discusses academic library liaison programs and describes the restructuring of a liaison program at the University of North Carolina, Charlotte to help strengthen the relationship between the library and the teaching faculty. Also reports results of a survey of selected departments that assessed the effectiveness of reference librarians as…