Discusses a secondary analysis of a user survey from 13 public libraries to isolate factors that contribute to high levels of performance by reference librarians and to identify reliable indicators that can be used to measure and evaluate reference services. Examined user ratings of reference services by transaction type, either self-generated or…

Discusses the usefulness of the World Wide Web to answer reference questions as compared to print sources, based on a study of 104 reference questions. Topics include timeliness of the information, search engines, bookmarks, current versus noncurrent information needs, and time spent on searching. (LRW)

One of the two major ways of interpreting LibQUAL+[TM] data involves placing perceived service quality ratings within "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. This study compared zones of tolerance on the 25 LibQUAL+[TM] items across undergraduate, graduate student and…

Discussion of the information services offered by American university libraries begins with historical background. Topics related to contemporary reference service are then covered, including goals and priorities; fees; management; measurement; unobtrusive testing; reference personnel; and the online revolution. The future impacts of changing…

A survey of teachers of the basic reference course at American Library Association-accredited library schools examined: (1) course titles; (2) topics covered; (3) revision and updating of content; (4) faculty characteristics; and (5) faculty research and publishing. Tables present data on course topics and faculty experience. (MES)

A survey of 83 academic public service librarians to ascertain the extent to which they were aware of, involved in, or affected by retrospective conversion projects found that the role of public service librarians in such projects is limited. A need for improved communication between public and technical services librarians is indicated. (13…

Using the experiences at the Vanderbilt University libraries as illustrations, this article addresses several concerns faced by libraries as they implement CD-ROM technology: (1) funding issues; (2) using multiple discs; (3) networking; (4) staff training; (5) end user training; (6) CD-ROM, print, and online differences; and (7) product…

Discussion of development and management of a CD-ROM workstation for library reference services covers: (1) IBM compatibles; (2) computer storage capacity; (3) compact disk drives and printers; (4) file management; (5) protecting the integrity of a hard disk; and (6) backing up software. (three references) (MES)

Describes an experiment that examined the effect of nonverbal communication conveyed by touch, forward lean, and smile combined with the effect of gender on patrons perceptions of the library, librarians, and themselves. Possible reasons for the lack of correlation among these factors are discussed and the questionnaire used is appended. (35…

Argues that reference librarians serve as consultants at the point of interaction as they educate patrons in the use of the online catalog and demonstrate their role in finding and providing information. Specific areas of consultation are discussed as is the relationship of formal instruction to point of use instruction. (10 references) (MES)

Summarizes the results of 11 selected studies of the accuracy of reference services and identifies six modes of failure of reference services. Methods of detecting and reducing failure in each of these modes are then discussed. (17 references) (MES)

Describes the World Wide Web "work page" of the Saginaw Valley State University Library (Michigan). Discusses the work page's goals: provide reference librarians with quick Internet access, reflect particular Internet uses, and contain the most-often-used search tools and resources all on one screen. Examines advantages of the work…

Suggests that librarians are uniquely qualified to review information sources on the Internet. A structure comparable to traditional reference reviewing is needed to replace trivial and ambiguous rating systems. Discusses the Infofilter Project, run by reference librarians and designed to apply some measure of bibliographic control to the World…

Guides librarians on how to assist users studying environmental public policy, and discusses sources under three main headings: environmental interest groups, business and labor, and government. Also examines social science indexes relevant to environmental public policy. A list of sources is appended. (Author/LRW)

Explores aspects of accuracy (in the context of question answering) in reference services. Some factors that might influence accuracy include: education, attitude, reference setting, reference collection, the nature of requests, and the patron. (57 references) (Author/AEF)