Reference services in public libraries are changing dramatically. The Internet, online databases, and shrinking budgets are all making it necessary for non-traditional reference staff to become familiar with online reference tools. Recognizing the need for cross-training, Chesapeake Public Library (CPL) developed a program called the Database…

The inclusion or not of chat services within Virtual Reference (VR) is an important topic for university libraries. Increasingly, email supported by a Frequently Asked Questions (FAQ) database is suggested in the scholarly literature as the preferred, cost-effective means for providing university VR services. This paper examines these issues and…

Ask Here PA is Pennsylvania's new statewide live chat reference and information service. This article discusses the key strategies utilized by Ask Here PA administrators to recruit participating libraries to contribute staff time to the service, the importance of centralized staff training, the main aspects of staff training, and activating the…

Examines the issue of OCLC benefits for special libraries in terms of find rates and suggests that special libraries consider OCLC participation when find rates are low. (FM)

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…

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…

Summarizes results of a project which analyzed data for decisions concerning linking; i.e., whether and how to link utilities in order to pool bibliographic resources. Benefits and problems of links for cataloging, interlibrary loan, and online reference are discussed. A cost-revenue model which analyzes alternatives for linking is presented. (SW)

Briefly describes the functions of the national library network in Bangladesh. (FM)

Comments based on actual reference use of Research Libraries Information Network (RLIN II)--formerly BALLOTS--in a library environment focus on RLIN files, interlibrary loan, search keys, and subject searches. This article updates a description of BALLOTS as it was developed by Stanford University to support cataloging and acquisitions (Online,…

Describes a contract between the reference service of a library system in Illinois and a commercial supplier of information in Berkeley, California, to provide the answers to 200 reference questions for a flat rate of $6000. The contract, considered the first of its kind, successfully relieved a current reference overload. (RAA)

Details the current organization and functions of the various components of the British Library, with the exception of central administration. Included are the library board, reference division, lending division, bibliographic services division, and research and development department. (FM)

Discusses planning concerns related to governance of a nationwide bibliographic network, such as the Bibliographic Service Development Program sponsored by the Council on Library Resources. Other issues covered are the roles of governance, creation of standards, records exchange, authority control, and identification of potential users. (SW)

Considers the problem of predicting monthly demands for library network services, especially the use of forecasts as inputs to policy analysis models and as aids to budgeting and staffing decisions. Several forecasting methods are discussed. (FM)

This comparison of online searching cost figures from several of North Suburban Library System's public libraries notes search costs for 1984, average costs for public library computer searches, cost discrepancies, barriers to integration of online searching as a reference tool, searching data, and philosophical decisions. (EJS)

Profile of a regional and subject oriented library networking experience in New Jersey focuses on the function of the Art Department of the Newark Public Library. Resource and reference services, categories of reference questions, interlibrary loans, photocopy service, and additional services are highlighted. Six sources are given. (EJS)