In Japan, only a few public libraries provide e-mail reference services. To help public libraries start e-mail reference services, the authors investigated reference questions received by libraries via e-mail and traditional face-to-face services. The authors found that research questions are more frequently observed among e-mail questions and…

We asked the same 60 questions using DRS (digital reference services) in Japanese public libraries, face-to-face reference services and Q & A (question and answer) sites. It was found that: (1) The correct answer ratio of DRS is higher than that of Q & A sites; (2) DRS takes longer to provide answers as compared to Q & A sites; and (3)…

This paper investigates the customer service and library staff benefits of using Vocera badges (www.vocera.com), a portable wireless technology (WiFi), to facilitate roving reference service. Use of portable voice communication devices allows help to be taken to the people and away from service desks. These communication technologies allow library…

Objective: To assess the effectiveness of an online course for public librarians on helping patrons reduce saturated fat. Design: Pre- and posttest design along with a 6-month follow-up survey. Setting: Online nutrition course. Participants: 100 (8 males, 92 females) completed the course, and 29 completed the follow-up survey. Intervention:…

Each year the State Library sends annual report forms to California's public, academic, special, state agency, and county law libraries. Statistical data from those reports are tabulated in this publication, with directory listings published in the companion volume, "California Library Directory." For this fiscal year, 389 libraries of…

Evaluates the database program SAVVY PC and describes its use in a public library reference department to index a local newspaper. The basic structure of SAVVY and FORTH, the language it's written in, are explained along with how the database is used. Advantages and disadvantages of the system are discussed. (EM)

Discussion of reference question negotiation by librarians focuses on a study at the Orem (Utah) Public Library that was conducted to determine how frequently the reference staff negotiated questions, how frequently negotiated questions received correct answers, and what verbal and nonverbal communication skills led to correct answers. (five…

Purpose: Aims to investigate the impact of the internet on reference services in public libraries in England. Design/methodology/approach: A literature review provides the policy context for UK public library services and highlights developments in digital reference. A questionnaire was administered in 2003 to a sample of the public library…

Soon after AskALibrarian, Florida's Statewide Virtual Reference Desk, began to offer Chat Reference to the public in 2003, a Quality Assurance Workgroup was established to ensure that the service patrons received would be friendly, accurate, and adequate. To make certain that best practices were used in answering the real time questions, two…

The purpose of this paper is to show the growing use of the World Wide Web to answer questions in the public library from the perspective of a librarian at the Parsippany Public Library in Morris County, New Jersey. Discussion includes the following: information on Parsippany and Morris County; a brief history of the World Wide Web; uses of a…

This report includes national and state summary data on public libraries in the 50 states and the District of Columbia, with an introduction, selected findings, and tables. The report is based on data from the Public Libraries Survey for fiscal year 2005, and includes information on service measures such as number of users of electronic resources,…

Describes a study that focused on users' public library reference service experiences that was carried out by graduate students from the School of Library and Information Science at the University of Western Ontario. Topics addressed include body language; reference interviews; listening skills; familiarity with relevant sources; service…

This evaluation of a program started in 1979 to provide information and referral services (I&R) through public libraries to minority groups offers recommendations to improve these services to underserved segments of the California population. Introductory materials provide a summary analysis and a history of the Minority Information Services…

Proposes and investigates feasibility of using three new variables in addition to simple activity counts in measuring reference services: (1) user questioning regardless of where activity occurs; (2) treating individual user and question as unit of analysis; and (3) examination of questioning in context of other library use. (11 references) (EJS)

Examines three publications as guides for evaluating library reference services and the potential of one for the development of children's services. Highlights include public library planning, limitations, output measures for children's materials and information services, and the library role. (AEF)