Information behavior is an important area of conceptual knowledge for reference service providers, as it provides structure for understanding users' information seeking and use. This study explores the extent to which information behavior theories, models, and concepts have been integrated into professional education for reference and information…

This article reports on the third phase of a project studying the integration of information behavior theories and concepts into professional education for reference and information service (RIS). It also provides a synthesis of the results of all studies in the project, including a syllabus study, an interview study, and the survey. Results of…

Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information…

Introduction: In recent years, the introduction of social question and answer services and other Internet tools have expanded the ways in which people have their questions answered. There has been speculation and debate over whether such services and other Internet tools are replacing library virtual reference services. Method: Most previous…

Introduction: The paper attempts to understand value constellations in organising and using the business information service that was recently developed by various stakeholders with libraries who were in pursuit of supporting people's problem solving in Japanese public libraries. Method: In-depth interviews were conducted not only with users and…

Reports the results of a survey of a free university-run electronic bulletin board. Provides data on gender, age, computer experience, frequency of use, reasons for use, and type of use for 122 users who responded to either an online or mailed survey. (JDH)

The Inglewood, California Public Library provides a paraprofessional information service to assist its patrons in their initial encounters with the library. Persons staffing the information desk are specially trained to answer the telephone, orient patrons to the library, screen information requests, and provide ready reference service. These…

Describes a Delphi study conducted to determine factors that affect the process of routing and assigning reference questions received electronically by digital reference services, both to experts within the service and between services. Fifteen factors were determined, by expert consensus, to be important at the conclusion of this study.…

This study explored the relationship between expanded information and referral (I&R) services and traditional reference services in public libraries in North Carolina. Results show librarians feel I&R services should be limited to those closely related to traditional reference services. Other I&R services typically provided by social…

To assess the information needs of Florida State government agencies and the information services provided by the State Library of Florida, questionnaires were used to establish a profile of the state's information flow. Site visits and three seminars of state agency employees attempted to identify specific information needs. A comprehensive plan…

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)

Presents the scope and developmental guidelines for reference and information services in libraries and information centers that have been adopted by the Reference and Adult Services Division of the American Library Association. Services, resources, environment, personnel, evaluation, and ethics of service are the areas covered. Included is a…

The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users…

Investigates the effect of the Internet in references services in Malaysian academic libraries, and examines library professionals' perceptions of the importance of the Internet in reference work. Respondents felt the Internet has contributed positively to reference work and has enhanced their effectiveness and efficiency; however, a majority…

Discusses the history and emergence of non-library commercial and non-commercial information services on the World Wide Web, often referred to as expert services. Describes the methodology used for a study of expert services and considers implications for further research and the development of digital reference services by libraries. (Author/LRW)