The practice of reference and information service (RIS) should be based on an understanding of how users seek information to fill information needs and of what they do with that information once they have found it. RIS professional education, therefore, should provide students with a strong grounding in information behavior. This study explores if…

This article describes practical steps taken in the planning of an integrated information literacy instruction linked to a course assignment for community health majors at Kingsborough Community College of the City University of New York. The library sessions integrated the Association of College and Research Libraries Framework for Information…

Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

This document describes a bibliographic instruction (BI) course on accessing medical resources on the Internet through discussion lists and Gopher that consisted of short sessions taught biweekly each semester at the University of Vermont medical library. The introduction lists the rationale for starting the program; principles for teaching the…

This report describes the planning, implementation, and evaluation of a coordinated staff development program to offer certified, non-degree credit to non-professional librarians from small public libraries. The program plan includes a course consisting of five 3-hour sessions covering the reference interview; interlibrary loan, government…