Discusses the history of the reference reform movement that began with an article that described what was wrong with reference. Highlights include the use of technology; remote access; tiered service; appointment-based reference service; alternative staffing patterns; and providing adequate resources to enhance reference service. (LRW)

Describes the use of docents at the Denver Public Library and explains how to develop a successful volunteer docent program. Discusses their educational background; duties, including training patrons in computer use; cooperation of and acceptance by the professional staff; administrative support; and improved customer service. (LRW)

This essay on problems associated with library reference service and personnel discusses the pros and cons of four approaches designed to improve staff utilization and quality of performance--hiring additional staff, automation, alternative staffing arrangements, and planning and rearrangement of priorities. Fourteen sources are given. (EJS)

Change Analysis; Discusses after-school homework programs in public libraries that help latchkey children and others who need extra support and encouragement. Considers changes in librarian's attitudes toward homework help; the history and need for community-based after-school programs; scholastic benefits for students; and library staff benefits,…

Describes the oldest and largest combined school-public library system in the United States. According to school principals and librarians who function within it day to day, the system is working, although it has limitations. (LLS)

Presents suggestions for smooth and satisfying transactions between reference librarians and patrons, as well as for better collegial relationships. Highlights include: being prepared to help patrons; staying visible; serving "who's next"; working together and allowing for personal styles; making referrals; and using diplomacy while correcting…

Discussion of library outreach programs to senior citizens highlights the experiences of Driftwood Library (Lincoln City, Oregon) in using multimedia kits by Bi-Folkal that were designed for use in nursing homes, senior care centers, and retirement homes. Library staffing, funding, and planning needs are addressed. (LRW)

Reviews steps taken by the Queens Borough Public Library's (Jamaica, New York) special services program in locating, negotiating, and contracting the services of a trainer for a five-week project aimed at educating library staff on serving patrons with sensory disabilities. Also reviews training methods implemented as well as project challenges…

Presents the results of the Seattle Public Library's survey on its Internet service. Seventy-one percent of users were satisfied with the service, but expressed a need for more staff assistance and instruction. Users also valued using the Internet for educational assistance. A sidebar by Jacobson highlights students' expectations for Internet…

The revival of exhibitions has been occasioned in part by a wave of renovations taking place in libraries across the country. Exhibitions of library materials promote awareness and use of library collections and can serve as a "hook" to stimulate reading. Public response to library exhibition programs in major cities is enthusiastic. (SD)

Describes the rebuilding efforts at the library of California State University at Northridge after the January 1994 earthquake. Discusses electronic resources; patron use of other libraries; rescuing materials that could be salvaged; staff assignments; resuming library service; fundraising; communication with staff; public relations, emotional…