Model for evaluation of library reference services examines four elements of reference process: librarians' performance on requests for factual information; knowledge of library policies, procedures, or services; provision of bibliographical instruction; and performance of interviewing techniques. Reference service questionnaire, criteria for…

Small group discussions with Illinois State University freshmen to evaluate the integration of library instruction and technology training in a new gateway course found that students were confused about course purpose, that students received inadequate instruction in e-mail use, and that campus e-mail technology was inadequate to meet demands of…