If librarians from all areas of reference and information service understood their own roles better, then they might feel more capable of fruitful interchange transcending common institutional boundaries. (Author)

Focuses on the methods used by three academic libraries in addressing the question of whether or not to charge users for online searches. (FM)

Categorizes and compares sample of public and academic library reference questions. (KP)

Shares some of the experiences of the University of Florida Libraries' Census Access Program, which has provided print and machine-readable census products to users since 1971. Article anticipates the demand for the new data products of the 1980 census. (Author/JD)

Discusses the evaluation of library instruction through observations of student and faculty at the reference desk of university libraries. Bad effects (guilt, overconfidence, indignation) and good effects (patience, adventurousness, trust) of library instruction are noted, and characteristics of more successful academic library instruction are…

Discusses the significance of the reference interview and the need for better communication between Black students and White librarians. Sensitivity and understanding of Black behaviors are recommended as ways of building trust between librarians and students. (52 references) (MES)

Reviews theory and research findings concerning service organizations, develops a model of the library reference process, and summarizes the results of a partial test of the model in five academic libraries in northern California. The roles of clients and service providers are explored, and variables that influence service outcomes are discussed.…

Argues that reference librarians serve as consultants at the point of interaction as they educate patrons in the use of the online catalog and demonstrate their role in finding and providing information. Specific areas of consultation are discussed as is the relationship of formal instruction to point of use instruction. (10 references) (MES)

Summarizes the results of 11 selected studies of the accuracy of reference services and identifies six modes of failure of reference services. Methods of detecting and reducing failure in each of these modes are then discussed. (17 references) (MES)

Discussion of occupational mistakes focuses on a study of mistakes in reference performance of librarians, paraprofessionals, and student assistants at an academic library. Topics discussed include technical and judgment errors, redefining the reference process, normative errors, instructional goals of the reference staff, and suggestions for…

Describes a study that examined the use of electronic mail reference service in three library units at the State University of New York at Buffalo. Highlights include patron demographics, question classification, and use patterns; and recommendations for further research. (Author/LRW)

Assessed library instruction initiatives with respect to OPACs by surveying 414 academic, public, school, and special libraries. Most participants' libraries have modified library OPAC software; librarians continue to teach use of the online catalog; few systems have built-in tutorials; and few have computer-assisted instruction. (Author/JKP)

Investigates nature of academic library individualized term paper assistance programs that blend elements of reference and user education, and analyzes complex factors causing service to be mutually beneficial to both students and librarians. The term paper assistance program at the University of Michigan is profiled. Forms used are appended. (9…

Describes 3.5 years' experience using BRS/After Dark and Dialog's Knowledge Index as the main systems of choice in the mediated search service of a department library on a large academic campus. Factors discussed include average use, costs, databases offered, system capabilities, comparisons of the two systems, and limitations of the systems. (13…

Presents a model that can accommodate staff preferences when determining a reference desk schedule using a microcomputer, the Lotus 1-2-3 spreadsheet software, and the linear programing software LP83. (eight references) (MES)