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…

Findings of a survey of the level of reference service requested at service points conducted at Virginia Polytechnic Institute and State University indicate that, while 20.5 percent of 14,026 questions recorded fall in the reference category, only 0.7 percent required research by professional librarians. Models of reference desk service and…

A survey of online search techniques of 50 undergraduate and graduate students at Arizona State University's Hayden Library revealed heavy reliance on simple subject searching. The analysis included search types, use of library personnel and online help screens, exposure to library instruction, and length of time at the terminal for citation…

Describes a study conducted at the University at Albany, State University of New York, to identify reasons for library users failing to locate items in the online catalog. An analysis of interlibrary loan requests for items owned by the library is described, and implications for library instruction and staffing are suggested. (eight references)…