We are building conventional library space without making the paradigm shift our digital environment requires. The chief obstacles to change lie in our conception of readers as information consumers, in our allegiance to library operations as the drivers of library design, and in the choice made between foundational and non-foundational views of…

Discusses limitations and possibilities of the service quality model, originally developed in a commercial environment, for academic libraries. Examines ways in which the model can be adapted to library reference services, access services, document delivery, and collection development. (62 references) (Author/AEF)

This paper describes the New Mexico State University (NMSU) Library's strategic plan to develop its services amid an atmosphere of change. A summary of the following components of the strategic plan is given: vision; mission; values; and goals. The revised organizational functions are then illustrated, as well as the role of the selector-liaison…

This paper describes the experiences of a recent change process that focused on the delivery of reference services at the University of Western Australia (UWA). UWA reference librarians felt that they could not fulfill all of their duties while working from the reference desk for a significant period of time each day; they wanted time away from…

Describes issues raised during a major reorganization and consolidation of reference services at Oregon State University. Attitudes of reference librarians and library administrators are reported, steps involved in the reorganization are outlined, and reactions from faculty are discussed with emphasis on the need for cooperation between librarians…

In 1996, the Council on Library and Information Resources (CLIR) supported a project at Rutgers University that applied new economic theories to measuring how well research libraries fulfill their service roles. This summary draws on the original proposal and the final report from the project's directors. The evaluation of library performance is…

Advancing library services in large universities requires creative approaches for "building to scale." This is the case for CIC, Committee on Institutional Cooperation (Big Ten), libraries whose home institutions serve thousands of students, faculty, staff, and others. Developing virtual Web-based services is an increasingly viable…

Reviews the literature on academic library reference service, and examines changes in the traditional reference desk model. Based on the review from the perspectives of managers, librarians, and users, new research directions are proposed in which users' information-search processes and librarians' intervention in reference service are integrated.…

Graduate programs must examine the curriculum for reference and information access professionals. Greater access to information sources by users has highlighted the need for reference and information professionals to develop new skills including more technological knowledge, a better understanding of user information-seeking, new instructional…

In July 1996, the Library Director of Cornell University's Mann Library formed a working committee to explore the technology solutions to providing a library presence with remote users. The committee began its explorations by brainstorming possible services that would utilize technology to bring the library closer to the remote user. After…

Traditional reference service at the Creighton University Health Sciences Library/Learning Resources Center has been transformed into a vibrant, information dissemination system. Maintaining routine reference skills and developing new ones is standard practice. The furious pace of demand for information, and the growing "technicalness"…

Suggests guidelines to help libraries formalize their electronic reference services. Covers the following issues: administration/management (library division/department, library administration, campus administration, academic departments); services; primary clientele; personnel; infrastructure/facilities; finances; and evaluation. (AEF)

During 1993-94 the University Libraries of the University of Tennessee, Knoxville, began formal needs assessment to collect data that reflect the information needs of university students, faculty, and staff. The program was implemented by a Needs Assessment Coordinating Group, an assessment consultant, and staff members. Data from the…

Discusses the development of electronic libraries at Cornell University's (New York) Mann Library and elsewhere and presents an overview of changes in services and staff responsibilities needed to address user needs. Sidebar articles discuss Internet access to government information; changing staff roles; geographic information systems; the Mann…

This paper argues that the first order of the day in reference collection development is to cope with the problems that developing user-responsive, client-centered reference collections always incur. It is suggested that the responsiveness of reference collections can be measured largely by the currency of the materials in the collection and by…