Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information…

As emerging information technologies have driven demand for new library communication channels, there has been increased interest in the use of mobile tools to promote interaction, expand outreach, market programs, and enhance the library experience. Libraries today are at widely different levels of mobile engagement, a gap poised to grow as…

These proceedings of the Internet Librarian 2001 conference contains 49 papers that cover topics related to the information profession and Internet technologies, including: digital collections online; information architecture; amphibious research skills; identifying, evaluating, and validating cyberguides; development of New California Web Portal;…

As question answering services in the commercial sector proliferate, libraries are innovating with new forms of electronic reference (e-reference). The Library of Congress' Collaborative Digital Reference Service (CDRS) extends worldwide. Discussion includes reference service developments; "reclaiming" users; growth of library interest…

In an electronic era, the evaluation of reference and related information services should still be based on the same principles used to evaluate traditional face-to-face reference services and printed reference tools. Traditional research methods can be utilized very effectively in an electronic environment. However, electronic technologies offer…

This article derives from a review of key challenges confronted by libraries that are actively investing in online collections and services. Conducted in the first instance to help refine programmatic goals of the Digital Library Federation (DLF), it took account of digital library developments, successes, needs, and challenges perceived by…

This book has three purposes: to provide a perspective for looking at how traditional reference service "fits" in with new trends and issues; to document the myriad ways in which day-to-day library services are being transformed by changes in technology, culture, and staffing; and to offer guidance and advice for evolving reference services to…

Presents case studies on information ecology. Includes a chapter on librarians as "keystone species" in that they are very critical to the functioning of the ecology. Discusses the massive amounts of information available on the Internet and the role of librarians. Cites the need for Librarians to be more proactive in their local…

An information services organization based on individual constituent groups, instead of defined physical collections and technologies, encourages a broader, more effective, and innovative use of varying information and technology services for academic libraries. Such a model also provides more focused and clearly defined positions and procedures…

This pamphlet focuses on developments in the Library of Michigan during the year 2000. The year 2000 marks the Library of Michigan's 140th consecutive year serving the citizens of Michigan as a federal depository library. A profile of the new State Librarian of Michigan, Christie Pearson Brandau, is given, including her goals as State Librarian,…

Presents a summary review of 25 years of the literature on user instruction and information literacy. Notes how developments and technology during the last 10 years have affected user instruction and have led to the emergence of information literacy. Demonstrates how the field of user instruction has expanded. Includes bibliographies. (Author/AEF)

The Perseus Digital Library (PDL), under continuous development since 1987, is one of the primary digital resources for the humanities. A summary of the PDL genesis and current status is given and the multifaceted and longitudinal evaluation effort is described. A brief synthesis of results is provided and reflections on the evaluation along with…

Outlines a study to develop methods to assess the quality of digital reference services, test and refine measures and quality standards to describe digital reference services, and to produce a guidebook that describes how to collect and report data for these measures and standards. (Author/AEF)

Reflects on issues raised at the Library of Congress Institute on "Reference Service in a Digital Age." Discusses technology-oriented changes at the Library of Congress; the changing reference service model; collaborative partnerships; staff training; and the role of the reference librarian in the digital environment. (AEF)

Suggests that current conditions are nearly ideal for the effective meta-assessment of online reference services (ORS), in part because expected patterns and modes of service have not yet been established for emerging and evolving online environments, and in part because the distance between theory and practice regarding reference service in…