Twelve articles describe the impact of library technologies on reference services. Staff training, the academic librarian as teacher and information provider, decision-making models for planning reference services, patron database access options, management of reference services, systemwide electronic access, and the electronic library are among…

Describes the history of consortia and cooperative efforts among libraries and their role in distance learning in higher education. Discusses shared online catalogs; purchases of electronic resources; supporting distance learners' information needs, including virtual reference; staff training; change management; cooperative planning; vendor…

Presents an administrative overview on planning needed to implement information technology-based reference and instructional services in academic libraries. Discusses staffing; troubleshooting; fund raising and budget development; consortia and digital resources; and the need for continuing education. (LRW)

Focuses on advantages and disadvantages of centralizing the administration of a bibliographic instruction program in the academic library reference department, noting objectives in administration of such a program; concerns to be addressed prior to deciding who, within organizational structure, administers program; and administration through…

Includes 89 references to materials relating to accountability and evaluation of library reference services. Highlights include research; statistics; planning; user studies; decision making; school libraries; public libraries; academic libraries; and standards. (LRW)

This study compares attitudes of top level academic library managers with those of middle managers toward the provision of bibliographic instruction. Highlights include hypotheses and research questions; review of literature (doctoral dissertations, journal articles, reports, guidelines); methodology (design, population and sample, data…

Four articles address human factors in libraries, including (1) working with staff and users during library automation; (2) the concepts of diversity and multiculturalism when assessing reference staff and collections; (3) a mentoring program for librarians undergoing tenure review; and (4) patron privacy and the accountability of the reference…

Discusses three major roles of the academic library reference department manager: managing reference personnel, including training, communication, performance evaluation, and conflict resolution; implementing new technologies, including assessment of users' needs; and leadership and planning for future changes, including strategic planning,…

Discusses measurement and evaluation as ways to justify reference work to users and library administration. A trivia contest is cited as a way to achieve public recognition, and measuring use of reference materials rather than the number of reference questions is recommended. User surveys and other measures of reference activity and value are also…

Discussion of recruiting and hiring minorities in academic libraries focuses on steps needed for the retention of these minorities. Highlights include literature search strategies; mentoring systems; networking within and outside the organization; and supervision, including immediate feedback. (Contains 20 references.) (LRW)

Defining and expanding diversity in the workplace may involve reassessment of the dominant workplace culture in libraries, in order to foster better understanding and more effective management, retention, and promotion of librarians of color. Highlights include a selected bibliography and a survey instrument that analyzes the dominant culture of a…

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also…

Discussion of multicultural workforces focuses on the need for reference librarians to increase their supervisory communication skills to effectively manage their departments. Topics addressed include cross-cultural communication; values of other cultures; listening skills; and speaking skills. (Contains seven references.) (LRW)