Compares a digital reference service that uses instant messaging with traditional, face-to-face reference based on experiences at the Southern Illinois University library. Addresses differences in reference questions asked, changes in the reference transaction, student expectations, bibliographic instruction, and librarian attitudes and procedures…

CD-ROM indexes have made students independent library users, but librarians feel that students are not using the technology effectively or critically. Discusses the effect of information technology on library instruction and on librarians' roles. Suggests that library services focus on accessing information instead of controlling it--by creating…