Presents an organizational model for providing digital reference services to all users who access the library remotely that was developed for distance learners at the University of Minnesota-Twin Cities library. Describes the planning and implementation process, and discusses organizational change issues and the value of digital reference services…

Discusses the process that University of the Pacific Library developed to assess the impact of classroom and online bibliographic instruction on first-year students' information skills and self-confidence. Describes the planning process, selection of different types of assessment devices, and the results of their implementation. (LRW)