Describes a multifaceted evaluation of the Brandeis model of reference services, which included how the model was defined, direct observation of librarians, unobtrusive study, and a focus group project to gauge patron response. Results of the study and needed improvements are discussed. A sidebar article describes the Brandeis model. (22…

Discusses written instructional materials created by librarians for end users searching database systems. Highlights include novice user studies; the importance of print instruction in digital information environments; a paradigm shift from system-centered to user-centered focuses in technical writing and user documentation for software; and…

Considers the increase in the variety of electronic reference options in academic libraries based on surveys of ARL (Association of Research Libraries) members. Discusses online catalogs; CD-ROM databases; World Wide Web access; and changes in library instruction, including formal instruction, point-of-use instruction, and Internet instruction.…