In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun in earnest and is in progress. Preliminary results…

The literature, activities, and resource needs of engineering students and faculty provide insight into a demographic that is often among the early-adopters of new technologies, tools, and methods of sharing information. Despite the often non-bibliographic nature of their research efforts, there are numerous elements of the traditional service…

Health professionals frequently do not possess the necessary information-seeking abilities to conduct an effective search in databases and Internet sources. Reference librarians may teach health professionals these information and technology skills through the Big6 information literacy model (Big6). This article aims to address this issue. It also…

Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One…

This paper examines the evolution and findings of an on-going longitudinal study that is assessing the satisfaction of distance education students with library reference services through the use of a transaction-level survey. The survey's purpose is two-fold: first, it is used to garner valuable input from these students; and second, it also…

In Nebraska, pursuant to Nebraska statutes 79-1014, districts must submit a Limited English Proficiency (LEP) Plan by mid October of each year as specified by statute. The LEP plan is meant to specifically address the needs of Limited English Proficient (LEP) students and will be used in calculation of state funding for the following fiscal school…

The topic of virtual reference has been a popular one in the past year, and this column highlights a range of those articles. Included are overviews of the topic, articles addressing specific technological solutions and concerns, and pieces that explore the intricacies of delivering and assessing a "traditional" service through a…

An evaluation of the reference referral program at the University of California Library at Santa Barbara was conducted by a committee of the Librarians Association of the University (LAVC). This committee designed a referral form, a plan for its use, and a methodology for evaluating the program. Conclusions are complex and raise more questions…

The University of Texas at Arlington's Library began using an online chat reference in 2002. The service, called Collaborative Digital Reference Service, later became "Ask a Librarian." Slightly over one year later, the library joined the University of Texas System's "Ask a Librarian" service. Both services are powered by…

Describes the "Excellence in Academic Libraries" award in the university division from the Association of College and Research Libraries (ACRL). Discusses the history of the award; results of the award; winning libraries as examples of excellence; cash award; and campus impact. (AEF)

The University of South Alabama's Baugh Biomedical Library recently initiated a chat reference service targeted at distance education students in the biomedical sciences. After one year of service, the library conducted an evaluation of the chat reference to assess the success of this mode of reference service. Both traditional reference and…

Describes an evaluation of Iowa's statewide teletype reference service operated primarily by library school students. (PF)

An information desk was added to the public services area of the Ward Edwards Library at Central Missouri State University as a pilot project. The project started at the beginning of the fall semester of 1988, and statistics were kept during the trial period to determine whether this added access point enhanced reference service. The desk was…

This study was conducted in order to ascertain the need for an information desk in a large research library with decentralized reference service where, on the basis of a preponderance of evidence in the available literature, a considerable demand for such a service would be expected. The desk was located in the center of the library's entrance…

In attempt to answer the question of how to measure or evaluate the quality of reference service to youth, this essay examines the literature; defines the terms (reference services and tools, parental concern, library instruction); discusses move toward quality evaluation; and provides options and approaches to such measurement. (EJS)