In a comparative field study of ten libraries, we show how technological advances in electronic and digital resources have led to an onslaught of technology questions at the reference desk while prompting new and challenging work away from the desk. Libraries in our sample varied in their approaches to dealing with technological change, with…

Examines the forces for change in reference and information work in the public library--politics and economics, society and the individual, the profession, technology, and the growth of information--and considers the possible future for such service in individual libraries. (CWM)

Investigates the relationships between reference performance (dependent) variables and various quantifiable reference service characteristics (independent variables such as reference collection size). Statistical analysis indicated that reference performance was significantly related to the size of the reference collection, and to other…

Results of this study evaluating library reference service indicate a statistically significant difference at the .05 level between obtrusive and unobtrusive evaluation methods. Library staff answer a greater proportion of questions correctly when they are aware of being evaluated. The 30 questions used, a report form, and references are included.…

Investigated public librarians' interactions with patrons seeking geographic information with a sense-making (timeline) survey. Digital geographic data collection and information systems were utilized less in public libraries, and users had more complex needs than perceived. Explores implications for altering reference interviews and makes…

Three studies examined public library reference services use by patrons in Anglo, Hispanic, and Vietnamese communities in California. Interview questions concerned search topics, use of staff help, perceived usefulness of search result, successful search strategies, reasons for not seeking help, foreknowledge of sources, reasons for using the…