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Dyson, Lillie Seward – Public Libraries, 1992
Maryland's third unobtrusive reference/information survey, which was conducted by an independent consulting firm, found that good reference service is a result of variables within each librarian's control. Training programs that were developed after previous surveys appear to have increased librarians' effectiveness. Findings of the survey are…
Descriptors: Library Surveys, Professional Training, Public Libraries, Reference Services

Tour, Debra E. – Public Libraries, 1998
Describes how the Orange County (Florida) Library System separated walk-in and phone-in reference services. Discusses telephone reference services, the Quest Line database, staffing and resources, results, and keys to success. Includes the Quest Line work flow chart. (PEN)
Descriptors: Databases, Flow Charts, Library Services, Program Descriptions

Resnik, Robert – Public Libraries, 1997
Public libraries should be the place people go to seek community information, but inconsistent format and quality of delivery has created a void other providers of online information are filling. Examines online community information and discusses the results of an informal survey of 103 public libraries and their community information resources.…
Descriptors: Community Information Services, Information Needs, Online Systems, Public Libraries

Bunge, Charles A. – Public Libraries, 1990
Reports the success rates of reference question answering as perceived by librarians and patrons in 36 public libraries. The discussion covers relationships between question answering success rates and factors such as time and effort spent on questions, reference resources and environment, communication difficulties, and type and source of…
Descriptors: Demography, Evaluation Criteria, Measurement Techniques, Performance Factors

Cummins, Thompson R.; Shipley, John – Public Libraries, 1992
Summarizes some of the applications of automation in the Miami-Dade (Florida) Public Library System. A detailed discussion of the system CD-ROM LAN (Local Area Network) covers hardware and software, cost factors, advantages of networking CD-ROMs, problems, and evaluation. It is concluded that the advantages of a CD-ROM LAN outweigh the…
Descriptors: Library Automation, Library Services, Local Area Networks, Optical Data Disks

Ricks, Thomas; And Others – Public Libraries, 1991
Discussion of reference question negotiation by librarians focuses on a study at the Orem (Utah) Public Library that was conducted to determine how frequently the reference staff negotiated questions, how frequently negotiated questions received correct answers, and what verbal and nonverbal communication skills led to correct answers. (five…
Descriptors: Librarians, Library Services, Nonverbal Communication, Public Libraries

Bishop, Kay; Salveggi, Anthony – Public Libraries, 2001
Reviews relevant literature dealing with reference service to children and summarizes the developmental stages of children that can influence the interactions between librarians and children. Includes data from observations and interviews of five librarians from a children's room in a Florida public library. (Author/LRW)
Descriptors: Child Development, Childrens Libraries, Developmental Stages, Interviews

Foster, Janet – Public Libraries, 1999
Presents ideas and strategies to enhance digital reference services available via the Internet in public libraries. Describes print publications which include Web reference columns; subject guides, both print and online; and the resources of the Internet Public Library and other virtual reference desks. (LRW)
Descriptors: Electronic Libraries, Internet, Library Services, Printed Materials

Altman, Ellen; Brown, Sara – Public Libraries, 1991
Describes a plan developed by the Phoenix Public Library that involved all librarians working in branches in defining what constitutes excellence in professional performance in the areas of collection development, reference and reader's advisory services, and community interaction. Characteristics related to excellence are identified, and…
Descriptors: Branch Libraries, Librarian Attitudes, Librarians, Library Collection Development

Gross, Melissa; Saxton, Matthew L. – Public Libraries, 2001
Discussion of library users who seek information for others focuses on a study of public library adult reference desks that identifies the relationships between agents and imposers that motivate reference desk use and describes agent users in terms of their self-reported education levels and frequency of library and reference desk use. (Author/LRW)
Descriptors: Educational Background, Information Needs, Information Seeking, Library Services

Danley, Elizabeth – Public Libraries, 2003
Examines the following elements of scaffolding, providing insight into the librarian's role as educator: attention, ownership, collaboration, appropriateness, modeling, support, adjustment, and internationalization. A sidebar lists 10 ways to recognize a constructivist children's reference librarian. (AEF)
Descriptors: Childrens Libraries, Constructivism (Learning), Librarians, Library Role

Rice, James – Public Libraries, 1992
Reports results of a survey of Iowa City residents regarding their awareness of public library services. Data are presented on use of the library for factual information, statistical/numerical information, learning, and information not available at home; awareness of in-person and telephone library reference services; and knowledge about…
Descriptors: Field Interviews, Library Services, Opinions, Public Libraries

Geffert, Bryn – Public Libraries, 1993
Description of community online systems focuses on a Freenet in Illinois called P.A.T.H. (Public Access to Heartland). Highlights include patron use; discussion groups and bulletin boards; electronic mail; reference questions; Freenet's place in public libraries; and sample reference questions answered by Freenet information providers. (five…
Descriptors: Case Studies, Community Programs, Computer Networks, Electronic Mail

Davidsson, Robert I. – Public Libraries, 1997
Describes the Government Information Service of Florida's Palm Beach County Library System (PBCLS). Highlights include models for service, the need for specialized government services, costs versus benefits, the Question-Response Service and Government Web site, and keys to success. (AEF)
Descriptors: Costs, County Libraries, Government (Administrative Body), Information Services

Dilevko, Juris; Mason, Moya – Public Libraries, 2000
Examines whether library reference staff are cognizant of newspapers as a potential source of reference information, and explores what happens when library staff members make referrals--often a sign that they do not know the answer to the question themselves. Discusses results of a recent study of public libraries in Canada which revealed that…
Descriptors: Foreign Countries, Information Services, Information Sources, Librarians
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