Describes each of 13 steps in the reference process in terms of its objectives, facts about it, and rules for handling the facts. Rules are then discussed for today's mixed online and printed source environment as well as for an online sources-only environment. (five references) (MES)

Six decision-making steps of the reference process were isolated through development of a model reference query. Instructional modules for each of the steps are described. The program is suitable for library school students or library paraprofessionals. (JAB)

A better understanding of the reference process can result in better reference services. Seven models and flowcharts representing different approaches to reference work are reproduced and discussed. (4 references) (DH)

Question analysis and search strategy development were broken down into nine steps for answering reference questions. These steps were examined for possible mechanization of the answering process. Such automation was not proved feasible. (LS)

This study was conducted to determine how librarians answer reference queries, and to develop instructional materials for teaching the answering process. Twenty-three science and technology reference librarians used and commented on a six-step model of the search strategy process. The model was then revised to include the following steps: (1)…

An instructional module designed to help librarians learn to identify and negotiate reference questions is presented and discussed. The instructional module consists of an essay on performance of negotiation as a decision-making step in the reference process, and exercises for identification of queries that should be negotiated. A videotape which…