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…

This article explores the geography of virtual questioning by using geographic information systems to study activity within the Florida Electronic Library "Ask a Librarian" collaborative chat service. Researchers mapped participating libraries throughout the state of Florida that served as virtual "entry portals" for users as…

Erving Goffman's theoretical framework and concept of face-work has the potential to greatly increase the understanding of interpersonal dynamics in computer-mediated communication realms. This research used an ethnography of communication approach and the concept of face-work to analyze the transcript of an interaction between a librarian and a…

Ranganathan believed that effective reference service depended on the intuitive "flair" of the librarian and on the use of an analyticosynthetic classification scheme. (Author)

Search theory is applied to scanning library shelves or catalogs for items of immediate utility. (Author/AB)

A brief review of measurements of reference/information service in libraries leads to the observation that few measures have dealt with the service product from the user's point of view. (9 references) (Author/NH)

Reviews the history of bibliography and the effects of online bibliographic services on bibliographic practices. Several of these practices examined (1) delimitation by date span; (2) regional and national delimitation; (3) selectivity; (4) internal organization; (5) citation practices; and (6) annotation styles. (35 references) (MES)

This article identifies competing schools of thought about the teaching of reference work by examining the relationship among nine reference textbook authors and by exploring the educational influences of five pioneers in the field of library science. The use of textbooks to examine the understanding of a field is discussed. (93 references) (LRW)

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)

This meta-analysis of research on reference service evaluation discusses how often the same variables are examined, to what extent the observed correlations agreed or differed, and whether the results of multiple studies (59 studies listed) can be combined to obtain a more accurate estimate of the strength of association for a variable with…

Describes a Delphi study conducted to determine factors that affect the process of routing and assigning reference questions received electronically by digital reference services, both to experts within the service and between services. Fifteen factors were determined, by expert consensus, to be important at the conclusion of this study.…

Demonstrates the application of a marketing technique, conjoint analysis, to the measurement of users' preferences for service patterns in an academic library. Eight references are cited. (FM)

Librarians and library users were interviewed about their perceptions of actual reference encounters in academic libraries. Results demonstrate that a communication-centered approach to reference encounters provides rich insights into the interpersonal dynamics between librarians and users. An appendix presents some interview responses. (JMV)

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…

This study, which focused on the extent to which Lake Forest College (Illinois) students were aware of library reference services, used interviews and a revised version of a survey used elsewhere. Findings showed student awareness to be relatively high, and that the methodology would work well in other undergraduate settings. (Author/EM)