Public library users made judgments about the competence of reference librarians whom they observed in videotaped interviews. Two social factors were varied in the interviews: the gender of the librarian, patron, and observers; and the communication behavior exhibited by the reference librarian toward the patron. Nineteen references are cited.…

Discusses data gathered from study assessing library users' behavior and perceptions of reference transaction. Characteristics of reference clientele (address, age, education), questions asked, answers given (type, source, length of time spent), relationships between variables, and cost of reference service are highlighted. Instructions and forms…

Discusses issues relating to the reliability, validity, utility, and information value of unobtrusive testing of library reference services; provides suggestions for practical applications of these criteria; applies study findings to library decision making and planning; and identifies topics for further methodological refinement. (Author/CLB)

Discusses the accuracy of reference service in libraries as measured by evaluating answers that reference librarians give to factual questions. More than 30 reference accuracy studies are analyzed, variables explored in each study are examined, further research needs are described, and suggestions for improving service quality for reference…

This research review analyzes output measures that assess the effectiveness of a library's reference services: reference questions, reference staff performance, reference users, combined output measures, and combined input/output measures. The need for research, a definition of reference effectiveness, and input measures are noted. Seventy-three…

Describes study conducted at Chicago Public Library's Computer-Assisted Reference Center (CARC) that examined patron's evaluations of their online searches and the search service provided. The relationship between user satisfaction and relevance, precision, and recall is highlighted, and suggestions for future research are offered. (40 references)…

Survey of 547 public library reference librarians compared to a similar study of teachers indicates that: 35% of librarians experienced burnout; burnout was high where role ambiguity and role conflict were present; role variable use in predicting burnout was statistically significant; comparison with teachers showed similarities and differences.…

Describes an experiment that examined the effect of nonverbal communication conveyed by touch, forward lean, and smile combined with the effect of gender on patrons perceptions of the library, librarians, and themselves. Possible reasons for the lack of correlation among these factors are discussed and the questionnaire used is appended. (35…

Reviews the use of artificial intelligence research techniques to create tools that can assist with ongoing library functions and with information skills both within and outside of the library setting. Major areas discussed include cataloging, indexing, database searching, reference services, knowledge acquisition and representation, user…

Reviews the research and commentary on individuals' questions and specific reference queries that characterize two general approaches in librarianship and other disciplines: question itself as phenomenon of questioner's behavior, linguistic performance, or cognitive state; interaction between question and answer focusing on appropriateness of…