Discusses the evaluation of academic library reference librarians' effectiveness in providing services to patrons using electronic sources based on experiences at the University of North Carolina at Charlotte. Topics include core technical competencies for subject specialists and reference desk service; the Internet; and methods of evaluation.…

Examines issues of knowledge management within academic libraries and how reference librarians can become more effective as information intermediaries. Describes the common knowledge database (CKDB) developed at Rutgers University's New Brunswick campus to more fully integrate libraries on campus and to facilitate the use and management of…

Describes Usenet, an Internet service that provides access to computerized discussion groups, and examines how it can be used as a reference tool. Topics include subject groups, appropriate questions, exhausting local resources before posting, explaining Usenet to patrons, sending the question, and evaluating the answer. (AEF)

Discusses the Center for Electronic Records of the National Archives and Records Administration. Highlights include reference services and access; the Title List database (general access); descriptions and documentation (intermediate access); and copies of electronic records. (AEF)

Examines the implications of applying the queuing theory to three different reference situations: (1) random patron arrivals; (2) random durations of transactions; and (3) use of two librarians. Tables and figures represent results from spreadsheet calculations of queues for each reference situation. (JMV)

Research at a library at Utica College (New York) revealed that "roving" reference librarians provided more sophisticated and thorough service than "stationary" ones, improving student search strategies and prompting twice as much work with electronic resources as conventional service. Roving also boosted librarian-client…

Discusses telephone reference services in libraries. Topics include characteristics of quality phone reference; policies and guidelines for quality service; a survey of pertinent literature evaluating telephone reference; training; and technology for telephone reference, including cellular and cordless phones, electronic resources, and automated…

Explains how reference, acquisitions, and serials staff at the University of New Mexico library collaborated to develop systematic procedures to improve the management of problematic serials and monographs in the reference department. Serials reference work is discussed and use of the INNOPAC integrated system is described. (Author/LRW)

Summarizes Carol Kuhlthau's research on the information search process. Discusses how Kuhlthau's model of students' information search process (ISP) has been integrated into a course at Arizona State University and is being used experimentally as a training tool in the library's reference services. Selected student responses to research process…

Explains why student-athletes on college and university campuses are chosen as a special group for library instruction outreach programs. Gives a brief history of library instruction to athletes' programs at the University of Wisconsin-Madison, emphasizing the collaboration between the academic advisors of the athletes and the instruction…

Describes a Total Quality Management training plan implemented at Wayne State University (WSU) that allowed the university's reference librarians to construct a cost-effective rotational cross-training program. This program was designed to improve reference referral service among WSU's five libraries. Participants concluded that the program was…

Proposes a framework for academic libraries to use for the reevaluation of reference and bibliographic instruction services that focuses on student attitudes and the World Wide Web. Discusses the postmodern condition that is characterized by consumerism, superficiality, and knowledge fragmentation, and considers how academic librarians can…

Presents a summary review of 25 years of the literature on user instruction and information literacy. Notes how developments and technology during the last 10 years have affected user instruction and have led to the emergence of information literacy. Demonstrates how the field of user instruction has expanded. Includes bibliographies. (Author/AEF)

Discusses reference service to international students, potential miscommunications, and problems with the three kinds of questions in the reference interview. Notes the attributes of the neutral question and describes how librarians can maximize its effectiveness by making a "statement of intent" that provides a comfortable framework for…

Presents a structured, integrated continuing education program for university science and engineering reference librarians. Program components, including departmental tours, reference collection tutoring sessions, extensive subject-specific projects, and subject-related, hands-on exercises, are described. Program evaluation results are presented,…