Discussion of digital reference services and the use of real-time versus asynchronous services such as email focuses on data from the AskERIC digital reference service to demonstrate that asynchronous services are not only useful but may have greater utility than real-time systems. (Author/LRW)

Discusses comments made in a previous column relating to reference librarians and online reference services. Topics include the inaccuracy of traditional reference services; the alleged decline in library reference activity; misunderstanding reference librarians; and perceiving Ask Jeeves as a useful alternative model to reference services. (LRW)

Describes an analysis of the search engine logs of Southern Illinois University, Carbondale's library to determine how patrons used the site search. Discusses results that showed patrons did not understand the function of the search and explains improvements that were made in the Web site and in online reference services. (Author/LRW)

Examines the design characteristics of ready-reference and email reference pages on the Web sites of 110 academic libraries in the Association of Research Libraries (ARL). Characteristics examined included the wording of page titles and links, organization schemes, timeliness, and additional means of communication available between patron and…

Examines the reference interview in the digital library environment. Compares and contrasts traditional face-to-face reference interviews with electronic interviews; and presents suggestions for effective electronic interviewing, including the importance of good written communication skills. (Author/LRW)

Discusses the current state of academic reference services from a library administrator's point of view. Highlights include statistics that show a lack of quality reference service that meets users' needs; a decline in the demand for reference services; the role of technology; and changing attitudes about education, including increasing…

Explains statistical significance so reference librarians can better understand users' information needs who ask statistics-related reference questions. Highlights include the t-test; bell curve, or Central Limit Theorem; reference interview theory; and analysis of variance. (LRW)

Illustrates how server usage statistics, email reference queries, and usability heuristics can be applied to create a more user-centered ready reference Web site, one that balances design, content, and functionality. Describes how the University of Washington redesigned their reference tools Web page to better meet user needs. (Author/LRW)

Identifies a working set of standards by which to assess individual digital reference services (Internet-based human-mediated information services) and to define membership within a collaborative network of digital reference services. The standards are designed for the Virtual Reference Desk AskA Consortium. (Author/LRW)

This article addresses issues that relate to the changing functional relationship between the reference librarian and the user, based on the observation that the advance of information technology, particularly the Internet, has altered the values, attitudes, and beliefs of library users, and, as a consequence, their micro-culture. (Author/LRW)

Discusses results of a study that produced a preliminary sense of reference librarians' experiences in adapting reference practice to the digital environment, and described their own views about digital reference. Considers reference interviews, digital reference service quality and standards, and types of questions best suited to digital…

Explores the possibility of using Web contact center software to offer reference assistance to remote users. Discusses a project by the Metropolitan Cooperative Library System/Santiago Library System consortium to test contact center software and to develop a virtual reference network. (Author/LRW)

Describes the process of initiating an e-mail reference service in 1995 at the Ohio State University Health Sciences Library and the growth of the service through 2000. Includes data on types of patrons who use the service; types of questions and answers; and how results have led to re-evaluating all reference services. (LRW)

Presents case studies on information ecology. Includes a chapter on librarians as "keystone species" in that they are very critical to the functioning of the ecology. Discusses the massive amounts of information available on the Internet and the role of librarians. Cites the need for Librarians to be more proactive in their local…

Describes a study that examined the effects of life satisfaction and job satisfaction on reference librarians in public libraries. Results showed a moderate positive relationship between life satisfaction and job satisfaction, and practical implications for library directors, educators in the field of library and information science, and…