Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information…

Introduction: In recent years, the introduction of social question and answer services and other Internet tools have expanded the ways in which people have their questions answered. There has been speculation and debate over whether such services and other Internet tools are replacing library virtual reference services. Method: Most previous…

As emerging information technologies have driven demand for new library communication channels, there has been increased interest in the use of mobile tools to promote interaction, expand outreach, market programs, and enhance the library experience. Libraries today are at widely different levels of mobile engagement, a gap poised to grow as…

A technique developed to collect statistics on reference and information services and library-staff time utilization is described. This technique consists of taking continual inventory of actifities and recording them on a specially designed service record card. (5 references) (Author/NH)

The conference was held by the North Country Reference and Research Resources Council as a means of communicating and cooperating with Canadian libraries situated in close proximity to the Northern New York State libraries composing the Council. Topics covered by invited speakers and round table discussions included: (1) cooperative library…

Describes the rise of information brokers, who package, validate, and evaluate data for clients on a cost-effective basis, and who use all forms of technology. It is suggested that librarians should familiarize themselves with these new trends, benefit from them through their use, and seek development of a national information policy. (Author/JD)

Tests the value of establishing a library video reference service via cable television. (MF)

Applies Timothy Gallwey's consciousness-altering techniques for physical activity (from his books on tennis and skiing) to the library reference situation, explaining methods that could help librarians overcome barriers in their activities while relying upon natural information-seeking abilities. (Author/JD)

These proceedings of the Internet Librarian 2001 conference contains 49 papers that cover topics related to the information profession and Internet technologies, including: digital collections online; information architecture; amphibious research skills; identifying, evaluating, and validating cyberguides; development of New California Web Portal;…

The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users…

Newspaper librarians discussed the public use of their newspapers' libraries. Policies run the gamut from well-staffed public information services, within or outside the newspaper library, to no service at all to those outside the staff of the paper. Problems of dealing with tax and law enforcement agencies were covered, as well as cooperative…

Examines the provision of in-person help to users seeking information on online public access catalogs (OPACs). A significant change in the demand for service was identified when there was a change from offering traditional from-the-desk service to point-of-use help at the OPAC terminals. Results suggest that while it is important to continue to…

Extra-library information services are helping libraries find solutions to the problems created by the changes in the information environment, the demand for current information, and the media by which the knowledge is distributed. There are three types of these services: (1) document handling systems, (2) data handling systems, and (3)…

Like the first two editions, this third edition is designed primarily to provide the beginning student of library and information science with an overview both of the concepts and processes behind today's reference services and of the most important sources consulted in answering common types of reference questions. The first 12 chapters deal with…

This manual is designed to facilitate the use of the Iowa Library Information Teletype Exchange (I-LITE) in participating libraries. It briefly describes I-LITE as a system designed to provide for a thorough search of the participating libraries' collections through the use of a public library wheel network and an academic wheel network. It then…