Twenty-three scholarly papers and twelve abstracts comprise the content of the eleventh annual Brick and Click Libraries Symposium, held at Northwest Missouri State University in Maryville, Missouri. The peer-reviewed proceedings, authored by academic librarians and presented at the symposium, portray the contemporary and future face of…

This book is a practical guide to librarians and their administrators who are thinking about or in the early stages of providing virtual reference service. Part 1, "The Decision to Go Virtual," provides a context for thinking about virtual reference, including the benefits and problems, getting in the virtual frame of mind, and shopping…

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…

The goals of this SPEC Kit were to report on the extent to which ARL (Association of Research Libraries) libraries provide electronic reference services and to offer a snapshot of the types of users reached, questions received, policies established, data-gathering techniques utilized, and innovations implemented. The first section of the kit…

Discusses the Wright State University (Ohio) Library policy directive on customer service, and suggests this document as a model to follow in setting up service standards or guidelines for depository-library services. Draft-depository library public-service guidelines for government information in electronic format are appended. (JAK)