This study documents the number and types of referrals to librarians by a paraprofessional staff member at an academic reference desk. Results indicate that over two semesters, only 7.4% of the reference desk transactions required referral to a librarian. From the results of this and other studies, the authors explore the expanded use of trained…

Introductory materials for these proceedings list acknowledgements and roundtable participants, provide the roundtable agenda, and present both the roundtable goal--to improve the quality of community information services in California public libraries through the development of a plan and program focus for the California State Library--and four…

After undertaking the time and energy consuming task of reference assessment, the library might discover that it needs to tweak delivery of service, weed and update the collection, upgrade workstations, or advance marketing strategies to get patrons to use reference materials and services. Like any other product or service, reference departments…

This guidebook and annotated bibliography is designed to provide a basic listing of sources of state (Maryland), federal, and some general law for the non-law library community, and to offer some insight into the suggested approaches for dealing with legal reference inquiries. Listings of contributors and members of the Task Force on Improving…

Designed for the reference staff at the Golda Meir Library, University of Wisconsin-Milwaukee, this manual functions as a guide to insure a uniform standard of service, to explain the duties and responsibilities of the reference staff, and to provide step-by-step explanations of how a variety of procedures are performed. The purpose of the…

Describes the functions of citizens advice bureaus in Victoria and discusses the results of a study that examined types of problems users presented, other information sources users contacted, and types of assistance sought and preferred by users. The effects of socioeconomic status on these factors is also discussed. (CLB)

The result of interviews with literacy coordinators and library directors of literacy programs in representative libraries throughout Pennsylvania, this document encourages local libraries to develop adult literacy activities as an integral component of basic library service and provides program planners with guidelines and suggestions for…

This case study examines how analyzing inaccurate referrals can provide key insights into managing change. The author analyzes what went wrong in an attempt to identify opportunities for an Access Services department to consider how it might adapt to constant change. She wishes to show how the nature of change today demands that one pay…