Addresses some problems associated with technological change and examines the nature of data and technology, organizations, and computer-mediated work. Concepts of sociotechnical systems design are related to library automation, and a set of strategies for facilitating technological change is proposed. (29 references) (Author/CLB)

Outlines an explicit research agenda to address the development of expert systems for reference services. The discussion specifically addresses system testing, describes what has been done, evaluates existing systems, identifies work in progress, and raises seven critical questions in this area. (58 references) (Author/CLB)