Seekers of information in libraries either go through a librarian intermediary or they help themselves. When they go through librarians they must develop their questions through four levels of need, referred to here as the visceral, conscious, formalized, and compromised needs. In his pre-search interview with an information-seeker the reference…

The contributions in this volume represent a decade of OCLC's user behavior research findings that articulate the need for the design of future library services to be all about the user. Highlights include: (1) People associate the library with books and do not consider the library in relation to online resources or reference services; (2) People…

EBSCO Discovery Service (EDS) has been heavily used by UMUC students since its implementation in fall 2011, but experience has shown that it is not always the most appropriate source for satisfying students' information needs and that they often need assistance in understanding how the tool works and how to use it effectively. UMUC librarians have…

This paper will examine the learning needs of millennial students, a generation different from any previous generation, so librarians should adjust their teaching methods to accommodate their needs. Should we, as librarians, consider changing our reference services--the way we present instruction and the materials that we order for the library?…

This paper in the form of story discusses a college student's information search process. In this story we see Kuhlthau's information search process: initiation, selection, exploration, formulation, collection, and presentation. Katie is a student who goes in search of information for her class research paper. Katie's class readings, her interest…

As individuals become more and more comfortable mediating all kinds of situations online and through various technologies, their virtual selves increasingly overlap their "real" lives. Posting a "happy birthday!" message on Facebook is as automatic as dropping a card in the mail. E-mailing relevant links to co-workers happens as naturally as…

At the reference desk, librarians engage in an often predictable sequence of instruction with students that centers on assisting students with focusing their topics before they can move to the information collection stage. It is an area of instruction that is often taken for granted and that most faculty are unaware of, but it is critical for…

This article examines what is desirable in online reference books in science and technology and outlines a framework for evaluating their interfaces. The framework considers factors unique to these subject areas like chemical structures and numerical data. Criteria in three categories, navigability, searchability, and results, were applied to five…

This study examined the importance of negative searching, or searching to discover topics not previously explored in writing, and its oversight in the library literature. A survey of university faculty revealed a tendency to view negative searching as necessary to scholarly endeavors, but an online literature search showed little discussion of…

All of us, regardless of experience or achievement, need an occasional reaffirmation of our core knowledge and beliefs. This un-embellished narrative of a real-life reference interview reinforces the importance of persistent but polite attentiveness to the unexpressed needs of library users and, it is hoped, serves as an inspirational reminder not…

Research at a library at Utica College (New York) revealed that "roving" reference librarians provided more sophisticated and thorough service than "stationary" ones, improving student search strategies and prompting twice as much work with electronic resources as conventional service. Roving also boosted librarian-client…

This course syllabus describes methods for optimizing online searching, using as an example searching on the National Library of Medicine (NLM) online system. Four major activities considered are the online interview, query analysis and search planning, online interaction, and post-search analysis. Within the context of these activities, concepts…

Identifies some of the distinguishing characteristics of business information and examines their impact on reference transactions. Topics include characteristics of business patrons; question negotiation; dealing with patrons' expectations; helping patrons devise a search strategy; understanding search results; requisite skills for business…

Several reference librarians respond to the Hernon and McClure study on the accuracy of library reference services. Highlights include problems with the methodology used (unobtrusive observation), and performance factors not addressed by the study. Comments by Hernon and McClure address these responses and ways to improve reference services are…

This book presents selected writings by Barbara Quint (BQ) on online searching. The selections are organized into the following chapters: (1) "The Art of Searching," including finding out what the patron wants, preparing for the search, knowing when the search is done, search styles, rules of online searching, cost issues, Quint's Laws,…