Analyzes developments in the study of user needs to determine areas of consensus in the field, particularly areas of greatest value to practicing librarians. Topics discussed include the user; conceptual frameworks for information and knowledge; information seeking; the use of information and knowledge; system design; and future research needs.…

A study of the collection of college catalogs at a medium-sized university library found that they are used by many types of clients in addition to undergraduates; users need a current, comprehensive collection and are not bothered by a lack of shelf order; use is enough to justify the collection. (Author/EM)

Interviews with two reference librarians and two users of reference services explored the concept of quality in academic reference services. The study determined that providers and users agreed on the meaning of quality service: librarian knowledge and willingness; mutual expectations, willingness, competence, and satisfaction between librarian…

Discusses reasons why patrons or librarians terminate the reference interview, including the content of the interview, interpersonal dynamics, and institutional or policy factors. Goals and objectives of the person terminating the interview are considered, and guidelines for policy development and performance improvement are offered. (30…

Discussion of the reference practitioner-client relationship in academic libraries focuses on mediation and client self-determination. Highlights include the role of librarians, assessing the needs of the client, limitations in client capacity to make choices, empowering clients, and developing partnerships. (Author/LRW)

Forty former residents of a shelter for battered women were interviewed to identify their information access problems. Data were gathered on types of questions on which information was needed, their demographic characteristics, and their help-seeking experiences. Needs for information on community resources and ways of understanding the violent…

Describes and provides examples for six approaches and factors related to serendipity in library research: coincidence; previent grace (i.e., the prior organization of information); synchronicity (i.e., hidden patterns and forces); perseverance; altamirage (i.e., idiosyncratic behaviors); and sagacity (i.e., intuition and skill). The stigma…

Examines interpersonal communication in physician-patient interaction and physician-patient research models; suggests application of these models to librarian-patron interaction. Discusses human characteristics that affect interaction, the need for patient and patron satisfaction and compliance with instructions from interactions, and assumptions…

The director of the Buros Institute of Mental Measurements describes the "Mental Measurements Yearbook,""Tests in Print," the institute's online database, its symposium, and symposium books. Suggestions to librarians for increasing effectiveness of service to users of tests are included. (Author/EM)

Examines library services to Hispanic Americans in general, with reference to the predominantly Hispanic community served by the public library at Fabens, Texas. The concepts of ethnic competence, cultural awareness, and cross-cultural service are discussed in this context. (18 references) (MES)

Presents guidelines for the development and evaluation of training sessions for the use of electronic information resources. Outline includes audience level, content, audience size; registration/publication, length of session, trainer's experience, location and facility, workstations, handouts, other equipment and resources, type of presentation,…

This study examined differences between public library patrons and librarians in their assessments of the competence of librarians they observed in videotaped reference interviews. Interviews varied in the level of nonverbal warmth shown by the librarian toward the patron and in the level of inclusion exhibited. (6 references) (Author/MES)

This description of Info Trac, a laser disc periodical reference system, reviews professional reactions to the system and several user studies. Criticisms are discussed to define the role of such systems in research libraries, and data are presented in five tables. (17 references) (MES)

Gives a historical explanation of library confidentiality policies and procedures and reviews notable invasions of patron privacy through use of library records by the Federal Bureau of Investigation and the Internal Revenue Service. Also reports on a study that examined patron confidentiality policies in Texas academic library reference…

Reports results of an electronic survey of users of CD-ROM databases at a university library. Data are presented on experience level, database selection, how users learned of the service, use of multiple databases, favorite features, user satisfaction, preferred source of help, research strategies, and use of printed versions. A copy of the…