Information behavior is an important area of conceptual knowledge for reference service providers, as it provides structure for understanding users' information seeking and use. This study explores the extent to which information behavior theories, models, and concepts have been integrated into professional education for reference and information…

Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information…

Introduction: In recent years, the introduction of social question and answer services and other Internet tools have expanded the ways in which people have their questions answered. There has been speculation and debate over whether such services and other Internet tools are replacing library virtual reference services. Method: Most previous…

As emerging information technologies have driven demand for new library communication channels, there has been increased interest in the use of mobile tools to promote interaction, expand outreach, market programs, and enhance the library experience. Libraries today are at widely different levels of mobile engagement, a gap poised to grow as…

Describes Usenet, an Internet service that provides access to computerized discussion groups, and examines how it can be used as a reference tool. Topics include subject groups, appropriate questions, exhausting local resources before posting, explaining Usenet to patrons, sending the question, and evaluating the answer. (AEF)

The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users…

Globalization provides the contextual framework for cultural changes in the library user group. In order to be more effective, and realistically, more client-focused, the reference librarian is challenged to ask again "Who is my client?" in this changing context. This paper presents a positive and practical response to cultural change…

Examines issues of viability and necessity regarding the Open System Interconnections (OSI) reference service model with a view on future developments. Discusses problems with the standards; conformance testing; OSI bureaucracy; standardized communications; security; the transport level; applications; the stakeholders (communications providers,…

Presents results of an exploratory study attempting to establish a methodology for the unobtrusive analysis of a digital reference enterprise. Logs of over 3,000 questions asked of the Internet Public Library in early 1999 were analyzed on the basis of questions asked, self-selected demographic information, how those questions were handled, and…

Presents a summary review of 25 years of the literature on user instruction and information literacy. Notes how developments and technology during the last 10 years have affected user instruction and have led to the emergence of information literacy. Demonstrates how the field of user instruction has expanded. Includes bibliographies. (Author/AEF)

Compares the traditional model of the reference interview with a new model based on online information process. Findings offer new perspectives on the reference interview process and lend support to the adoption of a new reference model which shifts its venue from a person to person process, to one in which information itself provides the platform…

Defines "values" and lists the eight values (stewardship, service, intellectual freedom, rationalism, literacy and learning, equity of access, privacy, democracy) derived by the author in an earlier work. Gives a brief history of the evolution of human-to-human reference service and discusses its future. Relates each of the author's eight values…

This preliminary study was designed to benchmark patron perceptions of reference desk services at academic health science libraries, using a standard questionnaire. Responses were compared to determine the library that provided the highest-quality service overall and along five service dimensions. All libraries were rated very favorably, but none…

Describes part of a project designed to develop a user-based approach to measuring the extent to which services provided by librarians meet or exceed user expectations on a consistent basis. Results show that academics and librarians have similar expectations, but there are differences in the emphasis each group places on aspects of service.…

Discusses issues raised by the development of remote reference. Two scenarios are proposed: (1) how Internet users and their information-seeking behavior challenge the traditional reference service model, its value system, and the librarian role in that model, and (2) a model of close linkages between librarians and users engaged as partners along…