Proper planning and assessment surveys of projects for academic library Web sites will not always be predictive of real world use, no matter how many responses they might receive. In this case, multiple-phase development, librarian focus groups, and patron surveys performed before implementation of such a project inaccurately overrated utility and…

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…

This paper discusses the establishment of a research service in the Norwegian parliament. The first section presents some general assumptions regarding a research service in parliament. The second section describes the first initiative, a mandate in the 1970s to establish a commission to clarify the need for such a service. The third section…

Reference service technology has passed its first stage of insuring more accurate, rapid delivery of information. The second revolution underway will improve on both acquisition and retrieval of data. New technologies must fit into traditional reference service goals. The human should be given first priority. (Contains 46 references.) (Author/AEF)

Reviews the literature on academic library reference service, and examines changes in the traditional reference desk model. Based on the review from the perspectives of managers, librarians, and users, new research directions are proposed in which users' information-search processes and librarians' intervention in reference service are integrated.…

This digest discusses the development of World Wide Web-based services for libraries and provides examples from the Cleveland Public Library (CPL). The first section highlights the importance of developing such services, steps to be followed for a successful project, and the importance of having the goal of replicating and enhancing traditional…

Reviews studies exploring the information-seeking behavior of social science researchers and discusses implications for the development of reference services. Identifies the importance of journals, use of citation information from journals, colleagues and conferences as information sources, and infrequent use of library resources. (Author/AEF)

A study of how patrons think and behave as they seek information at a major research library (Johns Hopkins University) reveals the need to provide the kinds of services and programs that meet the actual needs and preferences of patrons. Focusing on what librarians think is needed can result in poor service. (Author)

Suggests guidelines to help libraries formalize their electronic reference services. Covers the following issues: administration/management (library division/department, library administration, campus administration, academic departments); services; primary clientele; personnel; infrastructure/facilities; finances; and evaluation. (AEF)