In an electronic era, the evaluation of reference and related information services should still be based on the same principles used to evaluate traditional face-to-face reference services and printed reference tools. Traditional research methods can be utilized very effectively in an electronic environment. However, electronic technologies offer…

Looks at some of the new paradigms for reference service, in particular the ideological implications of the digital reference call-center model, demonstrates how they lead to a "deprofessionalization" of reference work, and provides examples of how extensive reading can help reference librarians provide better service and become an…

Presents guidelines developed by RUSA (Reference and User Services Association), a division of the American Library Association, regarding collection development with user liaisons; meeting user needs for medical, legal, or business information; and bibliography preparation that includes a variety of formats such as nonprint materials and Web…

Discusses possible solutions to three problems information professionals in special libraries may be facing: concerns about company layoffs and cost-cutting that require getting management's attention and promoting your products and services; understanding users and their needs and satisfaction with services; and clients considering using other…

Reviews relevant literature dealing with reference service to children and summarizes the developmental stages of children that can influence the interactions between librarians and children. Includes data from observations and interviews of five librarians from a children's room in a Florida public library. (Author/LRW)

Discusses philosophical issues and human elements in reference desk scheduling for public and academic libraries, highlighting institutionalization of a desk scheduling policy, the relationship between scheduler and schedulee (impartiality, consistency, flexibility, collegiality, diplomacy, dedication to reference service), and conflict management…

Argues that unless issues of machine help and human help are given explicit attention by the library profession, the disappearance of human help in patron assistance without input is likely. Discusses convergent commercial- and academic-sector trends, implications for the profession, and three policy alternatives. Presents a patron self-help…

Discusses changes in library reference service that have occurred with growing Internet use. Topics include the human factor that is still needed; the nature of reference questions; the goal of user self-sufficiency; the invisible nature of much of librarians' work; and providing real-time, interactive point-of-need service to remote users. (LRW)

Provides a historical overview of LOEX-of-the-West (Library Orientation Exchange) while introducing this special issue of RSR that includes presentations from the 1998 conference, "Library Instruction for the 21st Century." The first LOEX-of-the-West Conference was held at Willamette University in Salem, Oregon in June 1994. (AEF)

Discusses the role of librarians who work in advocacy organizations, provide information services in the public interest, and help facilitate the shaping of sound public policy. Considers advocacy organizations' information needs, provides several examples of libraries and their services, and discusses political considerations. (Author/LRW)

Discussion of library reference services and the conflict between richness (complexity) of services and the reach (number of users that can be served) focuses on information technology that is used in electronic commerce and available on the Internet. Discusses changing roles of libraries and networked information environments. (Author/LRW)

Discusses how libraries today are re-thinking their entire educational mission in response to changes such as laptops, connectivity, Web-enhanced learning, and portable computing. Libraries are now designed to integrate new technologies that allow digital resources to supplement and expand the library's traditional print holdings and to help…

Explains the revamping of library services in London's East End that will begin with the library buildings being sold and replaced with Idea Stores, positioned in high-density shopping areas. Discusses combining traditional library services with adult education, performance space, daycare, and retail style. (LRW)

Discusses usability testing for Web sites and explains how librarians can implement the methods needed to evaluate their library Web sites. Highlights include reviewing other library Web sites; defining the users; defining test objectives that are linked to user needs; administering the tests; and pertinent resources. (LRW)

Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…