Describes a multifaceted evaluation of the Brandeis model of reference services, which included how the model was defined, direct observation of librarians, unobtrusive study, and a focus group project to gauge patron response. Results of the study and needed improvements are discussed. A sidebar article describes the Brandeis model. (22…

Reports results of a 1990 survey of the progress Minnesota school library media centers made toward meeting Information Power guidelines for automating circulation, reference services, and the catalog. Order of automation, relationship between school size and automation, media specialists' satisfaction with new systems, and reasons for not…

Discusses problems and opportunities encountered in implementing staff exchange programs among reference departments of a multibranch academic library, based on experiences at the University of New Mexico. Highlights include communication; collaboration; uniformity of service; implementation criteria; goals; training; workloads and scheduling; and…

Discusses serving library-patron needs in terms of customer service and quality control. Highlights include tools for measuring the quality of service (e.g., the SERVQUAL survey), advisory boards or focus groups, library "service statements," changing patron needs, new information formats, and justifying depository library services. (JAK)

Discusses chemical information services offered in industrial chemical libraries, based on experiences at the 3M Library. Topics include qualifications of chemical information professionals; corporate culture; clients; services, including reference, current awareness, confidentiality, and end-user support; and information resources, including…

Librarians cannot distribute their collections electronically until the problems of intellectual property and free-and-equal access are resolved. Libraries must overcome restrictions of "virtual libraries" thereby making copyrighted texts freely available. Libraries must be promoted as places where readers freely consult both copyrighted…

Discusses the decline in reference statistics in academic libraries and considers the role of access to information via the Internet. Highlights include patron expectations and demands; commercial Web reference services; and virtual reference desk software so libraries can offer 24 hour service, including public libraries. (LRW)

Discusses changes in distance education and considers the resulting need for new types of library services. Topics include new Web-based contact center software; how to conduct virtual reference interviews; online reference service; the role of the physical library; staffing changes; and future possibilities, including impacts on costs of library…

Discusses the future outlook for reference librarians, with topics including: "Technology as the Source of Change"; "Impact of the Internet"; "Defining the Virtual Library"; "Rethinking Reference"; "Out of the Library and into the Streets"; "Asking Users About Their Needs"; "Standardization and Artificial Intelligence"; "The Financial Future"; and…

The concept of relevance remains central to library and information studies work. Five Women's Studies faculty members were interviewed concerning their immediate reactions to different resources provided in direct response to real, on-going information needs. Criteria identified by this approach went beyond topicality, currency, and other basic…

Discussion of electronic access to information focuses on a study conducted at the library of the College of William and Mary that used 40 reference desk questions to assess the value of printed sources, CD-ROMs, databases, and the World Wide Web. Also discusses the reference librarian as omnipaedia. (LRW)

Describes the development of the Suffolk Cooperative Library System's live, online chat reference service, a pilot project for public libraries in Suffolk County (New York). Topics include chat software selection; a virtual reference collection; marketing; funding; staffing; evaluation; expanded hours of service; email; and extracting data from…

The tremendous expansion of online information sources has prompted academic librarians to increase their outreach to undergraduates of the "Net Generation" in an effort to more effectively promote their libraries' resources to these students. Such outreach programs involve identifying library resources that support the…

Valuable information in print is often neglected because of the rapid proliferation of electronic resources and the bias of many library users against print sources. At Joyner Library, it was decided to construct an interactive subject guide database that included resources in all formats to offer users a convenient starting point for research and…

Distance education strategies offer the potential to overcome barriers of time and distance. The University of Nebraska-Lincoln Libraries have been providing an array of services to distant learners enrolled in UNL graduate degree programs. This paper reviews the services that the UNL Libraries have developed, describes current objectives, and…