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This article describes the results of an extensive review of reference transactions from multiple service points at the University of Utah's J. Willard Marriott Library. The review enabled us to better understand the types of questions asked at our service points and resulted in a new set of codes for categorizing reference transactions that focus on recording the kinds of expertise needed to answer each question. We describe the differences between our model and other scales for collecting reference questions. Our method for reviewing reference transactions and developing new codes may be useful to other libraries interested in updating how they collect reference statistics. [ABSTRACT FROM AUTHOR]

The authors discuss the most effective use of library space, particularly debating the allocation of space to either user services or books, as well as presents an introduction to the column. They address the shift in library services away from book collections and towards technology and user reference services. Other topics explored include sentimentality towards books, dependence on interlibrary loans, and library patron convenience.

Some library users come in the door knowing exactly where to go, with clearly defined and communicated needs. However, many more enter the library on an exploratory mission and often stop at the first service desk that catches their eye. In many libraries, this point of first contact is a security or general information desk, not a full-service reference desk. This opens the question, are users being served effectively and their expectations being met? During the first several weeks of the fall 2003 semester, staff at the service desk closest to the front door of a large academic library recorded the specific questions asked by library patrons and their responses. This data was subjected to qualitative analysis techniques and revealed some trends in what current students are seeking when they initially come into the library. The results are useful for managers to consider in establishing appropriate staffing models (such as who should work at this desk), developing relevant training, and planning service desk and collection spatial configurations. This article presents the results from this study and explores possible factors that managers should take into consideration. [ABSTRACT FROM AUTHOR]

The article presents research which examined the working relationship between systems, information technology and reference, as well as information services staff in an academic library setting. The need for enhanced communication was cited often by respondents as a way to improve the relationship. According to the author, frustration seems to happen when reference staff report a problem. Hence, preventing the occurrence of frustration will help lessen reference anxiety of information technology work processes.

This article explores recent trends in reference and public services librarianship. According to statistics, reference transactions began to decline in 1998 and have decreased every subsequent year. The nature of reference queries has changed, due to the increased use of the Internet and email. Some approaches to changing reference patterns are presented. Trends in reference libraries include consolidation of service points and libraries, increased integration of public and technical services, partnership between libraries and an increase in the marketing of library services to the public.

This article provides information on homelessness and information needs and services. The term homeless is problematic when we discuss information user groups. The homeless are not a homogeneous population. Providing information services that are most useful and thus most used, becomes a simpler task when target audiences are more defined and more specific. The question regarding the number of people who are homeless is a very difficult question to answer. The time that one spends being homeless is a critical issue. The chronically homeless spend very long periods living on the streets or in substandard housing. Probably the largest number of homeless people could be categorized as experiencing periodic homelessness, in which various circumstances result in the loss of housing. Persons who lose their homes due to natural disasters or from relocating to a new area are considered temporary homeless persons. Finally, those classified as living in total homelessness are those who have not only lost their shelter but also suffer from a loss of other important social supports such as family connections or public assistance. Homeless persons have articulated several everyday life information needs. These includes finances, relationships with others, childcare, housing, health and health care, employment among others.

The Outpost Services Team was created at Rutgers University Libraries by the New Brunswick Libraries' Information Services Steering Group to study the demand for services at locations outside the physical library buildings. Upon the recommendation of the group, the team planned an exploratory pilot study to investigate the need for library services at campus centers --places where students and faculty members regularly gather for eating, socializing, and using other available services. A part of the main information desk of Rutgers University's Busch Campus Center was used to set up the outpost. Traditional reference-desk type of service was offered using networked digital resources. Reference statistics and feedback surveys were collected, providing data for evaluation. The pilot study was a unique endeavor to reach out to less frequent users of libraries, learn about the expectations of students and faculty, and communicate to them about how they can benefit from using library resources and services. This article presents the details of planning the pilot study and a summary of findings and conclusions. [ABSTRACT FROM AUTHOR]

Focuses on a case that enabled the staff of the Blagg-Huey Library to know more about faculty information needs and develop strategies for conducting in-house research. Background on the Faculty Information Research Service Team program; Nature of a community information-needs analysis; Evaluation of the resulting program.

Speculates about the effectiveness of the telephone directory number 211 for universal access to human services information and referral in improving library information service in the United States. Reason for the designation; Involvement of librarians; Role of the Internet.

The article discusses the laws of library science according to writers Shiyali Ramainrita Ranganathan. The law known as save the time of the reader requires librarians to provide readers efficient access to materials and services. On the other hand, the law known as the library is a growing organism implies that libraries are growing by broadening and deepening their collections. Therefore, it is important that libraries expand and rework their physical spaces by building beautiful new libraries.

Presents a variant form of Boethian topical analysis to the confusion surrounding the term channel in the library and information science. Definition of the communication process; Purpose of both medium and channel; Importance of knowing the information flow in existential terms.

Discusses the guidelines used by libraries for information services. Services; Resources; Personnel.