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The article presents an exploration of the Reference and User Services Association's (RUSA) guidelines for reference interviewing when applied to virtual encounters such as online chat programs or e-mail communications. Introductory details are given defining the key features and practices surrounding different virtual communications and their implications for reference services. The re-application of the RUSA guidelines to these media is then provided.

Using a scoring rubric based on RUSA's "Guidelines for Behavioral Performance of Reference and Information Service Providers" (RUSA Guidelines), librarians' performance in 106 chat reference transcripts in which a patron was determined to be acting inappropriately were compared to 90 randomly chosen transcripts from the same time period in which no inappropriate behavior was identified. Librarians serving appropriately behaving patrons scored significantly better on two of five major dimensions of the RUSA Guidelines. Recommendations for librarians serving inappropriately behaving patrons and for improving the two affected dimensions are given. [ABSTRACT FROM AUTHOR]

This article describes a content analysis of virtual reference transcripts taken from the NCknows virtual reference service. The analysis sought to determine why librarians consider some questions to be unanswerable at the time they are submitted by users. Questions were coded by a classification of question causes and by how complete the reference interview was in the transaction. The transcripts were then coded according to the reasons given for ending the chat early. The analysis showed that most reference interviews were incomplete and that the most common explanation for why librarians could not answer questions at the time was that they were already busy assisting other users. The study indicates that more North Carolina librarians should be hired to staff the service and that librarians should make a greater effort to conduct a complete reference interview so that more questions can be answered while users are still online. [ABSTRACT FROM AUTHOR]

Deals with the role of the reference interview in the more traditional reference encounter and in the virtual realms of Web-based reference services in the context of the Ross and Ronan pieces. Explains why reference interview needs to be used in every reference transaction. Reasons why reference interview is needed only sometimes or only under certain circumstances and not for directional queries or for ready reference questions; Findings in a library visit developed in early 1990s; Common problems encountered by the users when asking questions to the staff members.

Offers insight on a study pertaining to facial expressions in a reference interview, citing the application of Freudian dream analysis as a technique. Information on the dream analysis model; In-depth look at the study; Details on the study.

Deals with the two major programs of the 2002 Annual Conference of the American Library Association in the U.S. Number of librarians who were invited to write white papers in advance of the conference; Opinion of reference librarian Catherine Ross regarding the value of reference interview and how it affects the reference process when it does not take place; Views of reference librarian David Tyckoson on reference interview.