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The article discusses the use of virtual reference services (VRS) in libraries, focusing on the process of query clarification in live chat scenarios. It presents a study of live chat transcripts between reference librarians and library users, offering qualitative analysis of transcripts from the cooperative reference service QuestionPoint, from the Online Computer Library Center (OCLC). The study reports on the actions of both librarians and researchers in clarifying information during the searching process. Topics include differences between VRS and face-to-face (FTF) reference services, the ratio of self-generated queries against imposed queries, and the accuracy of queries.

The article presents a case study about the integration of virtual reference and digital reference tools into academic libraries, focusing on the integration process at the University of Saskatchewan in Saskatoon, Saskatchewan, Canada. It addresses the impact of the needs of library users on the integration process and provides information on the school's reexamination of the library's reference services.

The article focuses on the development of an instrument to evaluate reference services. It discusses reference service evaluations that count and classify transactions. It also examines instruments that evaluate the quality of library service as a whole, such as the LibQUAL survey. The author notes that the goal was to develop a model similar used to the customer satisfaction postcard used at restaurants. An instrument evaluating the perception of users and providers of reference services at Pittsburgh, Pennsylvania academic libraries is explored.

Academic libraries play an important role in making numeric data collections available to their researchers and providing assistance in identifying and accessing appropriate resources. The University of Tennessee Libraries have been working to strengthen the numeric data component of their reference services and have expanded promotion and outreach activities to make this specialized service more visible. In fall 2003, the Data Services Awareness and Use Survey was conducted to learn more about the university's users of research data and assess their awareness of the service and the effectiveness of promotional activities. Results of the survey are being used to plan, promote, and provide data services. The survey portion of this manuscript was presented, in part, at the International Association for Social Science Information Service and Technology Conference on May 26, 2004 in Madison, Wisconsin. [ABSTRACT FROM AUTHOR]