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The introduction of ChatGPT 3.5 in November 2022 ignited a sensation in the academic community, leaving many astounded by its capabilities. This new release more closely emulates human responses than its predecessors. Among its remarkable capabilities, it can answer questions, catalog items in MARC21, recommend reading lists, and make suggestions on a wide array of topics. To assess ChatGPT’s efficacy in aiding library users, the authors of this paper conducted an experiment comparing ChatGPT’s performance with that of librarians in answering reference questions. Thirty questions were randomly selected from the transaction log of the reference inquiries between June 1, 2023 to July 31, 2023 at the Rider University Libraries. These queries constituted 34% of the total user questions during this two-month period. The authors compared the answers by ChatGPT and those by reference librarians for their accuracy, relevance, and friendliness. The findings indicate that reference librarians markedly outperformed their robotic counterpart. An evident issue arises from ChatGPT’s deficiency in understanding local policies and practices. This consequently hinders its ability to provide satisfactory answers in those areas. OpenAI posits that ChatGPT’s proficiency can be enhanced through targeted fine-tuning using locally specific information. At the moment, ChatGPT remains a great tool for librarians. [ABSTRACT FROM AUTHOR]

Conducting comprehensive but efficient literature searches for complex evidence syntheses involves selecting databases that will retrieve the greatest number of relevant results on the question. Lack of a comprehensive single database on allied health educational topics challenges those seeking such literature. In this study, six participants contributed research questions on instructional methods and materials for allied health patients, caregivers, and future health professionals. Two health sciences librarians created search strategies for these questions and searched eleven databases. Both the librarians and the six participants evaluated the search results using a rubric based on PICO to assess extent of alignment between the librarians' and requestors' relevance judgments. Intervention, Outcome, and Assessment Method constituted the most frequent bases for assessments of relevance by both librarians and participants. The librarians were more restrictive in all of their assessments except in a preliminary search yielding twelve citations without abstracts. The study's results could be used to identify effective techniques for reference interviewing, selecting databases, and weeding search results. [ABSTRACT FROM AUTHOR]

The article presents discussion regarding reference services in special libraries, highlighting their particular needs and issues in the 21st century. Topics addressed include different operational models seen within contemporary special libraries, such as learning centers and embedded librarians; core skills needed by reference librarians in special libraries, such as research interviewing; and issues surrounding service visibility within larger host organizations.

To investigate and establish a reference interval (RI) of neuron-specific enolase (NSE) in southwest China's healthy population by using the laboratory information system database. A total of 86957 periodic health examination individuals of the medical examination center in West China Hospital from 2016 to 2018 were included in the study. We used the Box-Cox conversion combined with the Tukey method to normalize the data and eliminate the outliers, and the normal distribution method and the nonparametric method to estimate the 95% distribution RI. The NSE 95% distribution RI we established in healthy populations in southwest China through normal distribution and nonparametric method were 0–19.64 ng/ml and 0–20.46 ng/ml, respectively. The obtained RIs verification conformed to the standard and was significantly different from the reagent instruction(P < 0.05). The RI established by the nonparametric method was superior to the RI of the normal distribution method and reagent instruction(P < 0.05). We initially established an NSE RI that was suitable for the healthy southwest China population. The Box-Cox conversion combined with the Tukey method and nonparametric method is a reliable and straightforward indirect method for reference interval acquisition, which is suitable for the promotion and application of clinical laboratory. [ABSTRACT FROM AUTHOR]

The study analyzes how chat reference providers refer patrons to subject specialists in 467 interactions from two years at a university library. Qualitative analysis showed variation in how referrals are presented: as an option versus a recommendation, putting follow-up in the hands of patrons versus librarians, and apologizing versus promoting benefits. Professional librarians referred more questions to specialists, framed more referrals as benefits, and sent more transcripts ("tickets") than graduate assistants or paraprofessionals did. Findings show correlations between patrons' positive responses to referrals and the extent of the reference interview and positive framing of the referral, but not the attempt to assist before referring. [ABSTRACT FROM AUTHOR]

Librarians in all library settings may receive health-related questions from patrons. Librarians in settings outside of medical and consumer health libraries may not have received training or experience in consumer health information provision. Two medical librarians with extensive consumer health information experience developed a two-day training workshop for local area librarians. The first day of the training focused on finding and evaluating medical apps for patrons. The second day emphasized consumer health information provision: consumer health reference interview, ethics, website evaluation, and demonstrations of several reliable consumer health websites. This paper explores the development and implementation of the consumer health information workshop. [ABSTRACT FROM AUTHOR]

Purpose: Librarians as creators of the library catalogue should incorporate users' needs into the library catalogue, however, they are limited by cataloguing rules and practices. Nevertheless, it is crucial to know the needs and difficulties as noticed by librarians in reference interviews. Methodology/approach: Interviews focusing on the issues of current library catalogues and needed changes were carried out with six (6) librarians from public libraries and ten (10) librarians from academic libraries who interact with users daily. The research was conducted in April 2014 and July 2017 in public and academic libraries. Results: The results identify difficulties encountered by librarians in reference interviews. The interviewees have highlighted the problem of different versions of library materials as well as the relative importance of attributes and relationships, which should be included in bibliographic records, and have described their views on current cataloguing rules. Research limitations: The limitation of the research is the convenience sample. Originality/practical implications: The results are important for creators of bibliographic records and authors of new cataloguing rules. They can set the basis for future research and reflection on the enrichment of library catalogues in the framework of current cataloguing practices as well as in the development of new generations of library catalogues, which will be based on different cataloguing rules. [ABSTRACT FROM AUTHOR]

At many hospitals, including Robert Wood Johnson (RWJ) University Hospital Rahway, librarians facilitate continuing medical education (CME) programs, sometimes working in that capacity as much as in their traditional librarian functions such as reference, research, cataloging, and bibliographic instruction. This column traces the relationship between the two aspects of the RWJ Rahway’s CME coordinator and health sciences librarian’s job to demonstrate that, because of their duties and skills, medical librarians can meaningfully contribute to hospitals’ CME programs. The worlds of librarianship and CME are further connected by the same goal: the dissemination of information. [ABSTRACT FROM PUBLISHER]

Virtual reference services provide opportunities for library patrons to produce requests of reference librarians through quasi-synchronous computer-mediated exchanges in which requests and deliverables are produced as online textual objects. Text postings only become the actions they perform, such as an information request or deliverable, through the recipient's work of reading. Text postings thus are designed for their recipients and are built in ways that instruct particular readings. In this paper, I show that patron requests are interactional achievements co-constituted by librarians and patrons through the exchange of text postings that are designed to be seen as requests. The Reference and User Services Association offers guidelines for online interactions between librarians and patrons. However, such guidelines provide only general recommendations by which librarians may overcome difficulties in identifying the specific information needs of patrons. I examine actual chat logs of virtual reference interactions and describe how librarians engage with patrons to co-construct actionable requests to specify and fulfill patron information needs. Conversation analytic methods are used to identify the way texts are produced to instruct recipients in the ways they are to be read and how these texts serve, through reading's work, as an analysis of the actions prior texts perform. [ABSTRACT FROM AUTHOR]

Academic medical libraries have responded to changes in technology, evolving professional roles, reduced budgets, and declining traditional services. Libraries that have taken a proactive role to change have seen their librarians emerge as collaborators and partners with faculty and researchers, while para-professional staff is increasingly overseeing traditional services. This article addresses shifting staff and schedules at a single-service-point information desk by using time-driven activity-based costing to determine the utilization of resources available to provide traditional library services. Opening hours and schedules were changed, allowing librarians to focus on patrons’ information needs in their own environment. [ABSTRACT FROM AUTHOR]

Current evidence continues to support the potential for bone turnover markers (BTM) to provide clinically useful information particularly for monitoring the efficacy of osteoporosis treatment. Many of the limitations identified earlier remain, principally in regard to the relationship between BTM and incident fractures. Important data are now available on reference interval values for CTX and PINP across a range of geographic regions and for individual clinical assays. An apparent lack of comparability between current clinical assays for CTX has become evident indicating the possible limitations of combining such data for meta-analyses. Harmonization of units for reporting serum/plasma CTX (ng/L) and PINP (μg/L) is recommended. The development of international collaborations continues with an important initiative to combine BTM results from clinical trials in osteoporosis in a meta-analysis and an assay harmonization program are likely to be beneficial. It is possible that knowledge derived from clinical studies can further enhance fracture risk estimation tools with inclusion of BTM together with other independent risk factors. Further data of the relationships between the clinical assays for CTX and PINP as well as physiological and pre-analytical factors contributing to variability in BTM concentrations are required. [ABSTRACT FROM AUTHOR]

Objectives The IFCC Committee on Reference Intervals and Decision Limits coordinated a global multicenter study on reference values (RVs) to explore rational and harmonizable procedures for derivation of reference intervals (RIs) and investigate the feasibility of sharing RIs through evaluation of sources of variation of RVs on a global scale. Methods For the common protocol, rather lenient criteria for reference individuals were adopted to facilitate harmonized recruitment with planned use of the latent abnormal values exclusion (LAVE) method. As of July 2015, 12 countries had completed their study with total recruitment of 13,386 healthy adults. 25 analytes were measured chemically and 25 immunologically. A serum panel with assigned values was measured by all laboratories. RIs were derived by parametric and nonparametric methods. Results The effect of LAVE methods is prominent in analytes which reflect nutritional status, inflammation and muscular exertion, indicating that inappropriate results are frequent in any country. The validity of the parametric method was confirmed by the presence of analyte-specific distribution patterns and successful Gaussian transformation using the modified Box-Cox formula in all countries. After successful alignment of RVs based on the panel test results, nearly half the analytes showed variable degrees of between-country differences. This finding, however, requires confirmation after adjusting for BMI and other sources of variation. The results are reported in the second part of this paper. Conclusion The collaborative study enabled us to evaluate rational methods for deriving RIs and comparing the RVs based on real-world datasets obtained in a harmonized manner. [ABSTRACT FROM AUTHOR]

This article discusses virtual reference services in the context of serving global users. The process started by reviewing communication practices in virtual reference, emphasizing query clarification and communication repair. Then, a focus was placed on awareness of global users, including the impact of local practices, access, and identity. Finally, a reconsideration of the reference interview was performed by incorporating components of query clarification and communication repair. Conclusions recognize that consciously integrating communication techniques is a step toward improvement, consider the effect of fast versus slow transactions, and encourage future research into global users' perceptions of virtual reference services. [ABSTRACT FROM PUBLISHER]

The reference interview is integral to the success of the reference transaction. Thus, learning to conduct an effective reference interview is essential for library and information science students. Despite abundant literature on how to conduct the interview, little research exists on how well library and information science students are applying competencies associated with the reference interview, and how successful their reference interactions are. Through a survey reflection on a course-embedded assignment, this study examines reference success from the point of view of the library and information science student and their patrons. The results of the study have implications for library faculty and employers and reference managers. [ABSTRACT FROM PUBLISHER]

Health literacy has been redefined in recent years to move beyond an individual’s own communication skills to include the skills of persons working within health care organizations, including librarians. Provision of consumer health services and resources, while a long-standing practice in hospital libraries, has also been redefined. As definitions of health literacy have evolved, so too have hospital librarian services as they embrace their role within health literacy. Many hospital medical and consumer health librarians have developed programs, services, and collaborations to further health literacy awareness, education, and initiatives for consumers, health care professionals, and their parent organizations. [ABSTRACT FROM PUBLISHER]

Objective: To apply cognitive task analyses of the Biomedical query mediation (BQM) processes for EHR data retrieval at multiple sites towards the development of a generic BQM process model.Materials and Methods: We conducted semi-structured interviews with eleven data analysts from five academic institutions and one government agency, and performed cognitive task analyses on their BQM processes. A coding schema was developed through iterative refinement and used to annotate the interview transcripts. The annotated dataset was used to reconstruct and verify each BQM process and to develop a harmonized BQM process model. A survey was conducted to evaluate the face and content validity of this harmonized model.Results: The harmonized process model is hierarchical, encompassing tasks, activities, and steps. The face validity evaluation concluded the model to be representative of the BQM process. In the content validity evaluation, out of the 27 tasks for BQM, 19 meet the threshold for semi-valid, including 3 fully valid: "Identify potential index phenotype," "If needed, request EHR database access rights," and "Perform query and present output to medical researcher", and 8 are invalid.Discussion: We aligned the goals of the tasks within the BQM model with the five components of the reference interview. The similarity between the process of BQM and the reference interview is promising and suggests the BQM tasks are powerful for eliciting implicit information needs.Conclusions: We contribute a BQM process model based on a multi-site study. This model promises to inform the standardization of the BQM process towards improved communication efficiency and accuracy. [ABSTRACT FROM AUTHOR]

Reference intervals (RIs) are used to help clinicians determine if a patient can be classified as being in a diseased or healthy state and there are often sound scientific and clinical reasons for differences in RIs. One of the current strategic priorities for the Australasian Association of Clinical Biochemists is to encourage and assist laboratories to achieve harmonisation of RIs for common clinical chemistry analytes where sound calibration and traceability are in place. This need is based on good laboratory practice, providing the clinician with results that allow appropriate and reliable clinical interpretation and progression further toward the national e-health framework and a single electronic health record. After reviewing and considering studies related to bias as well as both a priori and a posteriori RI studies nationally and internationally and the consideration of flagging rates and clinical relevance, an initial group of 12 harmonised RIs were endorsed by the Royal College of Pathologists of Australasia in 2014. In 2015, after further stakeholder consultation, a second group of six harmonised RIs for common chemistry analytes has been proposed for adults which includes ALT and AST where methods do not use pyridoxal-5'-phosphate as an activator and lipase excluding the Ortho Clinical Diagnostics and Siemens Dimension assays. [ABSTRACT FROM AUTHOR]

For more than a decade there has been a global effort to harmonise all phases of the testing process, with particular emphasis on the most frequently utilised measurands. In addition, it is recognised that calculated parameters derived from these measurands should also be a target for harmonisation. Using data from the Aussie Normals study we report reference intervals for three calculated parameters: serum osmolality, serum anion gap and albumin-adjusted serum calcium. The Aussie Normals study was an a priori study that analysed samples from 1856 healthy volunteers. The nine analytes used for the calculations in this study were measured on Abbott Architect analysers. The data demonstrated normal (Gaussian) distributions for the albumin-adjusted serum calcium, the anion gap (using potassium in the calculation) and the calculated serum osmolality (using both the Bhagat et al. and Smithline and Gardner formulae). To assess the suitability of these reference intervals for use as harmonised reference intervals, we reviewed data from the Royal College of Pathologists of Australasia/Australasian Association of Clinical Biochemists (RCPA/AACB) bias survey. We conclude that the reference intervals for the calculated serum osmolality (using the Smithline and Gardner formulae) may be suitable for use as a common reference interval. Although a common reference interval for albumin-adjusted serum calcium may be possible, further investigations (including a greater range of albumin concentrations) are needed. This is due to the bias between the Bromocresol Green (BCG) and Bromocresol Purple (BCP) methods at lower serum albumin concentrations. Problems with the measurement of Total CO2 in the bias survey meant that we could not use the data for assessing the suitability of a common reference interval for the anion gap. Further study is required. [ABSTRACT FROM AUTHOR]

Public libraries offer multiple resources and programs to community members at all socio-economic levels. One area that public libraries struggle with is the provision of consumer health information. This article reports on a qualitative study examining the practices of 38 public library staff in 18 libraries in Oklahoma, highlighting their experiences and perceptions about providing health information. The results indicate that many staff were unsure of the overall health needs of their communities. Many staff found fielding health information questions to be challenging, including issues related to understanding questions, providing online resources, and the need for more training. [ABSTRACT FROM AUTHOR]

To determine if undergraduate student information desk assistants were effectively staffing the library's chat reference service, librarians at Bowling Green State University embarked on a chat transcript analysis project, comparing the performance of librarians to student assistants. Although student desk assistants generally did not perform as well as librarians, it was concluded that with a renewed emphasis on continual oversight and training, students were a very viable option for staffing a chat reference service. [ABSTRACT FROM PUBLISHER]

This column is a collection of reference interview stories within a number of diverse mediums (chat, phone, face-to-face, immersive environments) sharing one librarian’s dialogues with a host of patrons. Some names, places, times, and events have been changed to preserve anonymity. In this reference chat transaction, you will:Consider the reference interview as artKnow what every patron deservesUnderstand two goals of chat referenceBe aware of the average time for picking up patronsPractice statistically significant time between librarian’s posts [ABSTRACT FROM PUBLISHER]

The article examines the potential of using stories of reference encounters and narratives in reference classes. It shares 4 stories the author previously used in classes as examples of key concepts or practices and are stories on how to open the reference interview, how to respect a patron's privacy and how to arrive at a patron's true question. These vignettes of stories include assessing whether the patron needs assistance and how to respond in like in respecting privacy.

Computer- intensive resampling/bootstrap methods are feasible when calculating reference intervals from non-Gaussian or small reference samples. Microsoft Excel® in version 2010 or later includes natural functions, which lend themselves well to this purpose including recommended interpolation procedures for estimating 2.5 and 97.5 percentiles. The purpose of this paper is to introduce the reader to resampling estimation techniques in general and in using Microsoft Excel® 2010 for the purpose of estimating reference intervals in particular. Parametric methods are preferable to resampling methods when the distributions of observations in the reference samples is Gaussian or can transformed to that distribution even when the number of reference samples is less than 120. Resampling methods are appropriate when the distribution of data from the reference samples is non-Gaussian and in case the number of reference individuals and corresponding samples are in the order of 40. At least 500-1000 random samples with replacement should be taken from the results of measurement of the reference samples. [ABSTRACT FROM AUTHOR]

This two-stage study seeks to help public librarians become better prepared, and more confident and competent, when answering medical/health questions. At the first stage, eleven barriers that public librarians often encounter in the consumer health reference interview were identified through a comprehensive literature review, and at the second stage, input from professional consumer health librarians on how to overcome the barriers was gathered via a qualitative survey. Findings of the study provide concrete and practical strategies that will help public librarians more successfully conduct the reference interview to assist library users in their health information-seeking journey. [ABSTRACT FROM PUBLISHER]

This article reports on the cognitive and affective development of students being mentored in virtual reference interview skills by professional librarians. The authors present a case study which examines the impact on student learning resulting from librarian mentor participation and collaboration with students on a course assignment. This study explores student reflections on the role of librarian mentoring in relation to perception and effectiveness, learning, confidence gained, and value of professional assessment. [ABSTRACT FROM PUBLISHER]

Background Sources of variation (SV) of ALP, LDH, and amylase isozymes were explored. Methods We analyzed 3511 sera from well-defined healthy individuals recruited during the 2009 Asian project for derivation of common reference intervals (RIs). Up-to-date electrophoresis auto-analyzer and reagents were employed for high resolution and reproducibility. SVs including sex, age, body mass index (BMI), ABO blood groups, and levels of drinking, smoking, and exercise were analyzed by multiple regression analysis. RIs were determined by parametric methods after refining healthy individuals by use of latent reference values exclusion method. Results Age-related changes in ALP2–3 were different in females: ALP2, linear increase from 20–64 y; ALP3, lowering until 45 y and rising steeply thereafter. ALP2 increased with BMI especially in females. ALP5 was barely detectable except in blood-types O and B. Age-related increases in LDH1–LDH3 were noted in females, whereas BMI-related increases were found only for LDH2–LDH5 in both sexes. Pancreatic amylase showed age-related increase in females and was slightly higher in blood-type O. RIs for absolute and relative activities of each isozyme were derived in consideration of sex and age. Conclusions Investigation of these isozymes revealed various age-, BMI-, and blood-type-related changes that are all relevant in clinical interpretation of enzyme test results. [ABSTRACT FROM AUTHOR]

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.

This is a report on the impact of library workers' personal beliefs on provision of vaccination information. Nine public librarians were interviewed about a hypothetical scenario involving a patron who is concerned about possible vaccination-autism connections. The analysis employed thematic coding. Results suggested that while most partic- ipants supported childhood vaccination, tension between their personal views and neutrality impacted their ability to conduct the interaction. The neutrality stance, though consonant with professional guidelines, curtails librarians' ability to provide accurate health information. Outreach and communication between public and health sciences libraries can help librarians provide resources to address health controversies. [ABSTRACT FROM AUTHOR]

[This column is a collection of reference interview stories within a number of diverse mediums (chat, phone, face-to-face, immersive environments) sharing one librarian's dialogues with a host of patrons. Some names, places, times, and events have been changed to preserve anonymity.] [ABSTRACT FROM AUTHOR]

Much research has been conducted on general virtual reference interactions but little on reference provided within an online embedded librarian program. To better understand embedded reference, the author studied 275 student-initiated reference interactions, conducted either through email or in an online course discussion board, to determine what types of questions students asked and if these were affected by the mode of communication. Students used email and the discussion board nearly equally, and providing reference within an online courseroom, but not the specific mode of communication, seemed to influence the nature of the questions students asked. [ABSTRACT FROM PUBLISHER]

This study investigates the communication between patrons and librarians at a large research university's virtual reference service. Reference transactions were analyzed for type of transaction and evidence of deflection, deference, and rapport building to determine if face-saving communication by librarians appeared to lower patrons’ stress and anxiety levels during the course of the virtual reference transaction. The transactions analyzed showed that despite the fact that few patrons self-disclosed feelings of library anxiety, there was evidence of deferential speech and rapport building, two essential elements of face saving, between patrons and librarians. [ABSTRACT FROM PUBLISHER]

This particular article will look at one ethical concern that is likely to be very familiar to most theological reference librarians. This question is what the theological reference librarian's ethical responsibilities are when the American Library Association's Code of Ethics seems to conflict with an institution's expectations for an employee of that institution. In order to adequately solve this question, the article will first summarize the basic elements of the American Library Association's Code of Ethics that relate to the reference interview. Next, the special nature of theological reference librarianship will be discussed. Third, the Association of Theological Schools accreditation guidelines will be examined to determine the relationships that theological librarians have to their religious institutions. Fourth, in light of the theological librarian reference ethics that emerge from the proposed investigation, possible ethical solutions will be suggested. The article will conclude that the article's research question is actually a false question, not because theological librarians have not raised it or because it is not worth considering, but because the American Library Association's Code of Ethics and the Association of Theological Schools accreditation standards expect the same thing from their librarians. [ABSTRACT FROM PUBLISHER]

Few would disagree that successful communication between librarian and patron is critical to success in the reference process. Based on Atul Gawande's book, The Checklist Manifesto, the authors indicate how a well-executed reference interview reflects the structure of a checklist and how the deeper qualities found in a well-constructed checklist can positively influence the outcome of a complicated interaction. [ABSTRACT FROM AUTHOR]

Objective: The serum pregnancy-associated plasma protein-A (PAPP-A) concentration is a predictor of ischemic cardiac events and renal impairment. However, the reference interval of PAPP-A has not been determined. This study determined the reference interval of PAPP-A in men and non-pregnant women. Methods: The study enrolled 126 apparently healthy individuals (52 males and 74 females). The mean age of the men and women was 34.7 (range 20-66) years and 34.6 (range 18-65) years, respectively. Serum PAPP-A concentrations were determined using an ultrasensitive enzyme-linked immunoassay kit. Reference intervals were calculated using the bootstrap method. Results: The results for three subjects were outliers, so the reference interval of PAPP-A was calculated using the data for 123 subjects. PAPP-A was undetectable in 26 subjects. The reference interval of PAPP-A for men and women (with the 90% confidence interval) was <22.9ng/mL (19.7-23.3) and <33.6ng/mL (25.2-36.7), respectively. In male subjects, serum PAPP-A levels of smokers [3.10 (UD, 7.30)ng/mL] were significantly lower than that of non-smokers [ 11.00 (UD, 24.4) ng/mL) (p < 0.001 ) and there was a positive correlation between serum PAPP-A levels and subjects' age (r=0.439; p< 0.001). Conclusions: The reference interval of PAPP-A differed for men and non-pregnant women. In clinical practice, <22.9 ng/mL for men and <33.6 ng/mL for non-pregnant women may be used as reference intervals for PAPP-A. [ABSTRACT FROM AUTHOR]

According to the World Health Organization, “Mental health is not just the absence of mental disorder. It is defined as a state of well-being in which every individual realizes his or her own potential, can cope with the normal stresses of life, can work productively and fruitfully, and is able to make a contribution to her or his community” (National Institutes of Mental Health). Issues surrounding both mental health and mental disorders have a tremendous impact on individuals, their families, and the communities in which they live. Librarians need to have the awareness and skill to effectively serve patrons using appropriate resources concerned with mental health. [ABSTRACT FROM PUBLISHER]

Purpose - The paper seeks to explore two qualitative techniques that may be used to evaluate the effectiveness of school libraries. The first is based on a "willingness to return" concept previously applied to reference interviews. The second extends a modelling-through-reaction methodology that has recently been developed to identify the characteristics of the ideal "information entity". Design/methodology/approach - Although each method draws on data relating to the strengths and value of the library as perceived by users, modelling-through-reaction also addresses possible areas of improvement and the ideas of non-users. Data are typically collected via individual interviews and focus groups. Direct quotations from participants are likely to feature prominently in outcomes when the modified "willingness to return" approach is employed, whereas more abstract principles result from modelling-through-reaction. Findings - The findings emerging from the application of the methods can be employed in several ways. The first technique is of particular use in advocacy, since it enables intermediaries to demonstrate the specific benefits that their work brings to the lives of pupils. The second helps information professionals identify the strengths and weaknesses of their library. It can also inform subsequent quantitative investigation, in which Likert responses are given to statements, and may facilitate target setting. Originality/value - The paper is unusual in highlighting various information behaviour issues within the course of a study of evaluation. Whilst the use of a wide range of references in the paper helps to endow the methods proposed with academic credibility, they are intended primarily to be of practical use to intermediaries. [ABSTRACT FROM AUTHOR]

This study aims to assess and evaluate the overall quality and effectiveness of the Internet Public Library's (IPL) virtual reference services. Toward this end, IPL's guidelines for answering user questions are used to assess the quality of reference service; a total of 528 IPL transcripts are examined to determine how well they conform to the IPL guidelines. The results of the study evince high compliance with IPL guidelines regarding responses to user questions. All six mandatory elements were used more than 90% of the time. This indicates that the IPL guidelines are effectively employed to ensure that IPL librarians adhere to reference procedures for providing quality service to users. The study results also indicate that librarians can effectively increase the socio-emotional content of the message while maintaining a high level of professionalism, thereby improving the overall experience for the user. [ABSTRACT FROM AUTHOR]

This article examines an issue that is rarely considered-the similarities between the action taken by an intermediary responding to inquiries within the setting of a school library media center and the information behavior of end-users. The work concentrates on five important areas: the exploitation of the individual's own knowledge; the employment of readily accessible information resources; the way in which materials may be used; approaches to other people; and the circumstances surrounding the termination of a search. The article identifies implications for the information professional and suggests ways forward for future research. [ABSTRACT FROM AUTHOR]

A personal narrative is presented in which the author reflects on his incorporation of information literacy instruction during a reference interview.

The article discusses the use of prepared responses or scripts in virtual reference settings. Arguments in favor of using scripts focus on the speed and accuracy virtual reference librarians can answer frequently asked questions, as well as on the consistency they provide and their ability to reduce the librarian's workload. Negative aspects of script use including the possibility of overloading the user with information, depersonalizing the reference experience, and deprofessionalizing the virtual reference process are also explored. The author encourages librarians to search for balance in using scripts in virtual reference by using them as part of the interview process but not becoming dependent on them.

Abstract: Specific reference intervals are needed for each animal species for the appropriate interpretation of the results obtained from serum biochemical tests. The aim of this study was to investigate the blood composition of pure-bred Arabian mares to evaluate the need for defining reference values for different age groups. In all, 90 clinically healthy mares from five farms were used in the trial. For the determination of the effect of age, 90 mares were assigned to six groups. Groups A, B, C, D, E, and F comprised 15 foals aged ≤5 months (mean ± SD: 2.45 ± 1.88), 15 foals aged 6 to 18 months (mean ± SD: 9.33 ± 2.93), 15 mares aged 2 to 5 years (mean ± SD: 3.91 ± 0.7), 15 mares aged 6 to 12 years (mean ± SD: 8.66 ± 2.3), 15 mares aged 14 to 20 years (mean ± SD: 17.81 ± 2.13), and 15 mares aged >20 years (mean ± SD: 22.8 ± 1.93), respectively. Glucose, blood urea nitrogen (BUN), albumin, creatinine, total bilirubin, direct bilirubin, total protein, alkaline phosphatase (ALP), aspartate aminotransferase (AST), alanine aminotransferase (ALT), lactate dehydrogenase (LDH), calcium, iron, magnesium, and phosphorus concentrations were measured in the blood serum samples. There were significant age-related alterations for most of the biochemical parameters, except for ALT, LDH activities, and glucose, albumin, magnesium, and iron levels. The results of the present study showed that direct bilirubin (P < .01), ALP, and phosphorus decreased significantly (P < .001), whereas BUN, calcium (P < .01), creatinine, total protein, and total bilirubin increased (P < .001) with age. In foals, ALP activity, direct bilirubin, and phosphorus levels were higher, whereas BUN, creatinine, total protein, total bilirubin, and calcium levels were lower as compared with older animals. Biochemical values determined in the present study serve as reference ranges for pure-bred Arabian mares and can be used for health control and diagnosis of diseases. [Copyright &y& Elsevier]

A personal narrative is presented in which the author recounts a reference interview he conducted by phone as a follow-up to an online reference transaction.

In the eyes of our patrons, the success of a library transaction depends on both the accuracy of the information conveyed and the quality of the patron/staff interaction. We each experience rapport naturally many times during the day. Skills borrowed from the field of neuro-linguistic programming allow us to learn to quickly create a state of rapport with anyone we encounter. By learning to create rapport intentionally with our patrons, we can improve the quality of their library experience. [ABSTRACT FROM AUTHOR]

Chat reference has presented a unique set of problems for reference librarians. Lacking the visual and auditory cues of face-to-face or telephone reference interactions, librarians providing service for the virtual desk have developed digital techniques and resourceful maneuvers to help them navigate this new frontier. Still, many chat librarians find it difficult to conduct a meaningful transaction using just words, software components, and a mastery of online resources. Technical and communication problems further complicate their efforts. However, virtual reference librarians are rising to the occasion and engaging in exemplary chat transactions that conform to the highest standards of service. [ABSTRACT FROM AUTHOR]

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]

Virtual reference service has become ubiquitous in academic libraries. The increased adoption of chat technology brings to light some of the challenges of providing high-quality reference service. The lack of a personal connection, increased transaction time, and technical problems are often cited. Techniques, such as conducting a reference interview or using online communication conventions, can make virtual reference as effective as face-to-face reference. Additionally, inclusion of video or Web annotation in the virtual reference session can add an element of personalization that might otherwise be missing. Virtual reference can be an emotionally rich, engaging, and effective form of reference service if these techniques and technologies are adopted. [ABSTRACT FROM AUTHOR]

Purpose - The purpose of this paper is to compare established reference interview guidelines (RUSA) with actual reference provider behaviors in remote reference transactions. The data is used to argue that specific reference interview "best practice standards" should be developed for remote access reference services. Design/methodology/approach - Remote reference transactions were examined for evidence of adherence, or not, to the RUSA guidelines and behaviors. The transcripts were also coded for showing evidence, or not, of user satisfaction. Findings - Data from 1,435 virtual reference transcripts shows that in 82 percent of the reference sessions the user found the information needed. Analysis also shows that librarian compliance with RUSA-recommended reference interview behaviors, especially in the areas of listening/inquiring and searching is frequently poor - possibly due to time constraints. Research limitations/implication - This study adds to the empirically-based knowledge on the reference interview process and virtual reference services. Practical implication - Reference policies and procedures can be modified to accommodate patrons based on type of reference access. Education and training of reference staff can be customized to meet patron needs. Originality/value - This paper develops a methodology for evaluating the reference interview in virtual reference transaction and suggests modification of the RUSA reference interview guidelines for remote access reference services. [ABSTRACT FROM AUTHOR]

The reference interview provides a number of opportunities for Christian librarians to model the integration of faith and learning. When conducting reference interviews, librarians may have the chance to: 1) show a willingness to go the extra mile, 2) provide users with tools for seeking information successfully, 3) discuss information ethics, 4) exhibit openness to different points of view, and 5) demonstrate commitment to seeing individuals as God does. Ultimately, the reference interview can be a means to demonstrate that the life of the mind and the life of the spirit can (and should) be inextricably intertwined for a Christian scholar. [ABSTRACT FROM AUTHOR]