The shape of services to come: Values-based reference service for the largely digital library

College and Research Libraries

Volumn 58, Issue 3, 1997, Pages 252-265

  Ferguson, Chris D ^b   Bunge, Charles A ^a  

^a University of Wisconsin Madison   (United States)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0031535047     PISSN: 00100870     EISSN: None     Source Type: Journal    
DOI: 10.5860/crl.58.3.252     Document Type: Article

References (54)

1. David Pescovitz, "Reality Check: The Future of Libraries," Wired 3, no. 12 (Dec. 1995): 68.
2. Michael Buckland, Redesigning Library Services (Chicago: ALA, 1992), 5-6.
3. Clifford A. Lynch, "The Transformation of Scholarly Communication and the Role of the Library in the Age of Networked Information," Serials Librarian 23, nos. 3-4 (1993): 5-20.
4. Gio Wiederhold, "Digital Libraries, Value, and Productivity," Communications of the ACM 38, no. 4 (Apr. 1995): 85-96; David M. Levy and Catherine C. Marshall, "Going Digital: A Look at Assumptions Underlying Digital Libraries," Communications of the ACM 38, no. 4 (Apr. 1995): 77-84.
5. Gio Wiederhold, "Digital Libraries, Value, and Productivity," Communications of the ACM 38, no. 4 (Apr. 1995): 85-96; David M. Levy and Catherine C. Marshall, "Going Digital: A Look at Assumptions Underlying Digital Libraries," Communications of the ACM 38, no. 4 (Apr. 1995): 77-84.
6. Chris Ferguson, "Reshaping Academic Library Reference Service: A Review of Issues, Trends, and Possibilities," Advances in Librarianship 18 (1994): 73-109; Suellen Cox, "Rethinking Reference Models," available at http://www-lib.usc.edu/Info/Ref/Cox/rethink_ref.html, (May 1996).
7. Chris Ferguson, "Reshaping Academic Library Reference Service: A Review of Issues, Trends, and Possibilities," Advances in Librarianship 18 (1994): 73-109; Suellen Cox, "Rethinking Reference Models," available at http://www-lib.usc.edu/Info/Ref/Cox/rethink_ref.html, (May 1996).
8. Virginia Massey-Burzio, "Reference Encounters of a Different Kind," Journal of Academic Librarianship 18, no. 5 (Nov. 1992): 277.
9. Ferguson, "Reshaping Academic Library Reference Service," 88-89; William L. Whitson, "Differentiated Service: A New Reference Model," Journal of Academic Librarianship 21, no. 2 (Mar. 1995): 104-5.
10. Ferguson, "Reshaping Academic Library Reference Service," 88-89; William L. Whitson, "Differentiated Service: A New Reference Model," Journal of Academic Librarianship 21, no. 2 (Mar. 1995): 104-5.
11. Denise Forro, Lori A. Goetsch, and Clifford A. Haka, Information Desks in ARL Libraries SPEC Kit no. 172 (Washington, D.C.: ARL, 1991); Ferguson, "Reshaping Academic Library Reference Service," 89-90; Cox, "Rethinking Reference Models."
12. Denise Forro, Lori A. Goetsch, and Clifford A. Haka, Information Desks in ARL Libraries SPEC Kit no. 172 (Washington, D.C.: ARL, 1991); Ferguson, "Reshaping Academic Library Reference Service," 89-90; Cox, "Rethinking Reference Models."
13. Denise Forro, Lori A. Goetsch, and Clifford A. Haka, Information Desks in ARL Libraries SPEC Kit no. 172 (Washington, D.C.: ARL, 1991); Ferguson, "Reshaping Academic Library Reference Service," 89-90; Cox, "Rethinking Reference Models."
14. James Rettig, "Islands in a Sea of Change," in Rethinking Reference in Academic Libraries, ed. Anne G. Lipow (Berkeley, Calif.: Library Solutions Pr., 1993), 79.
15. Massey-Burzio, "Reference Encounters of a Different Kind," 276-80; Douglas Herman, "But Does It Work? Evaluating the Brandeis Reference Model," Reference Services Review 22, no. 4 (winter 1994): 17-28.
16. Massey-Burzio, "Reference Encounters of a Different Kind," 276-80; Douglas Herman, "But Does It Work? Evaluating the Brandeis Reference Model," Reference Services Review 22, no. 4 (winter 1994): 17-28.
17. Cox, "Rethinking Reference Models."
18. Jackie Mardikian and Martin Kesselman, "Beyond the Desk: Enhanced Reference Staffing for the Electronic Library," Reference Services Review 23, no. 1 (spring 1995): 27-28.
19. Ibid., 26-28;
20. Eileen G. Abels, "The E-mail Reference Interview," RQ 35, no. 3 (spring 1996): 345-58; Lara Bushallow-Wilbur, Gemma DeVinney, and Fritz Whitcomb, "Electronic Mail Reference Service: A Study," RQ 35, no. 3 (spring 1996): 359-71.
21. Eileen G. Abels, "The E-mail Reference Interview," RQ 35, no. 3 (spring 1996): 345-58; Lara Bushallow-Wilbur, Gemma DeVinney, and Fritz Whitcomb, "Electronic Mail Reference Service: A Study," RQ 35, no. 3 (spring 1996): 359-71.
22. Whitson, "Differentiated Service," 104.
23. Ibid., 103-5.
24. Ferguson, "Reshaping Academic Library Reference Service," 90-92.
25. Bruce Bonta and Sally Kalin, "CD-ROM Implementation: A Reference Staff Takes Charge," Reference Services Review 17, no. 2 (1989): 10-11.
26. Whitson, "Differentiated Service," 105.
27. Mardikian and Kesselman, "Beyond the Desk," 22; Ibid., 103.
28. Mardikian and Kesselman, "Beyond the Desk," 22; Ibid., 103.
29. Beth J. Shapiro and Kevin B. Long, "Just Say Yes: Reengineering Library User Services for the 21st Century," Journal of Academic Librarianship 20, nos. 5-6 (Nov. 1994): 287-88.
30. Kerryn A. Brandt, Jayne M. Campbell, and Willard F. Bryant Jr., "Reflections on Reference Services," Journal of the American Society for Information Science 47, no. 3 (Mar. 1996): 212.
31. Mardikian and Kesselman, "Beyond the Desk," 24.
32. Ferguson, "Reshaping Academic Library Reference Service," 99-101.
33. Brandt, Campbell, and Bryant, "Reflections on Reference Services," 212.
34. Ferguson, "Reshaping Academic Library Reference Service," 94-96; Rettig, "Islands in a Sea of Change," 79-80.
35. Ferguson, "Reshaping Academic Library Reference Service," 94-96; Rettig, "Islands in a Sea of Change," 79-80.
36. Whitson, "Differentiated Service," 103-110.
37. Mardikian and Kesselman, "Beyond the Desk," 21-28.
38. Janice Simmons-Welburn, "From Vision to Reality: Change at the University of Iowa," in Rethinking Reference in Academic Libraries, ed. Anne G. Lipow (Berkeley, Calif.: Library Solutions Pr., 1993), 61.
39. Two thoughtful explorations of the contemporary service environment are: Herbert S. White, "Information Technology, Users, and Intermediaries in the 21st Century: Some Observations and Predictions," in Opportunity 2000: Understanding and Serving Users in an Electronic Library. 15th International Essen Symposium, 12-15 October 1992: Festschrift in Honour of Herbert S. White, eds. A. H. Helal and J. W. Weiss (Essen: Universitaetsbibliothek Essen, 1993), 1-14; Rebecca R. Martin, "The Paradox of Public Service: Where Do We Draw the Line?" College & Research Libraries 51 (January 1990): 20-26.
40. Two thoughtful explorations of the contemporary service environment are: Herbert S. White, "Information Technology, Users, and Intermediaries in the 21st Century: Some Observations and Predictions," in Opportunity 2000: Understanding and Serving Users in an Electronic Library. 15th International Essen Symposium, 12-15 October 1992: Festschrift in Honour of Herbert S. White, eds. A. H. Helal and J. W. Weiss (Essen: Universitaetsbibliothek Essen, 1993), 1-14; Rebecca R. Martin, "The Paradox of Public Service: Where Do We Draw the Line?" College & Research Libraries 51 (January 1990): 20-26.
41. Lucy Siefert Wegner, "Is It True What They Say?: The Library on a Credit Card," Journal of Academic Librarianship 22 (1996): 51-52. For a dated, but still meaningful, exploration of some of these same issues, see Pat Molholt, "On Converging Paths: The Computing Center and the Library," Journal of Academic Librarianship 11 (March 1985): 284-88.
42. Lucy Siefert Wegner, "Is It True What They Say?: The Library on a Credit Card," Journal of Academic Librarianship 22 (1996): 51-52. For a dated, but still meaningful, exploration of some of these same issues, see Pat Molholt, "On Converging Paths: The Computing Center and the Library," Journal of Academic Librarianship 11 (March 1985): 284-88.
43. For an articulation and detailed analysis of the salient features of the collection-centered and user-centered library paradigms, see Francis Miksa, "The Future of Reference II: A Paradigm of Academic Library Organization," C&RL News 50 (Oct. 1989): 780-90.
44. Carolyn Dusenbury and Barbara G. Pease, "The Future of Instruction," Journal of Library Administration 20, nos. 3-4 (1995): 114.
45. Two exceptional works on the nature and impact of networked computer communication and the emergence of the ethic of collaboration are: Lee Sproull and Sara Kiesler, Connections: New Ways of Working in the Networked Organization (Cambridge, Mass.: MIT Pr., 1991), which stresses communication technology and its immediate consequences on organizations; Michael Schrage, Shared Minds: The New Technologies of Collaboration (New York: Random House, 1990), which focuses on the long-term effects of networked communication on organizations and the ways in which organizations can maximize the benefits of such changes.
46. Two exceptional works on the nature and impact of networked computer communication and the emergence of the ethic of collaboration are: Lee Sproull and Sara Kiesler, Connections: New Ways of Working in the Networked Organization (Cambridge, Mass.: MIT Pr., 1991), which stresses communication technology and its immediate consequences on organizations; Michael Schrage, Shared Minds: The New Technologies of Collaboration (New York: Random House, 1990), which focuses on the long-term effects of networked communication on organizations and the ways in which organizations can maximize the benefits of such changes.
47. James M. Rosser and James I. Penrod, "Computing and Libraries: A Partnership Past Due," CAUSE/EFFECT 13, no. 2 (summer 1990): 20-24. For good conceptual frameworks, see Sheila D. Creth, "Creating a Virtual Information Organization: Collaborative Relationships between Libraries and Computing Centers," Journal of Library Administration 19 (1993): 111-32; eds. Anne G. Lipow et al, Building Partnerships: Computing and Library Professionals (Berkeley, Calif.: Library Solutions Pr., 1995). The latter also provides several case studies.
48. James M. Rosser and James I. Penrod, "Computing and Libraries: A Partnership Past Due," CAUSE/EFFECT 13, no. 2 (summer 1990): 20-24. For good conceptual frameworks, see Sheila D. Creth, "Creating a Virtual Information Organization: Collaborative Relationships between Libraries and Computing Centers," Journal of Library Administration 19 (1993): 111-32; eds. Anne G. Lipow et al, Building Partnerships: Computing and Library Professionals (Berkeley, Calif.: Library Solutions Pr., 1995). The latter also provides several case studies.
49. James M. Rosser and James I. Penrod, "Computing and Libraries: A Partnership Past Due," CAUSE/EFFECT 13, no. 2 (summer 1990): 20-24. For good conceptual frameworks, see Sheila D. Creth, "Creating a Virtual Information Organization: Collaborative Relationships between Libraries and Computing Centers," Journal of Library Administration 19 (1993): 111-32; eds. Anne G. Lipow et al, Building Partnerships: Computing and Library Professionals (Berkeley, Calif.: Library Solutions Pr., 1995). The latter also provides several case studies.
50. See, in particular, Jim Pepin's remarks in Richard Lacy, Chris Ferguson, and Jim Pepin, "Campus Partnering between Library and Computing Services: A Bottom-Up Evolutionary Model for Integrating Services," EDUCOM '95, Nov. 1995, Portland, Ore., transcribed at http://www-lib.usc.edu/Info/Leavey/campus_partnering.html, (June 1996).
51. Pescovitz, "Reality Check"; Cynthia N. James-Catalano, "Look to the Librarians," Internet World 7, no. 8 (Aug. 1996): 28-30; Bonnie A. Mardi et al, "Put a Good Librarian, Not Software, in the Driver's Seat," Christian Science Monitoy (June 4, 1996), 18.
52. Pescovitz, "Reality Check"; Cynthia N. James-Catalano, "Look to the Librarians," Internet World 7, no. 8 (Aug. 1996): 28-30; Bonnie A. Mardi et al, "Put a Good Librarian, Not Software, in the Driver's Seat," Christian Science Monitoy (June 4, 1996), 18.
53. Pescovitz, "Reality Check"; Cynthia N. James-Catalano, "Look to the Librarians," Internet World 7, no. 8 (Aug. 1996): 28-30; Bonnie A. Mardi et al, "Put a Good Librarian, Not Software, in the Driver's Seat," Christian Science Monitoy (June 4, 1996), 18.
54. Mardi et al, "Put a Good Librarian," 18.