Changing reference service environment: A review of perspectives from managers, librarians, and users

Journal of Academic Librarianship

Volumn 25, Issue 3, 1999, Pages 178-186

  Rieh, Soo Young ^a  

^a RUTGERS UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0033130187     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(99)80197-9     Document Type: Article

References (92)

1. Chris D. Ferguson & Charles A. Bunge, "The shape of services to come: Value-based reference service for the largely digital library," College & Research Libraries 58 (1997): 252-265.
2. Kerryn A. Brandt, Jayne M. Campbell, & Willard F. Bryant, Jr., "Reflections on reference services," Journal of American Society for Information Science 47 (1996): 210-216; Carol Hammond, "Information and research support services: The reference librarian and the information professional," The Reference Librarian 37 (1992): 91-104; Virginia Massey-Burzio, "Reference encounters of a different kind: A symposium," Journal of Academic Librarianship 18 (1992): 276-279; Jerry D. Campbell, "Shaking the conceptual foundations of reference: A perspective," Reference Services Review 20 (4) (1992): 29-36; Keith Ewing & Robert Hauptman, "Is traditional reference service obsolete?" Journal of Academic Librarianship 21 (1995): 3-6; William L. Whitson, "Differentiated service: A new reference model," Journal of Academic Librarianship 21(1995): 103-110.
3. Kerryn A. Brandt, Jayne M. Campbell, & Willard F. Bryant, Jr., "Reflections on reference services," Journal of American Society for Information Science 47 (1996): 210-216; Carol Hammond, "Information and research support services: The reference librarian and the information professional," The Reference Librarian 37 (1992): 91-104; Virginia Massey-Burzio, "Reference encounters of a different kind: A symposium," Journal of Academic Librarianship 18 (1992): 276-279; Jerry D. Campbell, "Shaking the conceptual foundations of reference: A perspective," Reference Services Review 20 (4) (1992): 29-36; Keith Ewing & Robert Hauptman, "Is traditional reference service obsolete?" Journal of Academic Librarianship 21 (1995): 3-6; William L. Whitson, "Differentiated service: A new reference model," Journal of Academic Librarianship 21(1995): 103-110.
4. Kerryn A. Brandt, Jayne M. Campbell, & Willard F. Bryant, Jr., "Reflections on reference services," Journal of American Society for Information Science 47 (1996): 210-216; Carol Hammond, "Information and research support services: The reference librarian and the information professional," The Reference Librarian 37 (1992): 91-104; Virginia Massey-Burzio, "Reference encounters of a different kind: A symposium," Journal of Academic Librarianship 18 (1992): 276-279; Jerry D. Campbell, "Shaking the conceptual foundations of reference: A perspective," Reference Services Review 20 (4) (1992): 29-36; Keith Ewing & Robert Hauptman, "Is traditional reference service obsolete?" Journal of Academic Librarianship 21 (1995): 3-6; William L. Whitson, "Differentiated service: A new reference model," Journal of Academic Librarianship 21(1995): 103-110.
5. Kerryn A. Brandt, Jayne M. Campbell, & Willard F. Bryant, Jr., "Reflections on reference services," Journal of American Society for Information Science 47 (1996): 210-216; Carol Hammond, "Information and research support services: The reference librarian and the information professional," The Reference Librarian 37 (1992): 91-104; Virginia Massey-Burzio, "Reference encounters of a different kind: A symposium," Journal of Academic Librarianship 18 (1992): 276-279; Jerry D. Campbell, "Shaking the conceptual foundations of reference: A perspective," Reference Services Review 20 (4) (1992): 29-36; Keith Ewing & Robert Hauptman, "Is traditional reference service obsolete?" Journal of Academic Librarianship 21 (1995): 3-6; William L. Whitson, "Differentiated service: A new reference model," Journal of Academic Librarianship 21(1995): 103-110.
6. Kerryn A. Brandt, Jayne M. Campbell, & Willard F. Bryant, Jr., "Reflections on reference services," Journal of American Society for Information Science 47 (1996): 210-216; Carol Hammond, "Information and research support services: The reference librarian and the information professional," The Reference Librarian 37 (1992): 91-104; Virginia Massey-Burzio, "Reference encounters of a different kind: A symposium," Journal of Academic Librarianship 18 (1992): 276-279; Jerry D. Campbell, "Shaking the conceptual foundations of reference: A perspective," Reference Services Review 20 (4) (1992): 29-36; Keith Ewing & Robert Hauptman, "Is traditional reference service obsolete?" Journal of Academic Librarianship 21 (1995): 3-6; William L. Whitson, "Differentiated service: A new reference model," Journal of Academic Librarianship 21(1995): 103-110.
7. Kerryn A. Brandt, Jayne M. Campbell, & Willard F. Bryant, Jr., "Reflections on reference services," Journal of American Society for Information Science 47 (1996): 210-216; Carol Hammond, "Information and research support services: The reference librarian and the information professional," The Reference Librarian 37 (1992): 91-104; Virginia Massey-Burzio, "Reference encounters of a different kind: A symposium," Journal of Academic Librarianship 18 (1992): 276-279; Jerry D. Campbell, "Shaking the conceptual foundations of reference: A perspective," Reference Services Review 20 (4) (1992): 29-36; Keith Ewing & Robert Hauptman, "Is traditional reference service obsolete?" Journal of Academic Librarianship 21 (1995): 3-6; William L. Whitson, "Differentiated service: A new reference model," Journal of Academic Librarianship 21(1995): 103-110.
8. Beth S. Woodard, "The effectiveness of an information desk staffed by graduate students and nonprofessionals," College & Research Libraries 50 (1989): 455-467.
9. Constance Miller & James Rettig, "Reference obsolescence," RQ 25 (1985): 52-58.
10. Ferguson & Bunge, "The Shape of Services," p. 254.
11. Thelma Freides, "Current trends in academic libraries," Library Trends 31 (1983): 457-474.
12. Joan C. Durrance, "Factors that influence reference success: What makes questioners willing to return?," The Reference Librarian 49/50 (1995): 243-265.
13. Whitson, "Differentiated Service," pp. 103-110.
14. Association of Research Libraries, Information Desks in Libraries (Spec Kit 172) (Washington D.C.: Association of Research Libraries, 1991).
15. Massey-Burzio, "Reference Encounters," p. 278.
16. Brandt, Campbell, & Bryant, Jr., "Reflections on Reference Services," pp. 210-216.
17. Hammond, "Information and Research Support," pp. 91-104.
18. Ibid., p. 95.
19. James Rettig, "Islands in a sea of change," in Rethinking Reference in Academic Libraries, edited by Ann Grodzins Lipow (Berkeley, CA: Library Solutions Press, 1993), pp. 77-84.
20. Whitson, "Differentiated Service," pp. 103-110.
21. Ewing & Hauptman, "Reference Service Obsolete," p. 3.
22. Ibid., p. 3.
23. Campbell, "Shaking the Conceptual Foundations," pp. 29-36.
24. Ibid., p. 32.
25. Larry R. Oberg et al., "The role, status, and working conditions of paraprofessionals: A national survey of academic libraries," College & Research Libraries 53 (1992): 215-238. The carnegie sample indicates the institutions chosen from the Carnegie Foundations' A Classification of Institutions of Higher Education (1987). The ARL sample indicates the members of the Association of Research Libraries (ARL) are in the United States and Canada. There is no overlap between the samples.
26. Ibid., pp. 215-238.
27. Woodard, "The Effectiveness of an Information Desk," pp. 455-467.
28. Marjorie E. Murfin & Charles A. Bunge, "Paraprofessionals at the reference desk," Journal of Academic Librarianship 14 (1988): 10-14.
29. Patricia A. Kreitz & Annegret Ogden, "Job responsibilities and job satisfaction at the University of California libraries," College & Research Libraries 51 (1990): 297-312.
30. Duncan Smith & Robert Burgin, "The motivations of professional and paraprofessional librarians for participating in continuing education programs," Library & Information Science Research 13 (1991): 405-429.
31. Anne Goulding, Managing Change for Library Support Staff (Aldershot, England: Avebury, 1996).
32. Ibid., p. 135.
33. Jo Bell Whitlatch, The Role of the Academic Reference Librarian (New York: Greenwood Press, 1990).
34. Goulding, Managing Change.
35. Barbara Lowther Shipman, Diance G. Schwartz, & Sandra C. Dow, "End user searching and new roles for librarians," Medical Reference Services Quarterly 11 (1992): 1-16 ; Carol Tenopir & Ralf Neufang, "The impact of electronic reference on reference librarians," Online 16 (March 1992): 54-60.
36. Barbara Lowther Shipman, Diance G. Schwartz, & Sandra C. Dow, "End user searching and new roles for librarians," Medical Reference Services Quarterly 11 (1992): 1-16 ; Carol Tenopir & Ralf Neufang, "The impact of electronic reference on reference librarians," Online 16 (March 1992): 54-60.
37. Charles Bunge, "Potential and reality at the reference desk: Reflections on a return to the field," Journal of Academic Librarianship 10 (1984): 128-133; John J. Kupersmith, "Technostress and the reference librarian," Reference Services Review 20 (1992): 7-8.
38. Charles Bunge, "Potential and reality at the reference desk: Reflections on a return to the field," Journal of Academic Librarianship 10 (1984): 128-133; John J. Kupersmith, "Technostress and the reference librarian," Reference Services Review 20 (1992): 7-8.
39. Mary Lynn Rice-Lively & J. Drew Racine, "The role of academic librarians in the era of information technology," Journal of Academic Librarianship 23 (1997): 37.
40. Tenopir & Neufang, "The Impact of Electronic Reference."
41. Janette S. Caputo, Stress and Burnout in Library Service (Phoenix, AZ: Oryx Press, 1991).
42. Bunge, "Potential and Reality," p. 129.
43. Mary Ann Affleck, "Burnout among bibliographic instruction librarians," Library & Information Science Research 18 (1996): 165-183.
44. David P. Fisher, "Are librarians burning out?," Journal of Librarianship 22 (1990): 216-235.
45. Larry R. Oberg, "The emergence of the paraprofessional in academic libraries: Perceptions and realities," College & Research Libraries 53 (1992): 99-112.
46. Ibid., p. 100.
47. Ibid.
48. Brian Nielsen, "Teacher or intermediary: Alternative profession models in the information age," College & Research Libraries 43 (1982): 183-191; Brian Nielsen, "The role of the public services librarian: The new revolution," in Rethinking the Library in the Information Age. Volume II (Washington, D.C.: U. S. Department of Education, 1988), pp. 179-200.
49. Brian Nielsen, "Teacher or intermediary: Alternative profession models in the information age," College & Research Libraries 43 (1982): 183-191; Brian Nielsen, "The role of the public services librarian: The new revolution," in Rethinking the Library in the Information Age. Volume II (Washington, D.C.: U. S. Department of Education, 1988), pp. 179-200.
50. Nielsen, "Teacher or Intermediary," pp. 184-185.
51. Freides, "Current Trends," pp. 457-474.
52. Thomas A. Childers & Nancy A. Van House, What's Good?: Describing Your Public Library's Effectiveness (Chicago: American Library Association, 1993).
53. Robert S. Taylor, "Question-negotiation and information seeking in libraries," College & Research Libraries 29 (1968): 180.
54. Ibid., p. 183.
55. N. J. Belkin, R. N. Oddy, & H. M. Brooks, "ASK for information retrieval. Parts I and II," Journal of Documentation 38 (1982): 61-71; 145-164.
56. Brenda Dervin, "Useful theory for librarianship: Communication, not information," Drexel Library Quarterly 13(3) (1977): 16-32; Brenda Dervin & Michael Nilan, "Information needs and uses," Annual Review of Information Science and Technology 21 (1986): 3-33.
57. Brenda Dervin, "Useful theory for librarianship: Communication, not information," Drexel Library Quarterly 13(3) (1977): 16-32; Brenda Dervin & Michael Nilan, "Information needs and uses," Annual Review of Information Science and Technology 21 (1986): 3-33.
58. Dervin, "Useful Theory," p. 29.
59. Carol C. Kuhlthau, Seeking Meaning: A Process Approach to Library and Information Services (Norwood, NJ: Ablex, 1993).
60. Ibid., p. 111.
61. Ruth C. T. Morris, "User-centered library service," Journal of American Society for Information Science 45 (1994): 20-30.
62. Ibid., p. 27.
63. Joan C. Durrance, "Reference success: Does the 55 percent rule tell the whole story?," Library Journal 114 (April 15, 1989): 31-36; Durrance, "Factors That Influence Reference Success," pp. 243-265; Patricia Dewdney & Catherine S. Ross, "Flying a light aircraft: Reference service evaluation from a user's viewpoint," RQ 34 (1994): 217-230; Patricia Dewdney & Gillian Michell, "Oranges and peaches: Understanding communication accidents in the reference interview," RQ 35 (1996): 520-536; Patricia Dewdney & Gillian Michell, "Asking "why" questions in the reference interview: A theoretical justification," Library Quarterly 67 (1997): 50-71.
64. Joan C. Durrance, "Reference success: Does the 55 percent rule tell the whole story?," Library Journal 114 (April 15, 1989): 31-36; Durrance, "Factors That Influence Reference Success," pp. 243-265; Patricia Dewdney & Catherine S. Ross, "Flying a light aircraft: Reference service evaluation from a user's viewpoint," RQ 34 (1994): 217-230; Patricia Dewdney & Gillian Michell, "Oranges and peaches: Understanding communication accidents in the reference interview," RQ 35 (1996): 520-536; Patricia Dewdney & Gillian Michell, "Asking "why" questions in the reference interview: A theoretical justification," Library Quarterly 67 (1997): 50-71.
65. Joan C. Durrance, "Reference success: Does the 55 percent rule tell the whole story?," Library Journal 114 (April 15, 1989): 31-36; Durrance, "Factors That Influence Reference Success," pp. 243-265; Patricia Dewdney & Catherine S. Ross, "Flying a light aircraft: Reference service evaluation from a user's viewpoint," RQ 34 (1994): 217-230; Patricia Dewdney & Gillian Michell, "Oranges and peaches: Understanding communication accidents in the reference interview," RQ 35 (1996): 520-536; Patricia Dewdney & Gillian Michell, "Asking "why" questions in the reference interview: A theoretical justification," Library Quarterly 67 (1997): 50-71.
66. Joan C. Durrance, "Reference success: Does the 55 percent rule tell the whole story?," Library Journal 114 (April 15, 1989): 31-36; Durrance, "Factors That Influence Reference Success," pp. 243-265; Patricia Dewdney & Catherine S. Ross, "Flying a light aircraft: Reference service evaluation from a user's viewpoint," RQ 34 (1994): 217-230; Patricia Dewdney & Gillian Michell, "Oranges and peaches: Understanding communication accidents in the reference interview," RQ 35 (1996): 520-536; Patricia Dewdney & Gillian Michell, "Asking "why" questions in the reference interview: A theoretical justification," Library Quarterly 67 (1997): 50-71.
67. Joan C. Durrance, "Reference success: Does the 55 percent rule tell the whole story?," Library Journal 114 (April 15, 1989): 31-36; Durrance, "Factors That Influence Reference Success," pp. 243-265; Patricia Dewdney & Catherine S. Ross, "Flying a light aircraft: Reference service evaluation from a user's viewpoint," RQ 34 (1994): 217-230; Patricia Dewdney & Gillian Michell, "Oranges and peaches: Understanding communication accidents in the reference interview," RQ 35 (1996): 520-536; Patricia Dewdney & Gillian Michell, "Asking "why" questions in the reference interview: A theoretical justification," Library Quarterly 67 (1997): 50-71.
68. Durrance, "Reference Success," pp. 31-36.
69. Dewdney & Ross, "Flying a Light Aircraft," pp. 217-230.
70. Dewdney & Michell, "Oranges and Peaches," pp. 520-536.
71. Dewdney & Michell, "Asking 'Why' Questions," pp. 50-71.
72. Virginia Massey-Burzio, "From the other side of the reference desk: A focus group study," Journal of Academic Librarianship 24 (1998): 208-215.
73. Soo Young Rieh, "User-computer-librarian interaction in end-user online searching," Proceedings of the 19th National Online Meeting (May 1998), pp. 317-327.
74. Anita R. Schiller, "Reference service: Instruction or information," Library Quarterly 35 (1965): 64.
75. Brian Nielsen, "Online searching and the deprofessionalization of librarianship," Online Review 4 (1980): 215-224.
76. Richard Biddiscombe, "The changing role of the reference librarian," in The End-user Revolution: CD-ROM, Internet and the Changing Role of the Information Professional, edited by Richard Biddiscombe (London: Library Association, 1996), pp. 79-95.
77. Peter Hernon & Ellen Altman, Assessing Service Quality: Satisfying the Expectations of Library Customers (Chicago: American Library Association, 1998); Peter Hernon & Ellen Altman, Service Quality in Academic Libraries (Norwood, NJ: Ablex, 1996); Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190.
78. Peter Hernon & Ellen Altman, Assessing Service Quality: Satisfying the Expectations of Library Customers (Chicago: American Library Association, 1998); Peter Hernon & Ellen Altman, Service Quality in Academic Libraries (Norwood, NJ: Ablex, 1996); Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190.
79. Peter Hernon & Ellen Altman, Assessing Service Quality: Satisfying the Expectations of Library Customers (Chicago: American Library Association, 1998); Peter Hernon & Ellen Altman, Service Quality in Academic Libraries (Norwood, NJ: Ablex, 1996); Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190.
80. Nitecki, "Concept and Measure of Service Quality," p. 182.
81. Peter Hernon & Ellen Altman, Assessing Service Quality.
82. Kuhlthau, Seeking Meaning, p. 168.
83. Robert R. Burkhardt, "A role transformed?: Technology's challenge for job responsibilities of the reference librarian," Advances in Library Administration and Organization 14 (1996): 125-190.
84. Rice-Lively & Racine, "The Role of Academic Librarians," pp. 31-41.
85. Benjamin O. Alafiatayo, Yau J. Yip, & John C. P. Blunden-Ellis, "Reference transaction and the nature of the process for general reference assistance," Library & Information Science Research 18 (1996): 367.
86. Ibid., p. 371
87. Buckhardt, "A Role Transformed?;" Rice-Lively & Racine, "The Role of Academic Librarians;" Alafiatayo et al., "Reference Transaction."
88. Buckhardt, "A Role Transformed?;" Rice-Lively & Racine, "The Role of Academic Librarians;" Alafiatayo et al., "Reference Transaction."
89. Buckhardt, "A Role Transformed?;" Rice-Lively & Racine, "The Role of Academic Librarians;" Alafiatayo et al., "Reference Transaction."
90. Kuhlthau, Seeking Meaning.
91. Rieh, "User-computer-librarian Interaction."
92. Massey-Burzio, "Other Side of the Reference Desk."