For reference:
Last Year's Teleconference

Copyright

Baird, Diane N.; Hallett, Karin Schreier.
"Copyright Issues in Libraries: an introduction."
Tennessee Librarian 50 (Spring 1999): 4-25.
Readable analysis of the copyright issues in libraries. Very useful primer.

Balas, Janet.
"The Laws, They are a-changin'."
Computers in Libraries 22 (May 2002): 42.
Points to sources of copyright information useful to and designed for librarians.

Clark, Charles.
"The Tortuous Journey to Netlaw: a layman's guide."
Logos 11 (2000): 79-85.
Accessible, interesting examination of the development of a key copyright concern.

Martins, Cristine.; Martins, Sophia.
"Electronic Copyright in a Shrinking World."
Computers in Libraries 22 (May 2002): 28-31
Reviews the basics of copyright, recent changes in the law, and the implications for libraries. In addition, the European copyright laws are compared to those of the United States.

Pike, George H.
"The Delicate Dance of
Database Licenses, Copyright and Fair Use."
Computers in Libraries 22(May 2002): 12-14, 63-4.
Examines "Fair Use" and what it means for the reference staff in the electronic environment.

Virtual Reference

Bernie Sloan's Digital Reference Pages
http://alexia.lis.uiuc.edu/~b-sloan/bernie.htm
This is a very comprehensive site for all things Digital Reference. A great place to begin a study of the issues of Digital Reference, and one to visit often to stay current.

Virtual Reference Toolkit
http://www.vrtoolkit.net
Has a software demo and a Virtual Reference Toolkit tour. For those who would like to see a demo of a virtual reference product.

Library Science Education and Library Staffing

Chandler, Yvonne J.
" Reference in Library and Information Science Education."
Library Trends 50 (Fall 2001): 245-62.
Thorough examination of the needs and trends in Information Science Education

Ciccone, Karen.
"Virtual Reference, Today and Tomorrow: Guest Editorial"
Library and Information Technology Association. 15 October 2002.
http://www.lita.org/ital/2003_editorial.html
The evolution and resulting challenges of the new reference models are discussed. Librarians must be trained to adapt.

Lenzini, Rebecca T. "The Graying of the Library Profession."
Searcher July/August 2002:10.
http://www.infotoday.com/searcher/jul02/lenzini.htm
A survey of the profession's library associations gives their responses and reactions to the increasing depletion of the librarian ranks.

Lipow, Anne Grodzins.
"Point-of-Need Reference Service: No Longer an Afterthought."
Rusa Forums. 15 October 2002.
http://www.ala.org/rusa/forums/lipow.pdf
Illustrates how the library of the future can remain integral to its community. In addition, the role and purpose of the reference librarian at present and the in the future is examined.

Tenopir, Carol.
"Educating Tomorrow's Information Professionals Today."
Searcher July/August 2002:10
http://www.infotoday.com/searcher/jul02/tenopir.htm
Librarianship has more positions outside of the traditional library setting. This article outlines the resulting challenges facing the country's ALA-accredited schools: keeping new recruits coming while simultaneously preparing them for a changing LIS backdrop

Future of Reference

Coffman, Steve.
"Distance Education and Virtual Reference: Where Are We Headed?"
Computer in Libraries April 2001:21.
http://www.infotoday.com/cilmag/apr01/coffman.htm
As distance education becomes a more viable and accessible learning modality, the methods and tools of librarianship also evolve. An exploration of the tools and methods for delivering distance reference service.

Coffman, Steve.
"We'll take it from here: Further developments we'd like to see in virtual reference software."
Information Technology & Libraries 20, no. 3 (Sep 2001): p. 149-153.
This is a manifesto about why libraries should have a greater role in the design of reference software. Very interesting reading.

Janes, Joseph.
"What is Reference For?"
Rusa Forums. 15 October 2002.
http://www.ala.org/rusa/forums/janes_forum.html
This is a provocative look back to allow an informed look forward. What is reference for? Well that depends on who you ask and when.

Rettig, James.
"Technology, Cluelessness, Anthropology, and the Memex: The Future of Academic Reference Service."
Rusa Forums. 15 October 2002.
http://www.ala.org/rusa/forums/rettig_forum.html
Skillfully examines the reference librarian's place in the new information landscape.

Tyckoson, David A.
"What is the best model of reference service?"
Library Trends v. 50 no2 (Fall 2001) p. 183-96.
Examines the core functions and values that are common to all eference models.

Library Use

Fister, Barbara.
"Fear of Reference." Chronicle of Higher Education.15 October 2002.
http://www.gustavus.edu/~fister/FearofReference.html
Examines the reasons that students avoid the reference desk, and the methods that may bring them back.

Simmonds, Patience L.; Andaleeb, Syed Saad.
"Usage of Academic Libraries: The Role of Service Quality, Resources, and User Characteristics."
Library Trends 49 (Spring 2001): 626-34
Discusses methods to make the reference desk the "heart of the learning community" once again.

Methods for Training Personnel

Brandt, D. Scott.
"Writing a Library Training Policy."
Computers in Libraries 22 (June 2002): 37-39
A realistic approach to a very real need.

O'Hanlon, Sean.; Phillips, Ann.
"Benchmarks for the Future."
Illinois Libraries 81 (Spring 1999): 99-103
Examines the efforts of one library to train the staff to be technology literate. Outlines how one library made training a priority, and a success.

Library Promotion and Marketing

Barber, Peggy.; Wallace, Linda.
"10 Tips for Marketing Virtual Reference Services (VRS)."
Library Media and PR 10 October 2002.
http://www.ssdesign.com/librarypr/
The 10 commandments of marketing Virtual Reference Service.

Hoag, Tara J.; Cichanowicz.; McCafferery, Edana.
"Going Prime Time with Live Chat Reference."
Computers in Libraries 21(Sept.2001): 40-44.
How one library promoted their new reference service with an analysis of their efforts. Extremely helpful advice.

Library Media and PR
http://www.ssdesign.com/librarypr/
Many, many ideas for library marketing. Includes seasonal ideas.

Shamel, Cynthia.
"Building a Brand: Got a Librarian?"
Searcher July/August 2002: 10.
http://www.infotoday.com/searcher/jul02/shamel.htm
Examines the lack of visibility of librarians as valuable information professionals. Offers ideas on how to market the library profession and its resources.

Sources for Reference Service Evaluation

Everyone who works in a library is aware of the changes that have occurred at the reference desk in the last decade. We have all experienced a decrease in questions asked, and an increase in the complexity of the questions that we do receive. Many of us have attempted to help patrons whose cell phones were breaking up as they posed those important questions. We have all encountered the patron who knows that anything of value is on the "Web." In addition to the changes in face-to-face reference, many libraries are adding electronic reference to their services. In short, it seems as if reference in all of its formats is evolving and changing, in some cases with alarming speed.

Because this is true, evaluating the existing services in order to plan for the future of the library's reference service remains a priority. Evaluation can yield the information necessary to intelligently assess the effectiveness of the reference staff and services. The evaluation process allows the library staff to make decisions about the current reference services, the level of staff, the library facility, and the library's priorities for the future.

There are several methods that have become standard in the library evaluation process. Some work better than others, depending on what aspect of the reference department is being assessed. The reference collection, the types of questions asked, the reference interview, the physical space, and the individuals who make up the reference staff are all factors in the success of reference service in each library.

Evaluation is an effective tool in aiding libraries to know how the library is fulfilling its current mission, and in illuminating its future goals. The list attached represents some of the best information on the evaluation process. No matter what types of reference service that your library currently provides, you will find useful information on the evaluation process.

American Library Association. Reference Assessment Manual. Chicago: Pierian Press, 1995.
This is the standard manual on the evaluation process. The book has 15 chapters, each covering a different topic. There is an extensive bibliography included at the end of each topic.

Baker, Lynda M.; Field, Judith J. "Reference success: what has changed over the past ten years?" Public Libraries: 39(Jan./Feb. 2000): p23-7, 30.
This is an interesting overview of the results of an evaluation of the reference interview process. It offers lots of good information on the techniques that influenced the patron's satisfaction with the interview. The results are compared to some seminal studies of the previous decade.

Hernon, Peter and Charles R. McClure. Unobtrusive testing and Library Reference Services. New Jersey, Ablex Publishing, 1987.
A text on the use of unobtrusive testing to assist in developing staff skills and improving reference services.

Lankes, David R., John W. Collins III, and AbbyS.Kasowitz. Digital Reference Service in the New Millennium. New York: Neal-Schumann Publishers, 2000.
This book is a valuable resource for planning, implementing, and evaluating Digital Reference Service. These essays can be read independently or in sequence, and provide the reader with a thorough review of the issues and challenges of doing reference electronically.

McClure, Charles R., R. David Lankes, Melissa Gross, Beverly Choltco-Devlin. Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures. Syracuse: ERIC/IT Books, 2002.
Libraries are making Digital Reference a part of their reference service. As reference systems evolve and expand we must measure performance and assess quality. This book is written to do just that.

Norlin, Elaina." Reference evaluation: a three-step approach—surveys, unobtrusive observations, and focus groups." College & Research Libraries 61(Nov. 2000): 546-53
An instructive evaluation of the evaluation process at an academic library. Gives the reader a thorough understanding of how the process works. This is a very good source for learning about how the process works.

Thomsen, Elizabeth. Rethinking Reference. New York: Neal Schumann Publishing, 1999.
Offers a readable overview of the evolution of reference work, and the continuing changes that libraries face. Discusses the necessary skills of the reference librarian, and the opportunities that the electronic environments afford.

Richardson, John V. "Reference is better than we thought." Library Journal: 127 (Apr. 15 2002):41-2.
Finally some good news! This article identifies some of the problems with past evaluation theories of the reference process and the reasons that they didn't reveal the whole truth.

White, Herbert S. "Public library reference service—expectations and reality." Library Journal 124(June 15 1999): 56.
Explains why reference librarians are the best source for evaluating reference services in the public library. Provocative look at the expectations and realities of good service by the public and the staff.

Whitlatch, Agejo Bell. "Evaluating Reference Services in the Electronic Age." Library Trends: 50 (Fall 2001):207-17.
The evaluation of reference should still be based on the same principles used to evaluate traditional reference services and printed tools. Traditional research methods can be used effectively in an electronic environment.

Whitlach, Jo Bell. Evaluating Reference Service: A Practical Guide. Chicago: American Library Association, 2000.
This is an effective guide to the evaluation process. It offers an overview of needs and methods, gives useful examples, and has an extensive bibliography. By putting the evaluation process in its different contexts; this book is invaluable for negotiating the murky evaluation process.

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