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The purpose of this study is to explore linguistic stylometric patterns encompassing lexical, syntactic, structural, sentiment and politeness features that are found in librarians’ responses to user queries.

A total of 462 online texts/transcripts comprising answers of librarians to users’ questions drawn from the Internet Public Library were examined. A Principal Component Analysis, which is a data reduction technique, was conducted on the texts and transcripts. Data analysis illustrates the three principal components that predominantly occur in librarians’ answers: stylometric richness, stylometric brevity and interpersonal support.

The results of the study have important implications in digital information services because stylometric features such as lexical richness, structural clarity and interpersonal support may interplay with the degree of complexity of user queries, the (a)synchronous communication mode, application of information service guideline and manuals and overall characteristics and quality of a given digital information service. Such interplay may bring forth a direct impact on user perceptions and satisfaction regarding interaction with librarians and the information service received through the computer-mediated communication channel.

To the best of the authors’ knowledge, the stylometric features encompassing lexical, syntactic, structural, sentiment and politeness using Principal Component Analysis have not been explored in digital information/reference services. Thus, there is an emergent need to explore more fully how linguistic stylometric features interplay with the types of user queries, the asynchronous online communication mode, application of information service guidelines and the quality of a particular digital information service.

This study aims to discuss the creation and development of China’s National Science and Technology Library (NSTL), provide an overview of the information services it provides for sci-tech researchers throughout the People’s Republic of China, and highlight the leading role it plays in fostering scientific innovation in China.

The author uses a case study approach based on his own professional experience at the NSTL.

The NSTL offers a wide variety of information, reference and document delivery services for sci-tech researchers in China.

The NSTL plays a leading role in the provision and innovation of such services, and as such has a direct and positive impact on the quality of scientific research and innovation in China.

The purpose of this paper is to explore the nature of customer service in the academic library setting and ways in which its management can be best approached in the electronic environment.

The study adopts a two‐phase methodology. First is a content analysis of the literature on customer service in libraries, focusing on electronic services, to identify main issues and strategies being used to address customer issues. This is followed by a qualitative data‐gathering approach to explore user perspectives on the quality of electronic services, focusing on customer service.

The findings reveal that the concerns of library customers in the web environment are similar to those in the traditional library environment. They are concerned about receiving online help for technical problems and also help to search and use information. Reference services are still highly in demand with an emphasis on the characteristics of the online librarian. Another major need is the ability to give feedback and receive a quick response from the library.

The study is limited to web‐based library customer service quality as perceived by postgraduate students at four research universities. Thus, it cannot be generalized to the whole academic library's clientele views, though it is applicable to electronic library services at other institutions. The subjectivity of the researchers' interpretations of qualitative data are also acknowledged.

This paper will be helpful to academic libraries in managing the quality of electronic library services by focusing on what the customers require and deem important. This study contributes to the growing body of knowledge on electronic customer services in academic libraries.

This study contributes to the shortage of studies on the perceived quality of library electronic library services, as is evident in the literature.

Changes in the US healthcare system in the past 20 years have meant increasing pressure on consumers to find their own healthcare information. Their search, amid an ever‐widening array of information resources, has profound implications for library reference services. A recent study of 350 public librarians in Michigan is, to date, the only investigation of librarian practices in health information provision in a large region of the USA. Examines services, queries, problems, librarian training and health collection resources. The findings have special meaning for academic librarians as they delineate their unique role in the health information system and, with public librarians, seek to devise effective means for responsive library service in today’s competitive health information resources environment.

The purpose of this paper is to present the current status of digital reference services (DRS) among selected academic libraries in the Philippines – the University Library of the University of the Philippines Diliman, the Rizal Library of the Ateneo de Manila University and the University Library of the De La Salle University Manila – by figuring out how information service is provided using instant messaging (IM) and social networking sites.

A survey was conducted to examine the nature, practice and impact of DRS and to ascertain users' preferences and level of awareness of the availability of Ask‐a‐Librarian – an information service offered through IM, and the Facebook fan page of the university libraries under study.

Interestingly, the findings reveal that the full potential of Reference 2.0 has not yet been maximized. When it comes to reference services in academic libraries, students and faculty members have chosen to go online: Ask‐a‐Librarian, web forms, e‐mail and Facebook. A significant increase in the number of reference transaction was observed after integrating Web 2.0 and digital reference tools to its information services. IM and Facebook were found to be the most useful tools in finding relevant information. A majority of the queries received were brief and factual information inquiries and questions on how to use online databases.

The paper further explores the different aspects of IM and Facebook reference service: statistics, content of the questions and quality of the answers, reference interview, and the user's awareness and preferences. The results of this study may prescribe practices integrating Web 2.0 applications to beef up reference service, in which academic librarians in the Philippines may benchmark.

This paper is the first systematic evaluation of the nature and practice of Reference 2.0 in the Philippine setting; it makes a valuable contribution that could boost academic libraries in the country as they endeavor to provide world‐class service to many.

The purpose of this paper is to provide a selected bibliography of recent resources on library instruction and information literacy.

The paper introduces and annotates periodical articles, monographs, and audiovisual material examining library instruction and information literacy.

Information is provided about each source, and the paper discusses the characteristics of current scholarship, and describes sources that contain unique scholarly contributions and quality reproductions.

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

The purpose of this paper is to explore the possibilities of prioritizing tasks, actual sharing of libraries, collaboration policies and the directions via quantifying the relative importance of services for each value based on users’ perceptions observed from in-depth analysis of the investigation results. Through this, the study expects that libraries will provide high – level the sharing economy services, reflecting users’ needs.

This study surveyed public library users across the country have through the survey method and Analytic Hierarchy Process (AHP) method to examine the perceptions of users on the roles of libraries in the sharing economy’s environment to deduce the directions and priorities to activate the roles and functions of libraries in the era of the sharing economy.

The research results are as follow: first, public library users’ awareness of the concept of the sharing economy was low, but they observed a relation between the two concepts after understanding the concept of the sharing economy. Second, The users’ personal characteristics were observed to mostly affect knowledge information service, experience talent sharing, material sharing and space sharing. Lastly, the study sought to identify the relative importance (preference) of various library services which pursue the value of the sharing economy through AHP analysis method. The values of the sharing economy were preferred in the order of social>economic>technical>relational values which can be enumerated to convenience>knowledge>space>education>contents>new technology>experienced talent>object>network.

This study has a great significance in that it analyzed actual library users’ perceptions on the concept of the sharing economy and the functions and roles of libraries in the era of the sharing economy from a multifaceted angle. In addition, this study carries an important meaning as it provided an opportunity to vitalize libraries and explored the measures to actualize the roles of libraries in tandem with the environment of the sharing economy by recognizing the values of libraries based on the new concepts and values of the sharing economy and presenting the functions and roles of the libraries from the aspects of the sharing economy.

The purpose of this study is to explore the construction pattern and the difficulties for China to develop virtual reference services (VRS).

The paper first analyzes the definition and features of the digital library, and is followed by an introduction to the development of VRS in China. Through literature search and checking web sites, some 400 documents in CNKI have been analysed on VRS from the period of January, 1990 to June, 2005, and the situation in developing VRS and problems existing in the course of doing it in China have been summarized. On the basis of connecting theory and practice on VRS, the paper provides general tactics on how to develop VRS for libraries in China.

There are some problems existing for China to develop VRS, namely shortage of funds, the information poor, the digital divide, restrictions of information infrastructure, library management, shortage of technical knowledge and user training. The paper projects what may be needed for China to continue its development of VRS in the future. There is a need for appropriate infrastructures, strategies and mechanisms to be established in order to support the diffusion of VRS principles throughout China.

This paper provides some observations and insights on the design and development of VRS in China. It suggests that decision makers in government agencies need to understand the existing gaps in VRS in China. Constructive suggestions are made for China to construct VRS and improve the service level.