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Discusses how technological developments in libraries have led to the emergence of new service paradigms. Reference services are receiving prime attention as librarians strategically position themselves to serve users who are entering the library both through the physical gateway and the electronic gateway. Recent trends in electronic libraries, with particular reference to academic libraries, point to the need to provide value‐added library services to support virtual communities in their access to, and use of the exploding body of electronic sources. Also discusses the dynamic nature of reference services in the context of rapidly changing technologies and heightened user expectations and explores the issues associated with planning virtual reference services in an academic environment. Outlines the service rationale, software and technology considerations taken by the Pennsylvania State University in planning towards on‐line, real‐time reference services and provides an overview of the planned pilot project. Includes a list of links to Web sites with useful resources as well as links to sites of some projects on virtual reference services.

Reference services have existed in public libraries for over 100 years but the level of collections and services differs from one type of library to another. Examines the organisation of reference activities at the Kwara State Public Library. Specifically investigates the status of the reference staff, organization of the collection, up‐to‐dateness, and categories of user. The study shows that inadequate funds are a major problem, while lack of professional staff at the reference library is also experienced. As a result the reference collection is becoming obsolete and unable to grow. Suggests steps the library could take to improve the situation.

This paper seeks to examine the impact of greater access to electronic information, both free and fee‐based, on reference enquiries.

The research methodology included an extensive literature review and interviews with reference services librarians both in Australia and overseas.

The assumption that greater internet access and use equal a decline in public and state library reference enquiries is not proven.

The paper concludes with a summary of trends, predictions and scenarios of usage of state and public library reference services in an increasingly electronic age, paying special attention and emphasis to the Australian environment.

This paper aims to examine whether relocating the reference desk closer to the main entrance has factored into increased reference activity at Regent University Library.

Statistics from 1992/1993 through 2007/2008 were examined to see whether gate counts and questions asked went up, down or remained steady.

Technology changes and user expectations have affected reference service at Regent University Library. Even though the number of patrons coming to the library has declined, the number of questions being asked through e‐mail and the telephone has risen slightly. Librarians have also seen an increase in students making appointments for extended assistance.

This case study examines the decline in gate counts and reference activity at one academic library during a period of enrollment growth. Changes to the layout and location of the reference desk resulted in an increase of in‐person reference transactions.

Evaluation of usage statistics documents the strong correlation between library visits and reference transactions. Both of these figures have dropped significantly during the past decade, and only recently have shown increases. Following the relocation of the reference desk, the library recorded increases in total reference questions and in‐person questions. There has been an increase in the proportion of questions received in‐person at the new location.

A case study covers the changing role of the reference desk at one academic library from a separate, free standing desk to a consolidated information commons model. Each stage in the development is discussed, with analysis of the impact on reference question activity and the effect of close proximity to the front door of the library.

Three possible scenarios for the future of reference services are described: outsourcing, the Web, and knowledge counseling. The ability to design reference services that users will continue to value in libraries of the future is limited by current professional reference practices. These limits are related to the failure to incorporate total quality management (TQM) principles into the design and practice of present day reference services. The following TQM principles are utilized to discuss the contrasts between TQM principles and current reference practices: focus on the customer, quality work the first time, strategic holistic approach to improvement, continuous improvement as a way of life, and mutual respect and teamwork. Finally, the roles that library organizations must fulfill to change the current professional culture are described.

The integration of the Internet has affected all functions of the library, particularly reference services. In the reference department, this integration has led to the utilisation of new tools and methods for providing information to library users. This study investigates the effect of the Internet on reference services in Malaysian academic libraries. The objective of the study was to find out how the integration of the Internet has affected reference professionals and services. The study also investigated respondents’ perceptions of the importance of the Internet in reference work. A total of 40 library professionals working in the reference department of nine Malaysian academic libraries participated in the study. Respondents felt that the Internet has contributed positively to reference work and has enhanced their effectiveness and efficiency. However, a majority of them disagreed that the Internet should completely replace traditional reference tools. Respondents also felt that reference librarians should possess good computing and Internet use skills for providing effective reference services.

The purpose of this article is to provide a perspective on the role of public computing in the daily operations of reference services at an academic library.

An overview of approaches to managing and supporting public computing workstations in academic libraries, in general, is provided. Specific aspects of operations at the University of Nebraska at Omaha Library are presented.

Challenges and opportunities associated with reference's role in providing support for technology are identified.

Other academic libraries may find this helpful as they consider the management and support required when providing public computing workstations to patrons.

This paper provides a public service perspective on managing technology in an academic library. Specifically, an alternative approach to other management models is highlighted using the University of Nebraska at Omaha Library as an example.

The purpose of this study was to get a baseline understanding of the state of reference services in urban public libraries in the United States.

The researchers surveyed all members of the Urban Libraries Council, a network of public library systems in urban centers across the country. The survey asked about their reference services, including how reference is offered, volume and types of questions and staff responsibilities. Participants were also asked how reference has changed in the past 5–10 years and what changes they anticipate in the future.

This study found that the vast majority of urban public libraries still maintain a physical reference desk, but most also offer reference services in other formats as well. Most libraries have seen numbers of reference questions decline. Reference staff members are engaged in instruction, programming and community outreach as well. Looking ahead, some libraries expect reference questions to continue to decline and demand for virtual services to increase.

Directors and reference staff of public libraries, especially those in urban and suburban settings, will find these results useful for benchmarking against their own experiences and for planning for future changes.

While discussions of changes in reference service and volumes of reference questions are plentiful, as are predictions of how these declines will impact reference services, there is little current research on the actual state of those services. This study fills a gap in the literature by providing a baseline overview of the reference services in urban public libraries.

Academic libraries are experiencing numerous changes in their services due to high demands for digital resources and changes in users’ information needs and expectations. Many academic library users give preferences to Google, Google Scholar and other search engines on the internet when they search for information. As reference transactions are decreasing in many academic institutions, this paper aims to investigate the continuing need for mediated reference services in the technology-driven environment in academic libraries.

The authors have conducted a literature review to document and analyze the current trends in reference services in academic libraries. They have examined the relevant published literature through a series of reflective questions to determine whether the demise of mediated reference services is imminent in academic libraries. While this literature review is by no means an exhaustive one, the authors have provided a fairly comprehensive representation of articles to synthesize an overview of the history, evolution, and current trends of reference services in academic libraries.

This paper clearly demonstrates the importance of human-mediated reference services in academic libraries. It reinforces the need for skilled, knowledgeable professional librarians to provide effective and efficient reference services in a digital environment.

This paper provides a comprehensive overview of current trends in reference services in academic libraries and analyzes the merits and demerits of these trends to establish the need for mediated reference services in academic libraries. The arguments used in this paper will be useful for library and informational professionals as validation for the need to hire skilled, knowledgeable reference librarians to provide reference services in a digital environment.

This paper critically looks at the current trends and practices in reference services through the published literature to determine the future need for mediated reference services in academic libraries. It offers important insights to demonstrate why professional librarians’ skills, knowledge and expertise are essential to provide efficient reference services in the digital age.

THE National Reference Library of Science and Invention may be said to be devoted to three R's— reference, research and referral. The purpose of this article is to illustrate this theme, with a picture of the services and activi‐ties of the Library, and to indicate when it can be of help to other libraries. However, it is necessary first to outline briefly the origins and present stage of development of the Library, for despite the amount of publicity it has had, the NRLSI remains relatively little known or little understood compared with the other library departments of the British Museum.