Library Users and Reference Services (Hardcover)

Contents Introduction

• ?Part I: Service, Economics, and Marketing
• Customer Service: Implications for Reference Practice
• On the Economics of Reference Service: Toward a Heuristic Model for an Uncertain World
• Marketing Reference Services
• Part II: Information Seeking Patterns: Academic Disciplines
• A Brave New World: User Studies in the Humanities Enter the Electronic Age
• ?Information Seeking Patterns: Social Sciences
• Scientists, Information Seeking, and Reference Services
• Part III: Information Seeking Patterns: Diverse Populations
• ?Library Services for Persons With Disabilities
• Ethnicity and Information Seeking
• Knowledge Gap, Information-Seeking, and the Poor
• A Matter of Focus: Reference Services for Older Adults
• Kids Count: Using Output Measures to Monitor Children’s Use of Reference Services
• Women Library Users and Library Users of Traditional Women’s Subjects
• Fee-Based Services: An Option for Meeting the Information Needs of the Business Community
• The Changing Instructional Paradigm and Emerging Technologies: New Opportunities for Reference Librarians and Educators
• ?Part IV: Measures of User Success
• Reference Accuracy
• Evaluation of Reference Service by User Report of Success
• Factors That Influence Reference Success: What Makes Questioners Willing to Return?
• Part V: Future
• Brave Newold World
• Index
• ?Reference Notes Included