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Abstract

Reports research, conducted on the UTLink online catalogue at Toronto University Library, aimed at examining the provision of library staff assistance to users of OPACs. The study identified a significant change in the demand for service when there was a change from offering traditional 'from the desk' help to 'point of use' help at the OPAC terminals. The kind of help most given by librarians was procedural: a frequent problem being how to deal with information overload. Results suggest that while it is important to continue to improve the technology there remains an ongoing need for human support. Research into human help is supportive of library practice, which values the provision of high quality services to users who are not yet self sufficient on OPACs

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Abstract

Reports results of a qualitative study of the concept of quality as it applies to reference service in an academic library. The study explicates the dimensions of quality service and points to the interconnectedness and interdependence of these dimensions. Time and morale were found to provide the essential environment content for quality service. These critical dimensions require highly competent management, and they have impact on the knowledge and willingness of the reference librarian, an the process of assessment and action, and on the partnership between user and librarian. Discusses the implications for management, as effective management involves a holistic understanding of the complex nature of connections among the dimensions of qulity service