The first section of this article reviews the literature on the changing face of reference, beginning with a discussion of the national decline in reference transactions, its causes, and the likelihood that online reference services might one day halt or reverse the decline. It then analyzes definitions of the term "reference," pointing to a…

Among specialized applications of the well-known SERVQUAL scale for measuring perceptions of service quality, the LibQUAL[superscript +[TM]] survey system has found widespread use in assessment of the quality of libraries. Three main dimensions of library quality have been identified: Information Control, Library as Place and Affect of Service.…

Working with younger staff and student employees can be a challenge for library supervisors in a multigenerational workplace. Because members of the Millennial Generation have different work expectations, managers need to adjust to best meet their needs. By surveying its five hundred student employees, Brigham Young University's Harold B. Lee…

Library use is strongly linked with student persistence in higher education, and Latino students have lower rates of academic library use and proficiency than other racial/ethnic groups of students. This study explores Latino undergraduate students' perceptions of the academic library and library staff and identifies the conditions which impede or…

This study documents the number and types of referrals to librarians by a paraprofessional staff member at an academic reference desk. Results indicate that over two semesters, only 7.4% of the reference desk transactions required referral to a librarian. From the results of this and other studies, the authors explore the expanded use of trained…

Job satisfaction was investigated at a South African university library undergoing change on many fronts. The study included 31 members of staff and the data were gathered via interviews/questionnaires, informed by standard HRM job satisfaction theory. The study found a "love-hate" relationship between respondents and their work. The key positive…

This study is a quantitative analysis of FTE staffing levels at academic libraries at 176 U.S. research universities between 2000 and 2008. Results showed that overall staffing levels at these libraries declined but that the average number of professional librarian FTE positions modestly increased. Other professional staff positions increased at a…

This study examined the management experience, preparation, and training possessed by middle managers in academic libraries through the analysis of survey results. The analysis showed both advances in middle management preparation over recent decades and room for improvement in several aspects of management development and training within the…

Surveys library directors in the Ontario Council of University Libraries consortium regarding weeding, last copy print archiving, and the role of the consortium. Responses reveal divergent opinions but an answer lies in partnerships. Cost remains an over-riding factor and the uncertainty of future budgets make commitment to long-term planning…

Joint-use libraries have identified staff integration as a problem. Using focus groups, this project investigated the culture, professional ethics, and attitudes of staff in a public-tertiary joint-use library in Auckland, New Zealand. Findings show some difference in organizational cultures, but more variation at the lower level of roles and…

The central argument of the article is that while the building, the collection and the staff were inseparably linked, in a digital environment these facets of the library are diverging. This divergence clouds the process of envisioning a future for the library, but, if properly defined, it is a source of clarity, which sheds light on strategic…

Many libraries have a disaster plan for collections and facilities, but few libraries have a plan to address the strategic or practical implications of multiple vacancies. Much has been written about the search process, but little about the considerations involved in multiple search situations.

Academic libraries in Japan are well resourced by international standards, and support Japan's internationally recognized research capability well, but there are also ways in which they reflect Japan's strong bureaucratic culture. Recent changes to the status of national university libraries have seen a new interest in customer service, and…

This article examines the current conceptualization of mentoring in academic libraries and argues that traditional hierarchical mentoring relationships are no longer sufficient for developing tomorrow's leaders. Drawing insights from the management and human resources development literature, it concludes that an expanded understanding of…

This study examines the characteristics of library information technology (IT) workers using a mail survey. The IT workers showed a moderate level of a sense of belonging, playing the broker's role, job autonomy, and job satisfaction. There were differences between librarian IT workers and non-librarian IT workers regarding most of these…