Dewdney & Ross, “Flying a Light Aircraft” (1994)

-         early study of user satisfaction with reference transactions: folks not very satisfied

-         librarian’s behavior as important as the Right answer

-         through service reports, found that skills ref libs need are:

o       to be recognizable

o       to be pro-active

o       to conduct ref interviews

o       to monitor referrals

-         support and train staff to improve user satisfaction

R. David Lankes

- calls for librarians to be the “human intermediation” in computer-filled libraries

Carol Kuhlthau, “A Principle of Uncertainty for Information Seeking” (1993)

-         user research

-         uncertainty principle: don’t know what we don’t know; feel confused

-         ref libs guide users from uncertainty to understanding by informing, convincing, building trust

Brenda Dervin

-         evaluative studies of lib service had been divorced from human interaction – information exists in human interaction

-         “gap-defining” = her way of explaining confusion of user with a question

-         “sense-making” – bridge the gap with experiences like questions answered, ideas formed, resources obtained

-         result: discover what users want from systems; theory of how to interact with users: bridge gap with sense making interactions

John Swan, “Helpful Librarians, Hurtful Books” Cath. Lib. World (1988)

-         joins discussion of patrons asking for “hurtful” books, concluding “it depends”

-         “We stand behind the risky book, not because we want to facilitate suicide, but because the book gives expression to an aspect of the human experience which some of our patrons want to understand.”

Sutton, Jacobson, Holt, “Reference Sources for Specific Populations” (2001)

-         “special populations” – immigrants, new adult readers, elderly, disabled, children

-         to meet special needs: plan, develop collection, train staff

Paul Kantor, describing digital libraries in a mid-1990s article, listed 3 characteristics. They have

            1. A defined user-group.

            2. A collection of texts, images, or data.

            3. A system for accessing the collection.

Benton Foundation (1997)

A study conducted by the W. K. Kellogg Foundation and the Benton Foundation found that “Americans support their public libraries and hold them in high esteem.”  Americans indicated five priorities, two of which specifically name youth needs:

1. provide reading hours and programs for children

2. purchase books and printed materials

3. maintain and build library buildings

4. provide computers and online services to children and adults who lack them

5. provide a place where librarians help people find information

Robert Hauptman (Wilson Lib Bulletin 1976; RQ, 1996)

the small explosive request

keeps telling us that the imperative to curb antisocial behavior overrides The Code

Steve Coffman “What if You Ran Your Library Like a Bookstore?” (American Libraries, March 1998)

-         libraries can learn from bookstores

-         libraries cost more to run, open less hours

-         bookstores run on the labor of minimum wage clerks

-         libraries can sell experience: community center, save haven, relationship with staff, recreational facility

Sheree White (“In the Gate But Not the Door” in In Our Own Voices, 1996)

minorities through the gate, not the door: “allowed” or “welcome” or “nurtured”

David Tyckoson (American Libraries, April 2000)

The library generally is “the most democratic institution in the community”

As such, it needs to change and grow to meet peoples’ needs (majority rules)

Because libraries keep many things, they become an “intellectual record of the community”

To inform citizenry, must remain non-partisan

Stuart Basefsky (Information Outlook, 1999)

-         libs used to have a monopoly on information

-         librarians understand the value of information

-         internet: chief value info shifts to accessibility not utility or quality

-         what does org (town, institution) need that library can provide?

-         provide info access through: informing, discussing, soliciting, targeting, teaming, stretching

Jean Preer (American Libraries, Sept. 2001)

Putnam’s Bowling Alone, a critique of the loss of “social engagement,” leaves out libraries, which do create community, foster tolerance, create informed citizenry, etc.

Brian Reynolds (Advances in Librarianship, 1994)

-         library use up, funding down; libraries held in high esteem

-         $ crisis curtailed creative thinking

-         libraries should design, deliver, and price services as if they are non-profit businesses: strategic planning, seeking outside funding; define selves by “value added services” provided; politically active

Lester Asheim, “Not Censorship But Selection” (Wilson Library Bulletin, 1953)

-         problem of similarity between selection and censoring

-         space is limited, money is limited – we can’t choose it all be aware of motivation: “Selection, then, begins with a presumption in favor of liberty of thought; censorship with a presumption in favor of thought control.”