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As staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University's a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change. Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models. [ABSTRACT FROM AUTHOR]

Harrison College (formerly Indiana Business College), a for-profit institution with approximately 6,100 students, implemented a virtual reference service in 2009. This article discusses our choice to use LibraryH3lp as the provider for this service, and how it has created a unique model for staffing our virtual reference services. [ABSTRACT FROM AUTHOR]

In the eyes of our patrons, the success of a library transaction depends on both the accuracy of the information conveyed and the quality of the patron/staff interaction. We each experience rapport naturally many times during the day. Skills borrowed from the field of neuro-linguistic programming allow us to learn to quickly create a state of rapport with anyone we encounter. By learning to create rapport intentionally with our patrons, we can improve the quality of their library experience. [ABSTRACT FROM AUTHOR]

This bibliographic essay examines recent (1994-2006) research into the evaluation of reference effectiveness. Different methods for evaluating traditional in-person reference services are compared and contrasted from an unobtrusive or obtrusive methodology perspective, including those that use the "Willingness to Return" factor and the Wisconsin-Ohio Reference Evaluation Program (WOREP). A review of emerging trends is provided as well as recommendations for future research. [ABSTRACT FROM AUTHOR]

Presents techniques to lessen the impact of an emotional outburst of a library users. Decrease the recovery time of library staff member from the incident; Improvement of the communication skills; Emphasis of the rights of library users and staffs.

Focuses on problem library users in the academe. Reconceptualization of patrons and services; Ideas of library employees on problem library patrons; Strategies for developing skills of library staff to work effectively with difficult patrons.

Focuses on problem library users on public and academic libraries. Definition of a problem patron; Types of harassment against library staff; Differences between past and current problems libraries faced.

This article focuses on the role of education in training reference librarians as new technology emerges. The author asserts that educational programs and libraries are still focused on maintaining a distinction between information science and library science, leaving many librarians lacking in certain skill sets. The author also states that many educational schools teach how mew technology can be applied, but not how it is used. The article also addresses the subject of whether technology is appropriated to best serve the library user.

Focuses on the issue of problem library patrons. Factors affecting the library profession; Development of technologies impacting library work; Nature, scope and extent of electronic-problems.