This book, first published in 1985, examines issues such as the discussion of goals and rationales for charging for online searches, conflicts between reference and other library departments, how to provide quality service and who is best suited to provide it.
1. Introduction Ruth Fraley In the Library 2. Academic Reference Departments and User Groups: A Preliminary Survey John W. Berry 3. The Reference Librarian as Middleman: Conflicts Between Cataloguers and Reference Librarians Gillian M. McCombs 4. Conflicts Between Reference and Interlibrary Loan Marcia L. Sprules 5. Check Your Catalogue Image Marcia J. Myers 6. Uneven Reference Service: Approaches for Decreasing This Source of Conflict at the Reference Desk Fred Batt 7. Yours, Mine and Ours: Reference Service and the Non-Affiliated User Debbie Masters and Gail Flatness 8. Conflicts in Reference Service: A Personal View George R. Bauer 9. Reference Philosophy vs Service Reality Larry D. Benson and H. Julene Butler Fees and Charges 10. Fee vs Free in Historical Perspective Margaret F. Stieg 11. Fee or Free: The Data Base Access Controversy Dean Burgess About Instruction 12. Conflicts Between Reference Librarians and Faculty Concerning Bibliographic Instruction David Isaacson 13. Help Your Administration Support Bibliographic Instruction Robert E. Brundin 14. Promoting a Positive Image: Hints for the New Reference Librarian in Dealing With Faculty Eric W. Johnson 15. A Collection of Books: The College Professor vs the Reference Librarian Melissa Watson About the Role of the Professional 16. Non-professionals on Reference Desks in Academic Libraries Nancy J. Emmick 17. Self-Conflict in the Academic Reference Librarian: Or Help! We Need a Better Word for What We Do! Paul B. Weiner 18. Why Didn't They Teach Us That? The Credibility Gap in Library Education Michael McCoy 19. Role Conflict and Ambiguity in Reference Librarianship Henry N. Mendelsohn About the Resources 20. In this Conflict of Opinions and Sentiments I Find Delight Donald Davinson 21. Access to Consumer Health Information Robert Berk 22. Academic Library Service to Physically Disabled Students and Faculty Gerald Jahoda and Paula Faustini 23. Abstract Thinking: Considerations for the Provision of Statistical Data in Evaluation Juri Stratford and Jean S. Stratford 24. The NASA Industrial Applications Centers: Fee Based vs Free Information Services Lyn Heer