C. Ferguson, 'Shaking the conceptual foundations,' too: Integrating research and technology support for the next generation of information service, COLL RES LI, 61(4), 2000, pp. 300-311
Basic approaches to reference service have not altered in recent decades de
spite dramatic changes in user needs, customer service technologies, and tr
ansformations in other areas of the library. Rather than add more layers of
experimental services that deplete resources and increase complexity, info
rmation service should be reconceived to include new partners in support of
the use of technology while undertaking substantially new approaches to on
-site and network-based information service. By reengineering organizations
in ways that bring librarians and technologists together within a common s
ervice environment, information service agencies can more effectively meet
our users' needs by moving more fully and flexibly into the network as chan
ging circumstances warrant.