To make sure library customers are satisfied with what the modern library has to offer, one of the leading reference researchers has outlined practical methods for evaluating reference services. Whitlatch's library-tested tools will make it easy to determine what is working and what is not in the reference department.

Laura Dale Bischof is a reference librarian with the MINITEX Library Information Network located at the University of Minnesota Jacob Carlson is a resident reference librarian and visiting instructor at the University of Illinois at Chicago Susan Clark is a reference librarian and bibliographic instruction coordinator at the University of the Pacific in Stockton, California Paula Contreras is the assistant documents librarian at the University of Illinois at Chicago Frank Elliott is an engineering reference librarian and bibliographer at the Walter Science and Engineering Library at the University of Minnesota, Twin Cities Campus Patricia L. Gregory has been head of reference at Pius XII Library, Saint Louis University, since 1988 A. Craig Hawbaker is head of reference and collection development at the University of the Pacific in Stockton, California Lorrie Knight is the electronic services reference librarian at the University of the Pacific in Stockton, California John Mess is a librarian in the staff development and training team of the University of Minnesota Libraries Razia Nanji is a humanities and social-sciences services reference librarian and a selector in the reference collection management team at the George A. Smathers Libraries of the University of Florida Elaina Norlin works as an undergraduate services librarian at the University of Arizona Eric Novotny is currently assistant reference librarian at the University of Illinois at Chicago Mary Parker is assistant director and electronic resources officer of the MINITEX Library Information Network Thomas A. Peters is the dean of university libraries at Western Illinois University in Macomb Jeanette Moore Piquet is a regional branch manager with the St. Louis Public Library Jim Stemper is coordinator of reference services for remote users at the University of Minnesota Libraries, Twin Cities Campus Jo Bell Whitlatch is reference librarian and a history and political science selector at San Jose State University Library