In the past few years rapid technological change, the growth of information and information technologies, and widespread economic pressures have profoundly affected libraries and institutions of higher learning, changing the ways in which they operate. Technology allows libraries to offer new services and to conduct business differently. New technologies and the vast array of electronic information resources available to users have increased the demand for user support, and they call for new approaches to instruction and training. Library instruction programs must teach users how to make effective use of both traditional print and electronic resources, and how to evaluate them.
Few institutions can afford to increase staff, and many are downsizing.
As librarians shift to roles as teachers and intermediaries, support staff are beginning to perform functions that were once exclusively the domain of librarians. In spring 1994 a survey on reference service policies was mailed to 119 ARL member libraries. To ascertain the types and extent of changes occurring, the survey asked about recent and anticipated changes in reference services or staffing. It is also a convenient place to gather information on special procedures. The process of writing a policy statement helps to clarify goals and objectives.