Purpose -The purpose of this paper is to present an exploratory practice-based framework that identifies strategic goals, objectives, and activities for each of the five areas of modern-day reference, namely -access to electronic resources, user instruction, library commons, outreach liaison, and virtual reference -with a focus on meeting the needs of lesbian, gay, bisexual, transgendered, and questioning (LGBTQ) individuals during the coming out process. Design/methodology/approach -The paper highlights findings for progressive reference services in the twenty-first century based on qualitative studies and action research conducted by two openly gay library and information science professionals in the University of Tennessee-Knoxville during the period 2005-2011. Findings -Findings reveal elements of the proposed framework geared towards meeting the needs of LGBTQ patrons during the five phases of coming out -self-recognition, sharing with other LGBTQ people, telling close friends/family, positive self-identification, and integration of LGBTQ identity. Originality/value -Minimal research has been done involving reference services for LGBTQ patrons. This paper's original value is in its extended vision of traditional reference that focused solely on information provision to a more encompassing conceptualization and implementation that designs, delivers, and assesses reference services in a community engagement context to develop fair and equitable services for LGBTQ patrons.

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Based on empirical research with queer students, staff, and faculty at a typical southern university in the United States, this paper reports qualitative feedback gathered from 21 gay, lesbian, bisexual, transgender, and questioning individuals about the use of the Internet in their everyday lives. The study shares interview data and presents participant perceptions in the form of scenarios representing their typical Internet use-related experiences. Scenarios map intersections between participants" cyberspace practices and queer identity formation and help recognize participant Internet use experiences as significant to their individual, social, and community empowerment. Findings help to uncover multidimensional and complex realities in the everyday lives of queer people in terms of their personal growth, social networking, and political and community engagement, achieved via the use of the Internet, in ways that are meaningful to them.

The need for progressive change in people's attitudes and behaviors is essential for a communitywide acceptance of lesbians, gays, bisexuals, transgenders, and questioning (LGBTQ) individuals. This article examines our role as library and information science (LIS) professionals working in an academic environment to promote equality of sexual minorities by taking community action and creating social awareness and acceptance on their behalf. Findings based on qualitative studies and action research conducted in the University of Tennessee at Knoxville (UTK) help identify typical barriers and challenges faced by local LGBTQ individuals toward self-fulfillment and social and political empowerment. Research participants share their marginalizing experiences that paint a picture of slow acceptance reflected in the lukewarm campus and community climate of support toward LGBTQ individuals. It forms the contextual motivation for the authors as openly gay LIS professionals to promote "top ten" prioritized community actions of "what do we need to do" and "how do we do it" on behalf of people of diverse sexual orientations and gender identities. Current directions of progress made in the UTK academic environment over a period of two years are shared in this paper. Future efforts are also identified that require extending traditional library functions of information provision to reflect contemporary nontraditional expectations of relevance that include proactive social justice efforts for libraries and LIS professionals to come out of the closet in support of people of diverse sexual orientations and gender identities.

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