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This article reports on a project which was undertaken in 2006 to investigate the current modes and methods for delivering reference services in Australian academic libraries. The project included a literature review to assist in providing a definition of reference services as well as a snapshot of statistics showing staff and patron numbers from 1985, 1990, 1995, 2000 and 2005. These statistics provide a context within which Australian academic libraries deliver reference services. A survey of the 40 Australian university libraries was also conducted. This article explores how the delivery and model of reference services in Australian academic libraries has changed in recent decades. It concludes with an assessment as to whether reference services will continue to form part of academic library services into the 21st century.

The authors describe a collaborative study at two universities, one in Australia and the other in the UK. The main objectives of the study were to gain an understanding of the factors that influence a student's choice of location when using computing facilities, what applications they use, and how adequate various services and facilities provided by the two universities were.

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The authors detail the trial and piloting of a telephone enquiry service (TES) at the Bundoora Campus Library at La Trobe University in order to attempt to resolve the balance between telephone and face-to-face enquiries at the library service desk. Manuscript received March 2006 This is a refereed articleWith each new technology librarians have been able to expand services. With the invention of the electric light bulb, library hours were extended into the night. The telephone allowed librarians to serve patrons remotely. Over time, these innovations created greater demand for service (Barnello, 1996:8).