Since 1996, when a first comprehensive use survey was conducted, librarians at the Washington State University (WSU) Libraries have worked to build a culture of continuous assessment. Using information obtained from surveys and other sources, library administrators focus limited resources on priorities identified by users. In 2000, an Assessment Working Group was formed to initiate and coordinate assessment projects throughout the WSU Libraries. The group conducted a local survey of library users to help determine specific areas of strength and weakness in the fall of 2000. In 2001, the libraries participated in the second pilot of LibQUAL+™. This article compares the results of the three surveys, and provides an analysis of how each survey differs in representing user needs and priorities. The rationale for the libraries’ decision to continue participation in LibQUAL+™ is also discussed.

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In the academic reference environment transformed by electronic technologies, budgetary constraints, and a vast array of new information resources, the author maintains that reference librarians need training and retraining in the following core competencies: reference skills and subject knowledge, communication and interpersonal abilities, technological skills and knowledge, analytic and critical thinking skills, supervisory and management skills, and commitment to user services. The author considers each core competency in the context of the most important factors responsible for continuing changes in the training and retraining of reference professionals. Although responsibility for providing continuing education opportunities resides with library managers, in the end, each reference librarian must assume responsibility for acquiring new knowledge and developing new skills. As librarianship moves towards the 21st century, librarians must educate themselves to survive in the evolving Information Society. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-342-9678.

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