Purpose -This paper seeks to create an empirical framework for SMS reference services so that libraries may develop a greater understanding of how this service operates and how it may be improved. Design/methodology/approach -The paper conducted a quantitative analysis of 577 SMS transactions, representing 628 reference questions, received during the 2008-2009 academic year. Each transaction was coded by type of question, transaction length in messages or "events," and transaction duration in time. Findings -SMS transactions exhibit a higher than expected degree of variability in total number of events, duration and content. Overall, duration of transaction averaged 4.34 hours, and number of events per transaction averaged 3.79. Calculating separately for those transactions that contained a reference query -which comprises 40 percent of the total questions received -noticeably altered the results. The duration of reference queries averaged 4.85 hours, while the number of events averaged 4.65. Where reference queries occurred there was a high incidence of user expressions of gratitude, regardless of duration or number of events exchanged. These results support the conclusion that users do not expect a purely synchronous service, though faster response time and thoroughness of answer do show a relationship with higher user satisfaction. Originality/value -Many of the findings of the study challenge currently held assumptions and impressions regarding the nature and potential of SMS reference services in academic libraries.

The purpose of this study was to determine how successfully a large academic library with multiple reference departments and subject specialties could combine virtually to create one digital reference service. Questions were coded to determine who the users of the service were, the types of questions being asked, and the subject expertise of the librarian answering the question. The study found that the majority of questions were submitted by persons affiliated with the university, that ready reference and directional questions predominated, and that the librarians were able to successfully share the duty of answering the general reference questions while ensuring that the questions requiring subject expertise were answered by the appropriate subject specialists. Analysis of the types of questions will inform future decisions regarding webpage redesign, online instruction needs, and more appropriate FAQs (frequently asked questions.) ver the past several years, digital reference has become an integral part of the services offered by academic libraries. The use of networked information systems to deliver asynchronous help to library patrons via e-mail has allowed librarians to reach their users at this new virtual "point of need," and the introduction of chat technology has allowed an even greater level of interactivity by providing real-time, on-demand service.However, these new capabilities have necessitated a certain amount of adjustment in academic libraries, and the need for this adjustment points up the importance of assessment and evaluation in the planning, implementation, and provision of digital services.In March 2003, the University of Illinois at Chicago (UIC) library undertook an overhaul and reconfiguration of its public services activities, particularly those services offered online. This proj-

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PurposeThis study seeks to investigate users' virtual reference queries in concert with their search histories to better understand user needs and motivations.Design/methodology/approachThe paper initially examines one semester of data, including both search histories and user questions, from a database platform virtual reference service. These data were used to develop categories of frequently occurring search problems. One year of further data (n=90) is then coded and analyzed with these categories for problems exhibited in search histories and user questions.FindingsIt was found that one‐third of users display a misunderstanding of what content they could expect to find in library databases. Users treated the databases examined as a one‐stop shop for their daily information needs. There was a positive correlation between number of databases simultaneously searched and number of searches users performed before seeking help. Additionally, it was found that users recognize when they have problems with search strategy, but they are disproportionally concerned with term selection as the cause of their trouble rather than other problems with search mechanics (i.e. Boolean operators.)Practical implicationsThe results of this study illustrate commonalities in users' expectations of what they may search for, find, or do in a database. It shows what tends to lead users to seek help with their searching, exposes how the systems can lead users astray, and illustrates basic misunderstandings of what content can be found in library databases.Originality/valueThis study is the first virtual reference study that examines users' search histories in concert with their reference queries.

Fallot et al1 report fewer hospitalizations among breast-fed infants. Since breast-feeding has been correlated with socioeconomic status,2 we believe caution should be exercised in interpreting this finding. Previously documented factors may be involved, eg, parental cigarette smoking,3 crowding,4 bottle propping,5 or numerous other variables as suggested in Sauls' thorough analysis.6 Close examination of Fallot's Table 1 fails to support the implication that breast-feeding had any beneficial effects among the "clinic" patients. Application of the X2 test to this group of patients shows no significant effect to be associated with breast-feeding (P > .5).