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This paper aims to identify more advanced criteria for identifying referral opportunities and improve understanding of when to refer through developing and defining distinct question categories and related criteria.

Chat transcripts were analyzed and coded using a rubric developed on the basis of published research and original criteria developed for the study. Coding focused on whether a referral was made, if an opportunity was missed (termed “referral gap”), and what factors influenced its presence or absence.

Quantitative and qualitative factors that influence when referrals are successfully made were identified. Questions higher on the reference effort assessment data scale and those relating to subject-based research tended to have a higher referral gap, while the presence of instruction in evaluating resources had a positive impact on referrals being made. Recognizing patron-based factors such as knowledge of library policies also impacted the presence of referrals.

Limitations include the data, which were taken from a single institution and primarily reflect questions occurring in academic libraries.

Suggestions are provided for training and reference management approaches to improve the presence, substance and quality of referrals.

The study introduces a new measure for evaluating referrals, termed the “referral gap.” The methodology also expands on traditional data points used to measure when referrals should occur, which typically focus on patron and staff affiliations.

The technology of virtual reference software has created new opportunities for libraries to examine the reference interview and consider its role in their institutions. The ability to capture transcripts of reference transactions (or "chats") allows for a routine analysis of the interview in ways only previously available through more time‐consuming and awkward means, such as obtrusive studies. This analysis leads to many new possibilities for alternative methods of staff training. This article examines one such method, in which graduate student workers at a university reference desk were asked to examine transcripts of actual virtual reference transactions, using the standard of the Reference and User Services Association’s Behavioral Guidelines for evaluation. The study sought to increase the students’ awareness of reference standards and expectations for reference desk behavior, as well as to help the group come to a consensus about how the reference interview should be conducted locally in the online and in‐person environments.

Real‐time online reference holds enormous potential for revolutionizing the way users find and use reference services. By adding interactive help to their online information services, libraries can reach users who may never have sought out the traditional reference desk. Moving from the desk to the desktop, however, can be a daunting prospect. Anxious to try this innovative service, but concerned about a long‐term commitment to expensive software and possible staff reorganization without a clear mandate, the Reference and Undergraduate Libraries at the University of Illinois at Urbana‐Champaign launched a pilot project in the spring of 2001. In addition to testing the feasibility of real‐time online service, we attempted to gather as much data as possible to guide in future planning. The results were gratifying: patrons responded enthusiastically, and the data collected provided valuable insights into the use and users of this service.

The Commision for Health Improvement report on Rowan ward made for disturbing reading. But until recently the building where the abuse documented in the report took place had a proud history, described in this article.

This paper looks at resource allocation in New York state long-term care facilities. Data from 399 nursing facilities are used to compare resource allocation in 1983 and 1990. Given significant changes within the industry, it was hypothesized that significant changes would have occurred over the seven year period. Results indicate that growth in full time equivalents was 7.6 percent or an average of 13.5 employees. The allocation of resources across job title was, however, constant over the seven year period. Differential growth rates were found by ownership category, but there were only minimal differences with respect to the allocation of resources.

Government appointed and sponsored committees of every description—select, ad hoc, advisory, inquiry—such a prominent feature of the public scene since the last War, are understandable, even acceptable, reflect the urgency of the times in which we live. In the gathering gloom of more recent twilight years, they have flourished inordinately, especially in the socio‐political field, where most of their researches have been conducted. Usually embellished with the name of the figure‐head chairman, almost always expensively financed, they have one thing in common—an enormous output of words, telling us much of what we already know. So much of it seems dull, meaningless jargon, reflecting attitudes rather than sound, general principles.

The development of telecare services across the UK has been supported by grants from the respective governments of Scotland and Wales, and by the DH in England. New services are being established to sometimes operate alongside existing community equipment services and community alarm services. Elsewhere they are embracing a wider range of services including rehabilitation, intermediate care and health services designed to reduce the use of unscheduled care services. This paper discusses the difficulties in understanding the scope of telecare services, and the definitions of services that will need to be confirmed so that service users can choose appropriately if offered direct payments. Two different service models are offered, one of which uses telehealth as an umbrella term to cover all telecare, e‐care and m‐care, and telemedicine where the former includes all such services offered in the service user's home, including those of a medical nature. The second model views telecare alongside assistive technologies and telemedicine as one of three different technology groups designed to make people more independent or to bring care closer to home. There is significant overlap between the three groups, which justifies the introduction of a new term ‐ ARTS (assistive and remote technology services) ‐ to describe this area of support.

The development of telecare services in the UK has been supported by grants from the respective governments of Scotland and Wales, and by the Department of Health in England. New services are being established, sometimes to operate alongside existing community equipment services and community alarm services. Elsewhere they are embracing a wider range of services including rehabilitation, intermediate care and health services designed to reduce use of unscheduled care services. This paper discusses the difficulties in understanding the scope of telecare services, and the definitions of services that will need to be confirmed if service users are to be able to choose appropriately if offered direct payments. Two service models are offered, one of which uses telehealth as an umbrella term to cover all telecare, e‐care and m‐care, and telemedicine, where the former includes all such services offered in the service user's home, including those of a medical nature. The second model views telecare alongside assistive technologies and telemedicine as one of three technology groups designed to make people more independent, or to bring care closer to home. There is significant overlap between the three groups, which justifies the introduction of a new term ‐ ARTS (assistive and remote technology services) ‐ to describe this area of support.