ABSTRACT
Jimmy Buffet didn’t have public library administrators in mind when he sang of “Changes in attitudes, changes in latitudes.” His words do, however, describe the current state of reference/information services management. This article first attempts to define several of the major changes happening in reference/information services. Next it briefly addresses why these changes are occurring. Responses to these changes on the part of one public library system are then detailed. Finally, the budget implications of these changes receive review.
The author contends that the key to the provision of quality information/reference services in a time of change is solid management data. Decisions and/or modifications to services need to be based—as much as possible—on quantifiable data. This data must also serve as the basis of agency budget requests. While this approach demands that considerable agency resources be devoted to it, the author argues that a system can afford no less.
