More Than Meets the Eye: Management Support for Reference Service and Training

Reference service delivery requires informed managerial involvement. This article offers a rationale for public libraries' being in the information service business, discusses reference service performance, and addresses behavior-specific training. The most effective models of training and transfer of training are presented. Information on the"Effective Reference Performance"workshop for reference interview skills is offered as an example incorporating these models. The role of the manager/administrator, before, during and after the training, directly affects skills maintenance and effective reference performance over time.