The impact of electronic information delivery on reference enquiries

Purpose - This paper seeks to examine the impact of greater access to electronic information, both free and fee-based, on reference enquiries. Design/methodology/approach - The research methodology included an extensive literature review and interviews with reference services librarians both in Australia and overseas. Findings - The assumption that greater internet access and use equal a decline in public and state library reference enquiries is not proven. Originality/value - The paper concludes with a summary of trends, predictions and scenarios of usage of state and public library reference services in an increasingly electronic age, paying special attention and emphasis to the Australian environment.