All in the Name of Service: Mediation, Client Self-Determination, and Reference Practice in Academic Libraries.

Abstract

This article contributes to understanding the reference practitioner-client relationship in academic libraries by examining what the authors believe are two interrelated principles: mediation and client self-determination. Patrons determine success in the reference transaction; librarians mediate between clients and collections. Qual ity mediation can only occur when client self-determina tion is present and active during the reference encounter.

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