A summary is provided of a number of unobtrusive tests which indicate that reference services in academic and public libraries supply correct answers to inquiries 55 per cent of the time only Library and information services (LIS) must improve their accuracy rate and need to adopt client-centred services in order to operate in a new information marketplace and to meet competition from other sources Information technology facilitates a redistribution of resources from technical services to front of house' operations, but it is suggested that staff who are moved from technical services are not always the most suitable for client-centred services There is a need for interpersonal and communication skills to be fostered by the schools of library and information studies and for focused in-house training
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