- Ph.D., Indiana University, 1978
- M.L.S, University Librarianship, George Peabody College, Vanderbilt University, 1972
- B.A., Sociology, Ohio State University, 1971
Teaching and Research Interests
His current research focuses on assessment and evaluation issues related to virtual reference (i.e., chat) such as time in queue, service duration, content analysis or microanalysis of questions, as well as user satisfaction. In addition, he also works internationally on the state of library and information economies in developing countries (e.g., Eritrea, Turkmenistan, Uganda, and Zambia) using the STEPE model.
"The Library and Information Economy of Turkmenistan," IFLA Journal 32 (no. 2, 2006): 131-139.
An English-Russian-English Dictionary of Library and Information Science. St. Petersburg, Russia: Professiya Publishing House, 2005.
Understanding Reference Transactions: Turning an Art into a Science, with Matthew Saxton. Library and Information Science Series. New York: Academic Press, 2002.