Maximising reference services in a pharmaceutical R&D library

November 1998 marked the beginning of a new Reference Services function for SmithKline Beecham (SB) Pharmaceuticals Research and Development (R&D) Library Services group. After a number of years of excellent but inconsistent service at the multiple site libraries within SE R&D, and no formal reference service available at many of those sites, a period of planning and training has resulted in the ability to provide a consistent, transnational service to all customer groups within R&D, improve access to Reference Services and also provide a measured and timely service. Reference Services has striven to make the best use of Web resources that are available through the Internet and intranet, including using external Web sites to answer enquiries and also creating our own Web pages in order to facilitate access to resources.