Document (#13085)

Author

Elzy, C.
Nourie, A.
Lancaster, F.W.
Joseph, K.M.

Title

Evaluating reference service in a large academic library

Source

College and research libraries. 52(1991) no.5, S.454-465

Year

1991

Abstract

Reports an unobtrusive study of the ability of professional librarians to deal with factual questions conducted at the Milner Library, Illinois State University. Standards were recruited to pose questions for which answers were known, to 19 librarians in 5 departments. In all, 190 test incidents (10 questions for each of the 19 librarians) were used. Librarians were evaluated on the accuracy of the responses given and on their responsiveness and helpfulness, as judged by the student proxies. Describes the methods used in the study, including the accuracy and attitude scales developed, presents the major results, and makes suggestions on the follow-up action that seems appropriate after a study of this kind has been performed

Theme

Informationsdienstleistungen

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