Description
Book SynopsisThe goal of this book is to improve reference service in libraries and information centers, by improving the accuracy of answering capabilities. It provides a detailed analysis of the question-answering process and methods of evaluating the completeness, usefulness, user satisfaction, and accuracy of the information provided.
Trade Review"...an important addition to the literature examining reference services in general and to the study of the reference transactions process in particular... The monograph's usefulness is enhanced by the clear overview of earlier assessments of reference transactions and services. The book also summarizes the many challenges that still exist in conducting reliable research in this problematic area... this volume is a positive contribution to our understanding of the reference transaction process, the challenges of observing and evaluating these processes, and the importance of continuing research in this are... Recommended reading for all reference service practitioners and researchers, both for the readily available insights as well as a valuable addition to those interested in further evaluation and research in the area." -JOURNAL OF ACADEMIC LIBRARIANSHIP "This is an excellent reference resource. The instruments featured in the appendix are particularly useful in measuring patron satisfaction. Variable data, also part of the appendix, is a great tool for predicting individual library reference request outcomes and can be used to improve or maintain the delivery of quality service." DOODY'S
Table of ContentsThe Multilevel Nature of Reference Service Defining and Modeling Reference Service Evaluating and Measuring Reference Service Multilevel Modeling and Reference Service Evaluation Data Analysis and Findings Conclusions and Implications Systems Analysis of the Reference Process Appendices: Instruments, Descriptive Statistics, Correlation Matrices, Dependent and Independent Variables Used in the Study Bibliography Index
