A survey of government document front-line employees: The road to service standards continues

Journal of Government Information

Volumn 27, Issue 1, 2000, Pages 47-64

  Wilhite, Jeffrey M ^a  

^a UNIVERSITY OF OKLAHOMA   (United States)

Author keywords

Depository library employee surveys; Government document collections; Library service standards; Oklahoma libraries

Indexed keywords

EID: 0034594387     PISSN: 13520237     EISSN: None     Source Type: Journal    
DOI: 10.1016/S1352-0237(99)00153-7     Document Type: Article

References (31)

1. 1. See generally: Albert R. Gore, Jr., Creating A Government that Works Better and Costs Less, Status Report, September, 1994: Report of the National Performance Review (Washington, DC: U.S. Government Printing Office, 1994); see also: Albert R. Gore, Jr., Common Sense Government Works Better & Costs Less: Third Report of the National Performance Review (Washington, DC: U.S. Government Printing Office, 1995).
2. 1. See generally: Albert R. Gore, Jr., Creating A Government that Works Better and Costs Less, Status Report, September, 1994: Report of the National Performance Review (Washington, DC: U.S. Government Printing Office, 1994); see also: Albert R. Gore, Jr., Common Sense Government Works Better & Costs Less: Third Report of the National Performance Review (Washington, DC: U.S. Government Printing Office, 1995).
3. 2. Albert R. Gore, Jr., From Red Tape to Results: Creating A Government that Works Better & Costs Less; Improving Customer Service; Accompanying Report of the National Performance Review (Washington, DC: U.S. Government Printing Office, 1993), 5-8.
4. 3. Jeffrey M. Wilhite, "The Road to Service Standards in a Government Documents Collection: The Methodology of Surveying," Journal of Government Information 25, no. 3 (May/June 1998): 285-97.
5. 4. Anthony D'Angelo, "Sampling Guidelines and Procedures," The Provider 19, no. 8 (August 1994): 139.
6. 5. There are many bodies of thought behind surveying, from the positive to the extremely negative. See generally: Christine Doyle, "The Perceptions of Library Service Questionnaire (PLSQ): The Development of a Reliable Instrument to Measure Student Perceptions of and Satisfaction with Quality of Service in an Academic Library," New Review of Academic Librarianship 1 (1995): 139-59.
7. 6. David Chaudron, "The Right Approach to Employee Surveys," HR Focus 74, no. 3 (March 1997): 9.
8. 7. Anonymous, "How Satisfied are Your Employees?," HR Focus 74, no. 9, (September 1997): 12.
9. 8. Ralph A. Lowenthal, "Preliminary Indications of the Relationship Between Reference Morale and Performance," RQ 29, no. 3 (Spring 1990): 391.
10. 9. Charles R. McClure and Peter Hernon, eds., Library and Information Science Research: Perspectives and Strategies for Improvement (Norwood, NJ: Ablex, 1991), 167.
11. 10. Ronald R. Powell, Basic Research Methods for Librarians, Second Edition (Norwood, NJ: Ablex, 1993), 53.
12. 11. Powell, 97.
13. 12. Margaret Slater, ed., Research Methods in Library and Information Science Studies (London, UK: Library Association Publishing, 1990), 77.
14. 13. McClure & Hernon, Library and Information Science Research, 22-23.
15. 14. See generally: Ronald R. Powell, "Survey Research and Sampling," in Basic Research Methods for Librarians, Second Edition (Norwood, NJ: Ablex, 1993), 53-81.
16. 15. J. Robert Verbesey, "Confidential Employee Surveys for Libraries: A Valuable Management Tool," Library Administration and Management 6, no. 3 (Summer 1992): 180-1.
17. 16. Richard Rubin and Lois Buttlar, "A Study of Organizational Commitment in High School Library Media Specialist in Ohio," Library Quarterly 62, no. 3 (July 1992): 306.
18. 17. John Carlo Bertot, Charles R. McClure and Douglas L. Zweizig, "The 1996 National Survey of Public Libraries and the Internet: Progress and Issues," Internet Research 1, no. 4 (1997): 348.
19. 18. F. Birgitta Modigh, "Library Activities at the Workplace," IFLA Journal 16, no. 4 (1990): 440.
20. 19. June D. Parker, "Evaluating Documents Reference Service and the Implications for Improvement," Journal of Governmental Information 23, no. 1 (January/February 1996): 49-70.
21. 20. ILLINET Government Depository Coordinating Council, "Federal Depositories in Illinois: A Survey," Illinois Libraries 77, no. 3 (Summer 1995): 136-9.
22. 21. Lori Smith, "Results of the 1992 LACSDDP Survey of Louisiana State Depository Libraries," LLA Bulletin 55 (Spring 1993): 197-203.
23. 22. This decision was brought about because of confidentially reasons on the part of the administration.
24. 23. See generally: Charles A. Bunge, "Gathering and Using Patron and Librarian Perceptions of Question-Answer Success," in Evaluation of Public Services and Public Services Personnel, Bryce Allen, ed. (Urbana-Champaign, IL: University of Illinois Press, 1991), 59-83; See also: June D. Parker, "Evaluating Documents Reference Service and the Implications for Improvement," Journal of Governmental Information 23, no. 1 (January/February 1996): 49-70.
25. 23. See generally: Charles A. Bunge, "Gathering and Using Patron and Librarian Perceptions of Question-Answer Success," in Evaluation of Public Services and Public Services Personnel, Bryce Allen, ed. (Urbana-Champaign, IL: University of Illinois Press, 1991), 59-83; See also: June D. Parker, "Evaluating Documents Reference Service and the Implications for Improvement," Journal of Governmental Information 23, no. 1 (January/February 1996): 49-70.
26. 24. These figures were set specifically for this questionnaire. They do not align with the GPO's size designations, which is based on volume size, not depository status. For the GPO's official size designation, see: GPO, "Selection Rate Averages for Selective Depository Libraries as of January 1998," Administrative Notes: Newsletter of the Federal Depository Program 19, no. 5 (March 15, 1998): 10.
27. 25. Only 51.1 percent of depository libraries report having an adequate budget for computer software and hardware replacement. Thirty-eight percent report an inadequate budget and 10.8 percent report no budget for this equipment. See generally: GPO, "Library Program Service Fiscal Year 1998 Report," Administrative Notes: Newsletter of the Federal Depository Program 19, no. 13 (Novembers, 1998): 10-1.
28. 26. See generally: Peter Hernon and Charles R. McClure, "Physical Facilities and Space Management," in Public Access to Government Information: Issues, Trends, and Strategies (Norwood, NJ: Ablex, 1984), 228-55.
29. 27. See generally: GPO, "Depository Library Public Service Guidelines for Government Information in Electronic Formats," Administrative Notes: Newsletter of the Federal Depository Program 19, no. 11 (September 15, 1998): 5-6; See also, GPO, "1998 Recommended Specifications for Public Access Work Stations in Federal Depository Libraries," Administrative Notes: Newsletter of the Federal Depository Program 19, no. 8, (June 15, 1998): 3-6.
30. 27. See generally: GPO, "Depository Library Public Service Guidelines for Government Information in Electronic Formats," Administrative Notes: Newsletter of the Federal Depository Program 19, no. 11 (September 15, 1998): 5-6; See also, GPO, "1998 Recommended Specifications for Public Access Work Stations in Federal Depository Libraries," Administrative Notes: Newsletter of the Federal Depository Program 19, no. 8, (June 15, 1998): 3-6.
31. 28. See generally: Susan M. Ryan, "Square Peg in a Round Hole: Electronic Information and the Federal Depository Library Program," Journal of Government Information 24, no. 5 (September/October 1997): 361-75.