Perspectives on quality of reference service in an academic library: A qualitative study

Reference and User Services Quarterly

Volumn 36, Issue 4, 1997, Pages 544-557

  Mendelsohn, Jennifer ^a  

^a UNIVERSITY OF TORONTO   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 17944372125     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (25)

1. Raya Fidel, "Qualitative Methods in Information Retrieval Research," Library and Information Science Research 15 (1993): 222-31.
2. Rao Aluri, "Improving Reference Service: The Case for Using a Continuons Quality Improvement Method," RQ 33 (1993): 220-21, 232.
3. Margaret F. Stieg, "Technology and the Concept of Reference or What Will Happen to the Milkman's Cow," Library Journal 115 (1990): 47; Gillian Michell and Roma M. Harris, "Evaluating the Reference Interview: Some Factors Influencing Patrons and Professionals," RQ 27 (1987): 97, 104; Margaret F. Stieg, "Continuing Education and the Reference Librarian in the Academic and Research Library," Library Journal 105 (1980): 2549; Charles A. D'Aniello, "Cultural Literacy and Reference Service," RQ 28 (1989): 371.
4. Margaret F. Stieg, "Technology and the Concept of Reference or What Will Happen to the Milkman's Cow," Library Journal 115 (1990): 47; Gillian Michell and Roma M. Harris, "Evaluating the Reference Interview: Some Factors Influencing Patrons and Professionals," RQ 27 (1987): 97, 104; Margaret F. Stieg, "Continuing Education and the Reference Librarian in the Academic and Research Library," Library Journal 105 (1980): 2549; Charles A. D'Aniello, "Cultural Literacy and Reference Service," RQ 28 (1989): 371.
5. Margaret F. Stieg, "Technology and the Concept of Reference or What Will Happen to the Milkman's Cow," Library Journal 115 (1990): 47; Gillian Michell and Roma M. Harris, "Evaluating the Reference Interview: Some Factors Influencing Patrons and Professionals," RQ 27 (1987): 97, 104; Margaret F. Stieg, "Continuing Education and the Reference Librarian in the Academic and Research Library," Library Journal 105 (1980): 2549; Charles A. D'Aniello, "Cultural Literacy and Reference Service," RQ 28 (1989): 371.
6. Margaret F. Stieg, "Technology and the Concept of Reference or What Will Happen to the Milkman's Cow," Library Journal 115 (1990): 47; Gillian Michell and Roma M. Harris, "Evaluating the Reference Interview: Some Factors Influencing Patrons and Professionals," RQ 27 (1987): 97, 104; Margaret F. Stieg, "Continuing Education and the Reference Librarian in the Academic and Research Library," Library Journal 105 (1980): 2549; Charles A. D'Aniello, "Cultural Literacy and Reference Service," RQ 28 (1989): 371.
7. Charles D. Patterson and Donna W. Howell, "Library User Education: Assessing the Attitudes of Those Who Teach," RQ 29 (1990): 17.
8. Ralph A. Lowenthal, "Preliminary Indications of the Relationship between Reference Morale and Performance," RQ 29 (1990): 380-93.
9. Charles Bunge, "Stress in the Library," Library Journal 112 (1987): 47; Lydia Olszak, "Mistakes and Failures at the Reference Desk," RQ 31 (1991): 47; Charles A. Bunge, "Reference Questions - Data from the Field," RQ (1987): 17.
10. Charles Bunge, "Stress in the Library," Library Journal 112 (1987): 47; Lydia Olszak, "Mistakes and Failures at the Reference Desk," RQ 31 (1991): 47; Charles A. Bunge, "Reference Questions - Data from the Field," RQ (1987): 17.
11. Charles Bunge, "Stress in the Library," Library Journal 112 (1987): 47; Lydia Olszak, "Mistakes and Failures at the Reference Desk," RQ 31 (1991): 47; Charles A. Bunge, "Reference Questions - Data from the Field," RQ (1987): 17.
12. Susan Edwards and Mairead Browne, "Quality in Information Services: Do Users and Librarians Differ in Their Expectations?" Library and Information Science Research 17 (1995): 163-82.
13. David A. Tyckoson, "Wrong Questions, Wrong Answers: Behavioral vs. Factual Evaluation of Reference Service," in Assessment and Accountability in Reference Work, ed. Susan Griswold Blandy, Lynne M. Martin, and Mary L. Strife (New York: Haworth, 1992), 155-56.
14. Thomas Childers, "The Quality of Reference: Still Moot after 20 Years," Journal of Academic Librarianship 13 (1987): 73-74; Robert Burgin and Patsy Hansel, "Reference Accuracy: Improving Our Chances," Wikon Library Bulletin 65 (1990): 66; Peter Hernon and Charles R. McClure, "Library Reference Service: An Unrecognized Crisis - A Symposium," Journal of Academic Librarianship 13 (1987): 69.
15. Thomas Childers, "The Quality of Reference: Still Moot after 20 Years," Journal of Academic Librarianship 13 (1987): 73-74; Robert Burgin and Patsy Hansel, "Reference Accuracy: Improving Our Chances," Wikon Library Bulletin 65 (1990): 66; Peter Hernon and Charles R. McClure, "Library Reference Service: An Unrecognized Crisis - A Symposium," Journal of Academic Librarianship 13 (1987): 69.
16. Thomas Childers, "The Quality of Reference: Still Moot after 20 Years," Journal of Academic Librarianship 13 (1987): 73-74; Robert Burgin and Patsy Hansel, "Reference Accuracy: Improving Our Chances," Wikon Library Bulletin 65 (1990): 66; Peter Hernon and Charles R. McClure, "Library Reference Service: An Unrecognized Crisis - A Symposium," Journal of Academic Librarianship 13 (1987): 69.
17. Charles A. Bunge, "Factors Related to Output Measures for Reference Services in Public Libraries: Data from Thirty-six Libraries," Public Libraries 29 (1990): 43-44.
18. Jane P. Kleiner, "Ensuring Quality Reference Desk Service: The Introduction of a Peer Process," RQ 30 (1991): 354.
19. Olszak, "Mistakes and Failures," 47-48.
20. Roma M. Harris, "Bibliographic Instruction: The Views of Academic, Special, and Public Librarians," College & Research Libraries 53 (1992): 253.
21. Carol Collier Kuhlthau, Seeking Meaning: A Process Approach to Library and Information Services. (Norwood, NJ: Ablex, 1993), 166.
22. Ibid., 112
23. Ibid., 166
24. Ibid., 143.
25. Full transcripts and full details of codes and the matrix are available from the author on request.