Developing a model for reference research statistics : Applying the "warner model" of reference question classification to streamline research services

Reference and User Services Quarterly

Volumn 48, Issue 3, 2009, Pages 247-258

  Meserve, Harry C ^a   Belanger, Sandra E ^a   Bowlby, Joan ^b   Rosenblum, Lisa ^c  

^a SAN JOSE STATE UNIVERSITY   (United States)

^b San Jose Public Library   (United States)

^c Hayward (Calif) Public Library   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 65349107105     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: 10.5860/rusq.48n3.247     Document Type: Review

References (33)

1. The website for the MLK Library is at http://sjlibrary. org; Peggy Conaway, "One Reference Service for Everyone?" Library Journal 125, no. 12 (July 2000): 42-44;
2. Paul Kauppila and Sharon Russell, "Economies of Scale in the Library World: The Dr. Martin Luther King, Jr. Library in San Jose, California," New Library World 104, no. 7/8 (2003): 255-66;
3. Christina Peterson and Patricia Senn Breivik, "Reaching for a Vision: The Creation of a New Library Collaborative," Resource Sharing & Information Networks 15, no. 1-2 (2001): 117-29.
4. Christina Peterson, "A Space Designed for Lifelong Learning: The Dr. Martin Luther King, Jr. Joint-Use Library," Library as Place: Rethinking Roles, Rethinking Space (Washington, D.C.: Council on Library and Information Resources, 2005): 56-65;
5. Harry Meserve, "Evolving Reference, Changing Culture: The Dr. Martin Luther King, Jr. Library and Reference Challenges Ahead," The Reference Librarian 45, no. 93 (2006): 23-42.
6. Lauren Miranda Gilbert et al., "Assessing Digital Reference and Online Instructional Services in an Integrated Public/University Library," The Reference Librarian 46, no. 95/96 (2006): 149-72.
7. The Evaluation of Reference & Adult Services Committee, ed., The Reference Assessment Manual (Ann Arbor, Mich.: The Pierian Press, 1995).
8. Paul B. Kantor, "Analyzing the Availability of Reference Services," Library Effectiveness: A State of the Art (New York: ALA, Library and Management Association, 1980), 131-49;
9. Jo Bell Whitlatch, "Unobtrusive Studies and the Quality of Academic Library Reference Services," College & Research Libraries 50, no. 1 (Mar. 1989): 181-94;
10. Russell E Dennison, "Usage-Based Staffing of the Reference Desk: A Statistical Approach," Reference & User Services Quarterly 39, no. 2 (Winter 1999): 158-68;
11. Sandra L. DeGroote et al., "Quantifying Cooperation: Collaborative Digital Reference Service in a Large Academic Library," College & Research Libraries 66, no. 5 (Sept. 2005): 436-54;
12. Vicki Coleman et al., "Tiered Reference Services: A Survey," The Reference Librarian 59 (1997): 25-35;
13. Marcella Ciucki, "Recording of Reference/Information Service Activities: A Study of Forms Currently Used," RQ 16 (Summer 1977): 273-83.
14. Douglas L. Zweizig, "Tailoring Measures to Fit Your Service: A Guide for the Manager of Reference Services," The Reference Librarian 11 (1984): 53-61;
15. Coleman, "Tiered Reference Services"; Martin P. Courtois and Lori I. Goetsch, "Use of Nonprofessionals at Reference Desks," College & Research Libraries 45, no. 5 (Sept. 1984): 385-91;
16. Marjorie E. Murfin and Charles A. Bunge, "Paraprofessionals at the Reference Desk," Journal oj Academic Librarianship 14, no. 1 (Mar. 1988): 10-14.
17. Jo Bell Whitlatch, "Question Classification," in The Reference Assessment Manual, ed. the Evaluation of Reference & Adult Services Committee (Ann Arbor, Mich.: The Pierian Press, 1995): 42-46.
18. Eric Novotny, Reference Service Statistics & Assessment: A SPEC Kit. (Washington, D.C.: Association of Research Libraries, 2002).
19. Ciucki, "Recording of Reference/Information Service Activities."
20. Courtois, "Use of Nonprofessionals at Reference Desks," 388.
21. Murfin and Bunge, "Paraprofessionals at the Reference Desk." See also more recent studies on the same questions such as Jeffrey Pomerantz et al., "Peer Review of Chat Reference Transcripts," Library & Information Science Research 28, no. 1 (2006): 24-48;
22. Frada Mozenter et al., "Cross-training Public Service Staff in the Electronic Age," Journal of Academic Librarian-ship 29, no. 6 (Nov. 2003): 399-404;
23. and Soo Young Rieh, "Changing Reference Service Environment: A Review of Perspectives from Managers, Librarians, and Users," Journal of Academic Librarianship 25, no. 3 (May 1999): 178-86.
24. Debra G. Warner, "A New Classification for Reference Statistics," Reference & User Services Quarterly 41 (Fall 2001): 51-55.
25. See the Agreement for Ownership and Operation of Joint Library Building and Grant of Easement at www.sjlibrary.org/about/locations/king/ operating- agreement.pdf along with a time line of the progress of the library project at www.sjlibrary.org/about/his-tory/timeline htm.
26. Martin Kesselman and Sarah Barbara Watstein, "The Measurement of Reference and Information Services," Journal of Academic Librarianship 13, no. 1 (Mar. 1987): 24-30.
27. Ibid.
28. DeGroote, "Quantifying Cooperation."
29. Janet L. Balas, "It's Time to Prove Our Mettle," Computers in Libraries 24, no. 5 (May 2004): 33-35;
30. Sandra DeGroote et al., "Trends in Reference Usage Statistics in an Academic Health Sciences Library," Journal of the Medical Library Association 95, no. 1 (Jan. 2007): 23-30;
31. Susan Gardner, "Tiered Reference: The New Landscape of the Front Lines," Electronic Journal of Academic and Special Librarianship 7, no. 3 (Winter 2006).
32. Ciucki, "Recording of Reference/Information Service Activities."
33. Courtois, "Use of Nonprofessionals at Reference Desks," 389.