Refrence success: Does the 55 percent rule tell the whole story?

Library Journal

Volumn 114, Issue 7, 1989, Pages 31-36

  Durrance, Joan C ^a  

^a UNIVERSITY OF MICHIGAN   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 71149099325     PISSN: 03630277     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (18)

1. Lynch, Mary Jo, "Reference Interviews in Public Libraries," Library Quarterly, 2 (1978), p. 119-142.
2. Gallup Organization. Book Reading and Library Usage: Study of Habits and Perceptions-Conducted for the American Library Association. Gallup Organization, 1978.
3. Chen, Ching-chih & Peter Hernon. Information Seeking: Assessing and Anticipating User Needs. Neal-Schu- man, 1982.
4. See: Hernon, Peter & Charles R. McClure, "Unobtrusive Reference Testing: The 55 Percent Rule," LJ, Apr. 15, 1986, p. 37-41.
5. Gers, Ralph & Lillie J. Seward, "Improving Reference Performance: Results of a Statewide Study," LJ, Nov. 1, 1985, p. 32-35. Although Hernon & McClure (1986, 1987) and Gers and Seward use accuracy as the definition of success, they examine a variety of characteristics that contribute to an accurate answer. The primary contributors in recent years to the study of reference effectiveness using unobtrusive measures have been Hernon and McClure. For a detailed presentation on unobtrusive measures in reference
6. see Peter Hernon & Charles R. McClure. Unobtrusive Testing and Library Reference Services. Ablex, 1987.
7. The three sets of characteristics observed in the library staff: interpersonal qualities, interviewing skill and search strategies used were adapted from a checklist developed by Diane G. Schwartz & Dottie Eakin, "Reference Service Standards, Performance Criteria and Evaluation," Journal of Academic Librarianship, 1986, p. 4- 8.
8. Selected questions were developed by Linda M. Olson, "Reference Service Evaluation in Medium-Sized Academic Libraries: A Model," Journal of Academic Librarianship, 1984, p. 332-339.
9. Sections of the questionnaire that focused on the environment and the client-professional relationship are based on earlier research by this author, Joan C. Durrance, "The Influence of Reference Practices on the Client-Librarian Relationship," College and Research Libraries, 1986, p. 57-67.
10. Interviews held in the Ann Arbor area, which contains two universities and two colleges, show more academic library representation than the rest of the sample. In all, 23 percent of the interviews were conducted in the Ann Arbor area; and 63 percent of those were in academic libraries.
11. Bunge, Charles A. & Marjorie E. Murfin, "Reference Questions- Data from the Field," in "Current Issues" column, RQ, Fall 1987, p. 15-18.
12. See Nielson, Brian, "Teacher or Intermediary: Alternative Progressive in the Information Age," College and Research Libraries, May 1982, p. 183-191.
13. Swope, M.J. & Jeffrey Katzer. "Why Don't They Ask Questions?: The Silent Majority," RQ, Winter 1982, p. 161-166.
14. Friedes, Thelma, "Current Trends in Academic Libraries," Library Trends, Winter 1983, p. 457-474.
15. Gers & Seward.
16. Schwartz & Eakin.
17. See Hernon & McClure (1986, 1987) and Gers & Seward.
18. See Durrance.