The Reference Desk Survey: A Management Tool in an Academic Research Library.

Abstract

A survey of the level of reference service requested by us ers at reference desks was conducted at Virginia Poly technic Institute and State University (Virginia Tech). A total of 14,026 questions were recorded and exhibited a high degree of differentiation. Though 20.5 percent of the questions fall in the reference category, only 0.7 per cent of these were in-depth reference questions requiring research away from the desk by professional librarians. This finding may allow for redeployment of personnel for the delivery of either improved or less expensive refer ence service. Models of reference desk service and staff

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