Reference Services: A Model of Question Handling.

Barbara M. Robinson

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Library Science and Information Literacy Library Science and Administration Web and Library Services

Abstract

This article describes a conceptual framework and a vocab ulary which can be used to discuss strategies and choices involved in question handling. A model of question han dling is presented which provides for: (1) developing strat egies for handling questions; (2) evaluating the appropri ateness of the strategy; and (3) relating levels of service to resource requirements. The model can be used both as a diagnostic and training tool and as a management tool for gathering information needed to make decisions regarding the allocation of staff time and the use of information re

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1985Improving Reference Performance: Results of a Statewide Survey.1981The Dimensions of the Reference Interview.

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2010Information Commons Help Desk Transactions Study 2021Fulfilling information needs by classifying complex patron needs

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