THE USE OF PUBLIC REFERENCE LIBRARIES

Celia Payne

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

Abstract

The development of reference services in public libraries is described and the importance of standards accentuated. The need for proper marketing and systematic evaluation, both qualitative and quantitative, is explained. An unobtrusive telephone test of 15 libraries is analysed and the results of interviews with 455 users of 13 public reference libraries given. Satisfactory results were obtained for straightforward questions but an occasional tendency towards flippancy by staff was highlighted. A further disquieting feature which came to light was the number of people who did not approach staff for help.

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1985Improving Reference Performance: Results of a Statewide Survey.1982Obtrusive versus Unobtrusive Evaluation of Reference Service in Five Illinois Public Libraries: A Pilot Study 1967Professional education and reference efficiency

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