Articlediamond1989

Unobtrusive Studies and the Quality of Academic Library Reference Services

35 citations0/0 files storedCollege & Research Libraries

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

Abstract

This article uses empirical data from a recent obtrusive study of reference performance to explore content validity and assumptions regarding unobtrusive studies.Data collected by the author support the contention that improvements are highly desirable before conducting more unobtrusive studies of reference service.The two most important changes concern the development of test questions representing all types of queries and supplementing the correct fill rate with other measures of reference performance.

Citations in this library

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References

1964The Professionalization of Everyone?1980Coproduction: Citizen Participation in Service Delivery 1983Second-hand knowledge : an inquiry into cognitive authority 1977Public Knowledge, Private Ignorance: Toward a Library and Information Policy 1987Development and Testing of a Reference Transaction Assessment Instrument 1987Unobtrusive Testing and Library Reference Services

Cited by

2011Comparing the Performances of Apes (Gorilla gorilla, Pan troglodytes, Pongo pygmaeus) and Human Children (Homo sapiens) in the Floating Peanut Task 2007Evaluation of Reference Services—A Review 2006Are virtual reference services color blind?2009Developing a Model for Reference Research Statistics 2003Using virtual reference transcripts for staff training 2006Instruction via chat reference: does co‐browse help?1995Maybe the 55 Percent Rule Doesn't Tell the Whole Story: A User-Satisfaction Survey 1994Focusing on quality reference service

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