Document (#5031)

Author

Allen, F.R.
Smith, R.H.

Title

¬A survey of telephone enquiries : case study and operational impact in an academic library reference department

Source

RQ. 32(1993) no.3, S.382-391

Year

1993

Abstract

The frequency of telephone reference enquiries, received by the Reference and Information Services Department of the John C. Hodges Library, Tennessee Univ. at Knoxville, were found to have overrun the ability of the reference staff to respond. As a result, a survey was conducted to count and categorize the calls coming in to the telephones at the reference service points over a 2 week period. Although the largest single category of calls (33.5%) represented reference questions, information and directional calls made up nearly 66% of the total. Also analysed were the level of staff taking the calls, the level of activity during various times and days of the week, and the need for consultation among staff to answer the questions. The survey data was applied to a queuing model to aid in determining the optimal number of telephone lines for the department

Theme

Informationsdienstleistungen

Location

USA

Similar documents (author)

1. Lancaster, F.W.; Ulvila, J.W.; Humphrey, S.M.; Smith, L.C.; Allen, B.; Herner, S.: Evaluation of interactive knowledge-based systems : overview and design for empirical testing (1996) 2.49

   2.486134 = sum of:
     2.486134 = sum of:
       0.9450279 = weight(author_txt:smith in 3069) [ClassicSimilarity], result of:
         0.9450279 = score(doc=3069,freq=1.0), product of:
           0.5852577 = queryWeight, product of:
             6.458884 = idf(docFreq=181, maxDocs=42740)
             0.09061283 = queryNorm
           1.614721 = fieldWeight in 3069, product of:
             1.0 = tf(freq=1.0), with freq of:
               1.0 = termFreq=1.0
             6.458884 = idf(docFreq=181, maxDocs=42740)
             0.25 = fieldNorm(doc=3069)
       1.5411061 = weight(author_txt:allen in 3069) [ClassicSimilarity], result of:
         1.5411061 = score(doc=3069,freq=1.0), product of:
           0.81084734 = queryWeight, product of:
             1.1770529 = boost
             7.6024475 = idf(docFreq=57, maxDocs=42740)
             0.09061283 = queryNorm
           1.9006119 = fieldWeight in 3069, product of:
             1.0 = tf(freq=1.0), with freq of:
               1.0 = termFreq=1.0
             7.6024475 = idf(docFreq=57, maxDocs=42740)
             0.25 = fieldNorm(doc=3069)
   

2. Allen, B.; Allen, G.: Cognitive abilities of academic librarians and their patrons (1993) 2.18

   2.1794531 = sum of:
     2.1794531 = product of:
       4.3589063 = sum of:
         4.3589063 = weight(author_txt:allen in 6046) [ClassicSimilarity], result of:
           4.3589063 = score(doc=6046,freq=2.0), product of:
             0.81084734 = queryWeight, product of:
               1.1770529 = boost
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.09061283 = queryNorm
             5.375742 = fieldWeight in 6046, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.5 = fieldNorm(doc=6046)
       0.5 = coord(1/2)
   

3. Allen, M.M.: Bluetooth bytes information retrieval (2001) 1.93

   1.9263827 = sum of:
     1.9263827 = product of:
       3.8527653 = sum of:
         3.8527653 = weight(author_txt:allen in 747) [ClassicSimilarity], result of:
           3.8527653 = score(doc=747,freq=1.0), product of:
             0.81084734 = queryWeight, product of:
               1.1770529 = boost
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.09061283 = queryNorm
             4.7515297 = fieldWeight in 747, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.625 = fieldNorm(doc=747)
       0.5 = coord(1/2)
   

4. Allen, B.: Topic knowledge and online catalog search formulation (1991) 1.93

   1.9263827 = sum of:
     1.9263827 = product of:
       3.8527653 = sum of:
         3.8527653 = weight(author_txt:allen in 1071) [ClassicSimilarity], result of:
           3.8527653 = score(doc=1071,freq=1.0), product of:
             0.81084734 = queryWeight, product of:
               1.1770529 = boost
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.09061283 = queryNorm
             4.7515297 = fieldWeight in 1071, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.625 = fieldNorm(doc=1071)
       0.5 = coord(1/2)
   

5. Allen, L.: Alphabetical subject access, LCSH and a non-traditional approach (1981) 1.93

   1.9263827 = sum of:
     1.9263827 = product of:
       3.8527653 = sum of:
         3.8527653 = weight(author_txt:allen in 1571) [ClassicSimilarity], result of:
           3.8527653 = score(doc=1571,freq=1.0), product of:
             0.81084734 = queryWeight, product of:
               1.1770529 = boost
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.09061283 = queryNorm
             4.7515297 = fieldWeight in 1571, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.6024475 = idf(docFreq=57, maxDocs=42740)
               0.625 = fieldNorm(doc=1571)
       0.5 = coord(1/2)
   

Similar documents (content)

1. Pernat, M.: Developing a reference telephone inquiries service (1994) 0.19

   0.19176243 = sum of:
     0.19176243 = product of:
       0.9588122 = sum of:
         0.024179567 = weight(abstract_txt:were in 799) [ClassicSimilarity], result of:
           0.024179567 = score(doc=799,freq=1.0), product of:
             0.059875768 = queryWeight, product of:
               1.0713987 = boost
               3.69215 = idf(docFreq=2894, maxDocs=42740)
               0.01513633 = queryNorm
             0.40382892 = fieldWeight in 799, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.69215 = idf(docFreq=2894, maxDocs=42740)
               0.109375 = fieldNorm(doc=799)
         0.11864103 = weight(abstract_txt:staff in 799) [ClassicSimilarity], result of:
           0.11864103 = score(doc=799,freq=1.0), product of:
             0.19791214 = queryWeight, product of:
               2.385654 = boost
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.01513633 = queryNorm
             0.5994631 = fieldWeight in 799, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.109375 = fieldNorm(doc=799)
         0.29717532 = weight(abstract_txt:telephone in 799) [ClassicSimilarity], result of:
           0.29717532 = score(doc=799,freq=1.0), product of:
             0.36502644 = queryWeight, product of:
               3.2399132 = boost
               7.4433827 = idf(docFreq=67, maxDocs=42740)
               0.01513633 = queryNorm
             0.81412 = fieldWeight in 799, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.4433827 = idf(docFreq=67, maxDocs=42740)
               0.109375 = fieldNorm(doc=799)
         0.17959131 = weight(abstract_txt:reference in 799) [ClassicSimilarity], result of:
           0.17959131 = score(doc=799,freq=2.0), product of:
             0.2609192 = queryWeight, product of:
               3.8738182 = boost
               4.4498587 = idf(docFreq=1356, maxDocs=42740)
               0.01513633 = queryNorm
             0.6883024 = fieldWeight in 799, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.4498587 = idf(docFreq=1356, maxDocs=42740)
               0.109375 = fieldNorm(doc=799)
         0.33922493 = weight(abstract_txt:calls in 799) [ClassicSimilarity], result of:
           0.33922493 = score(doc=799,freq=1.0), product of:
             0.43882087 = queryWeight, product of:
               4.101892 = boost
               7.0677705 = idf(docFreq=98, maxDocs=42740)
               0.01513633 = queryNorm
             0.7730374 = fieldWeight in 799, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.0677705 = idf(docFreq=98, maxDocs=42740)
               0.109375 = fieldNorm(doc=799)
       0.2 = coord(5/25)
   

2. Dearie, T.N.; Perez, A.J.: Traditional access to the library via telephone service (1992) 0.17

   0.1706846 = sum of:
     0.1706846 = product of:
       0.853423 = sum of:
         0.07946619 = weight(abstract_txt:univ in 4553) [ClassicSimilarity], result of:
           0.07946619 = score(doc=4553,freq=1.0), product of:
             0.116420165 = queryWeight, product of:
               1.056391 = boost
               7.280864 = idf(docFreq=79, maxDocs=42740)
               0.01513633 = queryNorm
             0.68258095 = fieldWeight in 4553, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.280864 = idf(docFreq=79, maxDocs=42740)
               0.09375 = fieldNorm(doc=4553)
         0.077138126 = weight(abstract_txt:survey in 4553) [ClassicSimilarity], result of:
           0.077138126 = score(doc=4553,freq=1.0), product of:
             0.16461134 = queryWeight, product of:
               2.1757104 = boost
               4.9984813 = idf(docFreq=783, maxDocs=42740)
               0.01513633 = queryNorm
             0.4686076 = fieldWeight in 4553, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.9984813 = idf(docFreq=783, maxDocs=42740)
               0.09375 = fieldNorm(doc=4553)
         0.10169231 = weight(abstract_txt:staff in 4553) [ClassicSimilarity], result of:
           0.10169231 = score(doc=4553,freq=1.0), product of:
             0.19791214 = queryWeight, product of:
               2.385654 = boost
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.01513633 = queryNorm
             0.51382554 = fieldWeight in 4553, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.09375 = fieldNorm(doc=4553)
         0.4411909 = weight(abstract_txt:telephone in 4553) [ClassicSimilarity], result of:
           0.4411909 = score(doc=4553,freq=3.0), product of:
             0.36502644 = queryWeight, product of:
               3.2399132 = boost
               7.4433827 = idf(docFreq=67, maxDocs=42740)
               0.01513633 = queryNorm
             1.2086546 = fieldWeight in 4553, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               7.4433827 = idf(docFreq=67, maxDocs=42740)
               0.09375 = fieldNorm(doc=4553)
         0.1539354 = weight(abstract_txt:reference in 4553) [ClassicSimilarity], result of:
           0.1539354 = score(doc=4553,freq=2.0), product of:
             0.2609192 = queryWeight, product of:
               3.8738182 = boost
               4.4498587 = idf(docFreq=1356, maxDocs=42740)
               0.01513633 = queryNorm
             0.58997345 = fieldWeight in 4553, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.4498587 = idf(docFreq=1356, maxDocs=42740)
               0.09375 = fieldNorm(doc=4553)
       0.2 = coord(5/25)
   

3. Bayne, P.S.; Keally, J.; Rader, J.C.: Implementing computer-based training for library staff (1994) 0.15

   0.14622492 = sum of:
     0.14622492 = product of:
       0.7311246 = sum of:
         0.020725343 = weight(abstract_txt:were in 641) [ClassicSimilarity], result of:
           0.020725343 = score(doc=641,freq=1.0), product of:
             0.059875768 = queryWeight, product of:
               1.0713987 = boost
               3.69215 = idf(docFreq=2894, maxDocs=42740)
               0.01513633 = queryNorm
             0.34613907 = fieldWeight in 641, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.69215 = idf(docFreq=2894, maxDocs=42740)
               0.09375 = fieldNorm(doc=641)
         0.0944224 = weight(abstract_txt:consultation in 641) [ClassicSimilarity], result of:
           0.0944224 = score(doc=641,freq=1.0), product of:
             0.13060404 = queryWeight, product of:
               1.1188939 = boost
               7.711647 = idf(docFreq=51, maxDocs=42740)
               0.01513633 = queryNorm
             0.7229669 = fieldWeight in 641, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.711647 = idf(docFreq=51, maxDocs=42740)
               0.09375 = fieldNorm(doc=641)
         0.16885103 = weight(abstract_txt:tennessee in 641) [ClassicSimilarity], result of:
           0.16885103 = score(doc=641,freq=1.0), product of:
             0.19241655 = queryWeight, product of:
               1.3581002 = boost
               9.360306 = idf(docFreq=9, maxDocs=42740)
               0.01513633 = queryNorm
             0.87752867 = fieldWeight in 641, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.360306 = idf(docFreq=9, maxDocs=42740)
               0.09375 = fieldNorm(doc=641)
         0.19803154 = weight(abstract_txt:knoxville in 641) [ClassicSimilarity], result of:
           0.19803154 = score(doc=641,freq=1.0), product of:
             0.21399134 = queryWeight, product of:
               1.4322165 = boost
               9.871131 = idf(docFreq=5, maxDocs=42740)
               0.01513633 = queryNorm
             0.9254185 = fieldWeight in 641, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.871131 = idf(docFreq=5, maxDocs=42740)
               0.09375 = fieldNorm(doc=641)
         0.24909425 = weight(abstract_txt:staff in 641) [ClassicSimilarity], result of:
           0.24909425 = score(doc=641,freq=6.0), product of:
             0.19791214 = queryWeight, product of:
               2.385654 = boost
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.01513633 = queryNorm
             1.2586102 = fieldWeight in 641, product of:
               2.4494898 = tf(freq=6.0), with freq of:
                 6.0 = termFreq=6.0
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.09375 = fieldNorm(doc=641)
       0.2 = coord(5/25)
   

4. Bayne, P.S.; Keally, J.; Rader, J.C.: Implementing computer-based training for library staff (1994) 0.15

   0.14622492 = sum of:
     0.14622492 = product of:
       0.7311246 = sum of:
         0.020725343 = weight(abstract_txt:were in 873) [ClassicSimilarity], result of:
           0.020725343 = score(doc=873,freq=1.0), product of:
             0.059875768 = queryWeight, product of:
               1.0713987 = boost
               3.69215 = idf(docFreq=2894, maxDocs=42740)
               0.01513633 = queryNorm
             0.34613907 = fieldWeight in 873, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.69215 = idf(docFreq=2894, maxDocs=42740)
               0.09375 = fieldNorm(doc=873)
         0.0944224 = weight(abstract_txt:consultation in 873) [ClassicSimilarity], result of:
           0.0944224 = score(doc=873,freq=1.0), product of:
             0.13060404 = queryWeight, product of:
               1.1188939 = boost
               7.711647 = idf(docFreq=51, maxDocs=42740)
               0.01513633 = queryNorm
             0.7229669 = fieldWeight in 873, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.711647 = idf(docFreq=51, maxDocs=42740)
               0.09375 = fieldNorm(doc=873)
         0.16885103 = weight(abstract_txt:tennessee in 873) [ClassicSimilarity], result of:
           0.16885103 = score(doc=873,freq=1.0), product of:
             0.19241655 = queryWeight, product of:
               1.3581002 = boost
               9.360306 = idf(docFreq=9, maxDocs=42740)
               0.01513633 = queryNorm
             0.87752867 = fieldWeight in 873, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.360306 = idf(docFreq=9, maxDocs=42740)
               0.09375 = fieldNorm(doc=873)
         0.19803154 = weight(abstract_txt:knoxville in 873) [ClassicSimilarity], result of:
           0.19803154 = score(doc=873,freq=1.0), product of:
             0.21399134 = queryWeight, product of:
               1.4322165 = boost
               9.871131 = idf(docFreq=5, maxDocs=42740)
               0.01513633 = queryNorm
             0.9254185 = fieldWeight in 873, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.871131 = idf(docFreq=5, maxDocs=42740)
               0.09375 = fieldNorm(doc=873)
         0.24909425 = weight(abstract_txt:staff in 873) [ClassicSimilarity], result of:
           0.24909425 = score(doc=873,freq=6.0), product of:
             0.19791214 = queryWeight, product of:
               2.385654 = boost
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.01513633 = queryNorm
             1.2586102 = fieldWeight in 873, product of:
               2.4494898 = tf(freq=6.0), with freq of:
                 6.0 = termFreq=6.0
               5.4808054 = idf(docFreq=483, maxDocs=42740)
               0.09375 = fieldNorm(doc=873)
       0.2 = coord(5/25)
   

5. Eckwright, G.Z.; Hoskisson, T.; Pollastro, M.: Reference etiquette : a guide to excruciatingly correct behavior (1998) 0.13

   0.13388333 = sum of:
     0.13388333 = product of:
       0.8367708 = sum of:
         0.06538835 = weight(abstract_txt:questions in 3069) [ClassicSimilarity], result of:
           0.06538835 = score(doc=3069,freq=1.0), product of:
             0.1063223 = queryWeight, product of:
               1.4277027 = boost
               4.92001 = idf(docFreq=847, maxDocs=42740)
               0.01513633 = queryNorm
             0.61500126 = fieldWeight in 3069, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.92001 = idf(docFreq=847, maxDocs=42740)
               0.125 = fieldNorm(doc=3069)
         0.2866218 = weight(abstract_txt:enquiries in 3069) [ClassicSimilarity], result of:
           0.2866218 = score(doc=3069,freq=1.0), product of:
             0.28477177 = queryWeight, product of:
               2.3365445 = boost
               8.051972 = idf(docFreq=36, maxDocs=42740)
               0.01513633 = queryNorm
             1.0064965 = fieldWeight in 3069, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               8.051972 = idf(docFreq=36, maxDocs=42740)
               0.125 = fieldNorm(doc=3069)
         0.33962893 = weight(abstract_txt:telephone in 3069) [ClassicSimilarity], result of:
           0.33962893 = score(doc=3069,freq=1.0), product of:
             0.36502644 = queryWeight, product of:
               3.2399132 = boost
               7.4433827 = idf(docFreq=67, maxDocs=42740)
               0.01513633 = queryNorm
             0.93042284 = fieldWeight in 3069, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.4433827 = idf(docFreq=67, maxDocs=42740)
               0.125 = fieldNorm(doc=3069)
         0.1451317 = weight(abstract_txt:reference in 3069) [ClassicSimilarity], result of:
           0.1451317 = score(doc=3069,freq=1.0), product of:
             0.2609192 = queryWeight, product of:
               3.8738182 = boost
               4.4498587 = idf(docFreq=1356, maxDocs=42740)
               0.01513633 = queryNorm
             0.55623233 = fieldWeight in 3069, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.4498587 = idf(docFreq=1356, maxDocs=42740)
               0.125 = fieldNorm(doc=3069)
       0.16 = coord(4/25)