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Abstract

Much has been written about how reference librarians can evaluate and improve the quality of the answers they provide to reference questions but there has been considerably less discussion about how to improve the quality of the delivery of those answers. Describes how the insights gained from a review of the literature, including the business literature, were used by Wichita State University Library, Kansas, to improve the quality of its reference service provided. Describes a number of projects undertaken by the Reference Department of the library as an outgrowth of the business literature studies

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Footnote

2nd ed.: ... with tables, indexes etc. for the subdivision of subjects. London 1914