Dewdney, P.; Ross, C.S.: Flying a light aircraft : reference service evaluation from a user's viewpoint (1994)
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- Abstract
- Reports the experiences of 77 library students (MLIS), at the Graduate School of Library and Information SCience, Western Ontario University, who visited a library of their choice and asked a question of personal interest. When asked if they qould return to the same librarian with another question, only 59,7% expressed willingness. Both willingness to return and overall satisfaction were significantly related to the librarian's behaviour and quality of the reference answer. Detailed accounts of visits yielded contrasting lists of 'most helpful' and 'least helpful' features. 4 themes were identified: the lack of clues by which professional librarians could be identified; the choice of 55% of staff to accept the initial question at face value and not conduct a reference interview; search failure following unmonitored referrals; and the omission of follow up questions in two thirds of the transactions. Suggests remedies and notes that no differences were found between academic libraries and public libraries
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