Durrance, J.C.: Factors that influence reference success : what makes questioners willing to return? (1995)
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- Abstract
- Analyses the success of reference enquiry work based on the assumption that consideration of users' willingness to return to the same librarian avoids the limitations associated with using accuracy as the primary measure of success. The analysis is based on data from the Willingsness to Return Study carried out by the author using unobtrusive methodology since 1986, and supplemented by a further study of professional practice at job and career information centres in several states in the USA. Examines a variety of factors thrown up by these studies which are associated with successful reference interaction
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