Head, M.C.; Marcella, R.: ¬A testing question : the quality of reference services in Scottish public libraries (1993)
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- Abstract
- Discusses the results of an unobtrusive test of Scottish public library reference services, carried out by students of the School of Librarianship, Robert Gordon University, which indicate that, despite a marginal improvement on previous surveys, there is still cause for concern about the quality of response to enquiries. Major problems found include: little attempt to investigate information need; poorly formulated search strategies; failure to exploit fully on site resources; and lack of evaluation of client satisfaction
