Payne, C.: ¬The use of public reference libraries (1990)
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- Abstract
- Describes the development of reference services in public libraries and the importance of standards. Explains the need for proper marketing and systematic evaluation, both qualitative and quantitative. Analyses an unobtrusive telephone test of 15 libraries in the UK and gives the results of interviews with 455 users of 13 public reference libraries. Satisfactory results were obtained for straightforward questions but an occasional tendency towards flippancy by staff was highlighted. A further disquieting feature which came to light was the number of people who did not approach staff for help.
