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  • × author_ss:"Whitlatch, J.B."
  1. Thorne, R.; Whitlatch, J.B.: Patron online catalog success (1994) 0.03
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    Abstract
    The project explored the ways in which the online catalogue contributes, or does not contribute to the success of library users. Key issues examined included: whether students are really getting appropriate assistance when using the online catalogue; the most common searching successes and failures observed for people using the online catalogue without staff assistance; and the effectiveness of online catalogue use by librarians providing reference assistance compared to other sources (reference books, electronic and printed indexes). Reviews relevant studies of online catalogues and reference success and describes the methodology and results of 3 different online catalogue studies: the Reference Assessment Survey; the online catalogue study of unassisted users; and the document availability study; all conducted at San José State University Library; California, using the Reference Transaction Assessment Instrument. Considers the implications of the results for reference practice and study methodology
  2. Whitlatch, J.B.: Customer service : implications for reference practice (1995) 0.02
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    Abstract
    The past decade has seen an increasing emphasis on customer service in business research and management of companies. Discusses concepts, highlights customer service research and practices in business, and explores the implications for reference service quality
  3. Whitlatch, J.B.: Reference services : research methodologies for assessment and accountability (1992) 0.02
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    Abstract
    To evaluate and improve reference service librarians must select appropriate methodologies and carefully analyze the data collected. Data collection strategies include quantitative measurements derived from the experimental sciences and qualitative measures derived form the social sciences, including familiar methods such as surveys, questionnaires, interviews and case studies. Discusses these measures in terms of their appropriateness for reference service evaluation with citations to published studies
  4. Whitlatch, J.B.: ¬The role of the academic reference librarian (1990) 0.01
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  5. Whitlatch, J.B.: Unobtrusive studies and the quality of academic library reference services (1989) 0.01
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