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Abstract

The frequency of telephone reference enquiries, received by the Reference and Information Services Department of the John C. Hodges Library, Tennessee Univ. at Knoxville, were found to have overrun the ability of the reference staff to respond. As a result, a survey was conducted to count and categorize the calls coming in to the telephones at the reference service points over a 2 week period. Although the largest single category of calls (33.5%) represented reference questions, information and directional calls made up nearly 66% of the total. Also analysed were the level of staff taking the calls, the level of activity during various times and days of the week, and the need for consultation among staff to answer the questions. The survey data was applied to a queuing model to aid in determining the optimal number of telephone lines for the department