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White, M.D.; Abels, E.G.: Measuring service quality in special libraries : lessons from service marketing (1994) 0.00
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Abstract

As part of a project to develop a means of measuring service quality in special libraries, the authors review the service marketing literature for models and methods. They focus on 2 techniques; SERVQUAL, which measures service quality on the basis of expectations and performance, and SERVPERF, which is based on performance alone. The authors then assess the applicability of these methods to special libraries and information centres. The methods of SERVQUAL and SERVPERF seem applicable to not only these kinds of libraries, but to other kinds as well. An important unknown which may prevent outright adoption of one of these instruments is the extent to which they adequately reflect the values library clients attach to information services. If they do not, some item may have to be addedd
Abels, E.G.: ¬The e-mail reference interview (1996) 0.00
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Abstract

Predicts that, as electronic reference services continue to broaden in scope and complex requests are negotiated by remote users via electronic mail, the e-mail reference interview will become commonplace. The difficulties of conducting e-mail reference interviews have been noted in the literature, but resaerch in this area is lacking. Reports results of a 3 phased project at the College of Library and Information Services (CLIS), Maryland University, to study the process. Discusses differences between e-mail reference interviews and those conducted using other media; presents a taxonomy of approaches to e-amil reference interviews; proposes the use of a systematic approach, and describes a model e-mail reference interview. Results suggest that reference interviews can be conducted via e-amil for some complex questions. However, further testing is required by experienced intermediaries working under the pressures of client deadlines and institutional constraints