Solimine, G.: Qualita totale e qualita del colloquio (1993)
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- Abstract
- Attempts to apply the most recent theories about company wide quality control to public library reference services, and in particular to librarian user interaction during the reference interview. Elements of the interaction that directly affect the quality of the service include the librarian's ability to listen, understand the user's real requirement, and offer the most precise and apt solution to the query. There are also indirect quality factors such as the range of information sources available, the librarian's query solving routine and his educational level, and familiarity with sources and search methods. Looks at the possible outcomes of the reference interview, and how user needs are satisfied
