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Abstract

Recent studies of research on reference effectiveness have called attention to many unanswered questions. The reductionist method of studying effectiveness has failed to produce the cohesive picture of reference performance that is needed. Offers a new, more holistic, approach to evaluating reference librarianship along with a new standard of evaluation based on the study of exemplary reference librarians. discusses the implications of this profile for both evaluation and training in reference work

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Abstract

Telephone reference is an important aspect of reference service, but in many libraries it is seen as secondary to serving on-site patrons, and, as numerous studies indicate, the quality of telephone reference service is generally poor. According to Quinn, it can be improved by better training methods, the incorporation of recent technological advances, and more encouragement of the use of long-distance calling by reference staff. Ultimately, he says, telephone reference must be redefined as a provocative service rather than a reactive one if the vast potential of the telephone as a reference tool is to be realized. Academic librarians must also rethink their conception of telephone reference, because it offers considerable potential as a means for user instruction