Peer reviewedERIC Number: EJ464289
Record Type: Journal
Publication Date: 1993
Pages: N/A
Abstractor: N/A
ISBN: N/A
ISSN: ISSN-0033-7072
EISSN: N/A
A Survey of Telephone Inquiries: Case Study and Operational Impact in an Academic Library Reference Department.
Allen, Frank R.; Smith, Rita H.
RQ, v32 n3 p382-91 Spr 1993
Describes a survey that was conducted at the University of Tennessee at Knoxville library to count and categorize the types of questions coming into the reference department from telephone calls. Informational and directional calls are examined, implications for staffing are considered, and queuing theory is applied. (seven references) (LRW)
Publication Type: Information Analyses; Reports - Research; Tests/Questionnaires; Journal Articles
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A
