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ERIC Number: ED355952
Record Type: Non-Journal
Publication Date: 1993-Jan
Pages: 43
Abstractor: N/A
Reference Count: N/A
The Use of Reference Tools and Skills by Bookstore Employees.
Coan, Eileen
A questionnaire was distributed to bookstore employees to determine their awareness and correct use of reference tools and skills with customers. Fifty employees returned the survey for a 42% response rate. The questionnaire collected demographic data on the education, work background, and on-the-job training of typical clerks at three Cleveland (Ohio) "upscale" bookstores. Only those staff members who have regular customer contact as part of their assigned duties participated; full-time buyers, administrators, and office staff were eliminated from the sample. It was found that most individuals in the group had a college education and some library experience, but very little reference training in their current positions. Seventy-six percent of the sample had an undergraduate degree and 26 percent had graduate degrees. Subjective questions found that the subjects were divided on their knowledge of computers, their use of reference books, and their willingness to call a library for assistance. This preliminary research points the way to the development of more effective training for bookstore clerks. Five tables present study findings; and three appendixes contain the 12-item questionnaire, its cover letter, and the field names and coding descriptions used. (Contains 21 references.) (SLD)
Publication Type: Dissertations/Theses - Masters Theses; Tests/Questionnaires
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Ohio (Cleveland)