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ERIC Number: ED077517
Record Type: Non-Journal
Publication Date: 1973-May
Reference Count: N/A
Evaluation of the University of Minnesota Libraries Reference Department Telephone Information Service. Pilot Study.
King, Geraldine B.; Berry, Rachel
This pilot study was conducted to evaluate the telephone reference service of a university library. Questions were called in by volunteers to several different divisions of the library to try to determine: (a) factual accuracy of responses, (b) level of interviewing by the staff person, and (c) attitude of the staff person. Results of the study are presented, in tables, by divisions which include the reference division, government documents division, newspaper division and the periodical division. General trends were evident however. Interviewing of the caller was not practiced where it might have helped the staff locate a correct answer. Also the source of an answer was seldom given to the user even though it was an academic setting where the user would probably find this information of value if not a necessity. Suggestions for further study are made and appendix material includes the original proposal, a record sheet, sample questions and an instruction sheet for volunteer callers. (Author/DH)
Publication Type: N/A
Education Level: N/A
Authoring Institution: Minnesota Univ., Minneapolis. Library School.