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| Main Authors: | , |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1987
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=ED288553 |
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| _version_ | 1867180967382220800 |
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| author | Hall, Blaine H. And Others |
| author_facet | Hall, Blaine H. And Others Hall, Blaine H. And Others |
| collection | Education Resources Information Center |
| contents | An Evaluation of Reference Desk Service in the Brigham Young University Library. Hall, Blaine H. And Others Academic Libraries College Students Higher Education Library Personnel Library Services Library Surveys On the Job Training Program Evaluation Questionnaires Reference Services User Satisfaction (Information) Work Environment This report describes a five-part study conducted at the Brigham Young University library during the winter semester of 1987 to assess the quality of the reference service provided to library patrons by student reference assistants (SRAs) after a full semester of SRA participation in the reference patron service system. The study focused on determining: (1) the accuracy of information patrons received; (2) the level of skill SRAs used in negotiating patron needs; (3) the ability of SRAs to refer patrons to professional librarians; and (4) the degree of satisfaction patrons felt about the service they had received. The five studies included an unobtrusive question test for the SRAs and surveys of patrons, reference assistants, department assistants, and professional librarians. Following an introductory discussion, study findings are presented on the quality of reference service, the work environment, SRA training, and the professional librarian's reference desk service role. It is concluded that problems exist with the current reference service, and recommendations are presented for the areas of performance standards, training improvement, and subject specialist involvement. The study questionnaires and surveys are included in five appendices. (KM) |
| format | Recurso educativo Open Access |
| id | eric_ED288553 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 1987 |
| record_format | eric |
| spellingShingle | An Evaluation of Reference Desk Service in the Brigham Young University Library. Hall, Blaine H. And Others Academic Libraries College Students Higher Education Library Personnel Library Services Library Surveys On the Job Training Program Evaluation Questionnaires Reference Services User Satisfaction (Information) Work Environment An Evaluation of Reference Desk Service in the Brigham Young University Library. Hall, Blaine H. And Others Academic Libraries College Students Higher Education Library Personnel Library Services Library Surveys On the Job Training Program Evaluation Questionnaires Reference Services User Satisfaction (Information) Work Environment This report describes a five-part study conducted at the Brigham Young University library during the winter semester of 1987 to assess the quality of the reference service provided to library patrons by student reference assistants (SRAs) after a full semester of SRA participation in the reference patron service system. The study focused on determining: (1) the accuracy of information patrons received; (2) the level of skill SRAs used in negotiating patron needs; (3) the ability of SRAs to refer patrons to professional librarians; and (4) the degree of satisfaction patrons felt about the service they had received. The five studies included an unobtrusive question test for the SRAs and surveys of patrons, reference assistants, department assistants, and professional librarians. Following an introductory discussion, study findings are presented on the quality of reference service, the work environment, SRA training, and the professional librarian's reference desk service role. It is concluded that problems exist with the current reference service, and recommendations are presented for the areas of performance standards, training improvement, and subject specialist involvement. The study questionnaires and surveys are included in five appendices. (KM) |
| title | An Evaluation of Reference Desk Service in the Brigham Young University Library. |
| topic | Academic Libraries College Students Higher Education Library Personnel Library Services Library Surveys On the Job Training Program Evaluation Questionnaires Reference Services User Satisfaction (Information) Work Environment |
| url | https://eric.ed.gov/?id=ED288553 |