A Survey of Telephone Inquiries: Case Study and Operational Impact in an Academic Library Reference Department.
Fuente:
ERIC Institute of Education Sciences
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| Hauptverfasser: | , |
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| Format: | Recurso educativo Open Access |
| Sprache: | en |
| Veröffentlicht: |
1993
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| _version_ | 1867180671571591168 |
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| author | Allen, Frank R. Smith, Rita H. |
| author_facet | Allen, Frank R. Smith, Rita H. Allen, Frank R. Smith, Rita H. |
| collection | Education Resources Information Center |
| contents | A Survey of Telephone Inquiries: Case Study and Operational Impact in an Academic Library Reference Department. Allen, Frank R. Smith, Rita H. Case Studies College Libraries Higher Education Library Personnel Library Services Library Surveys Reference Services Tables (Data) 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) |
| format | Recurso educativo Open Access |
| id | eric_EJ464289 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 1993 |
| record_format | eric |
| spellingShingle | A Survey of Telephone Inquiries: Case Study and Operational Impact in an Academic Library Reference Department. Allen, Frank R. Smith, Rita H. Case Studies College Libraries Higher Education Library Personnel Library Services Library Surveys Reference Services Tables (Data) A Survey of Telephone Inquiries: Case Study and Operational Impact in an Academic Library Reference Department. Allen, Frank R. Smith, Rita H. Case Studies College Libraries Higher Education Library Personnel Library Services Library Surveys Reference Services Tables (Data) 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) |
| title | A Survey of Telephone Inquiries: Case Study and Operational Impact in an Academic Library Reference Department. |
| topic | Case Studies College Libraries Higher Education Library Personnel Library Services Library Surveys Reference Services Tables (Data) |
| url | https://eric.ed.gov/?id=EJ464289 |