Journal article
Managing the Quality of Reference/Information Service
The Library quarterly (Chicago), v 42(2), pp 212-217
01 Apr 1972
Abstract
A brief review of measurements of reference/information service in libraries leads to the observation that few measures have dealt with the service product from the user's point of view. The late fifties saw the beginning of tests of reference efficiency. In the late sixties, unobtrusive (hidden) testing of the quality of service was begun. The majority of this paper is devoted to describing the method of such unobtrusive measurement. Findings are reported briefly as dramatic illustration of the need for further investigation. Finally, applications are proposed. The method can be seen as a quality control, with value both for the monitoring of service quality within a library and for establishing nationwide standards.
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Details
- Title
- Managing the Quality of Reference/Information Service
- Creators
- Thomas Childers
- Publication Details
- The Library quarterly (Chicago), v 42(2), pp 212-217
- Publisher
- University of Chicago Press
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- College of Computing and Informatics
- Web of Science ID
- WOS:A1972M497100013
- Other Identifier
- 991021870172704721