Title

Reference Service Evaluation from a User’s Viewpoint

Description

An examination of the quality of reference services in New Zealand libraries (small and large public and academic libraries), using Open Polytechnic Library studies students.

Status

Data collected, analysis in progress

Start date

May 2003

Completion date

June 2004 (estimated)

Abstract

Providing the correct information for library patrons is important, however, barriers exist that can cause customer dissatisfaction. A consistent and accurate response to customer enquiries seems dependent on a number of internal and external factors. This research examines the quality of reference services in New Zealand libraries (small and large public and academic libraries), using Open Polytechnic Library studies students.

Key Words

« | Reference Quality | »,
« | Reference Evaluation | »,
« | Unobtrusive Testing | ».

Publications

Bidwell, Pam. “Wrestling with an Octopus: Reference Quality Issues” A paper presented at the LIANZA annual conference: Oceans of Opportunity: Whakawhitihia te Moana, Napier, New Zealand. 7–10th October, 2003 ¹.

Researcher(s)

Pam Bidwell
Senior Lecturer
The Open Polytechnic of New Zealand

¹ http://www.lianza.org.nz/conference/conference03/papers/Bidwell.pdf