Understanding Reference Transactions – Transforming an Art into a Science

Autor Matthew L. Saxton, John V. Richardson Jr.

en Limba Engleză Hardback – 7 mai 2002

The goal of this book is to improve reference service in libraries and information centers, by improving the accuracy of answering capabilities. The authors provide a detailed analysis of the question-answering process and methods of evaluating the completeness, usefulness, user satisfaction, and accuracy of the information provided. This is an important contribution to library studies, and it will be a useful textbook for teaching references courses in library schools.

* Powerful research models help explain what is happening in the reference transaction.
* Encompasses a comprehensive review of the research literature.
* Offers a unique systems analysis of the reference transaction.
* Includes a detailed appendix of the concepts, operational definitions, and research variables used to measure outcomes as well as statistical results from all known prior studies.

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Specificații

ISBN-13: 9780125877800
ISBN-10: 0125877803
Pagini: 232
Dimensiuni: 152 x 229 x 16 mm
Greutate: 0.49 kg
Editura: Emerald Publishing

Public țintă

Reflective research-oriented practitioners - those most likely to change their behavior in the reference environment (over 8,000 Reference and Adult Services Association members in US &Canada); reference transaction researchers and instructors, who influence the direction of research as well as the adoption of texts in classrooms; library and information science students.

Cuprins

The Multilevel Nature of Reference Service
Defining and Modeling Reference Service
Evaluating and Measuring Reference Service
Multilevel Modeling and Reference Service Evaluation
Data Analysis and Findings
Conclusions and Implications
Systems Analysis of the Reference Process
Appendices: Instruments, Descriptive Statistics, Correlation Matrices, Dependent and Independent Variables Used in the Study
Bibliography
Index

Recenzii

"...an important addition to the literature examining reference services in general and to the study of the reference transactions process in particular... The monograph's usefulness is enhanced by the clear overview of earlier assessments of reference transactions and services. The book also summarizes the many challenges that still exist in conducting reliable research in this problematic area... this volume is a positive contribution to our understanding of the reference transaction process, the challenges of observing and evaluating these processes, and the importance of continuing research in this are... Recommended reading for all reference service practitioners and researchers, both for the readily available insights as well as a valuable addition to those interested in further evaluation and research in the area."
-JOURNAL OF ACADEMIC LIBRARIANSHIP

"This is an excellent reference resource. The instruments featured in the appendix are particularly useful in measuring patron satisfaction. Variable data, also part of the appendix, is a great tool for predicting individual library reference request outcomes and can be used to improve or maintain the delivery of quality service."
—DOODY'S

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