This article uses empirical data from a recent obtrusive study of reference performance to explore content validity and assumptions regarding unobtrusive studies. Data collected by the author support the contention that improvements are highly desirable before conducting more unobtrusive studies of reference service. The two most important changes concern the development of test questions representing all types of queries and supplementing the correct fill rate with other measures of reference performance.

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Unobtrusive Studies and the Quality of Academic Library Reference Services

The meaning of service : Ambiguities and dilemmas for public library service providers

Revue bibliographique depuis les debuts des services de reference dans les bibliotheques (1926 environ), jusqu'a 2002

The current state of research on reference transactions

L'article resume une partie des resultats d'une etude ethnographique realisee dans une bibliotheque publique du Quebec. L'etude visait a identifier les systemes de significations des employes affectes a la prestation de service. Le cadre conceptuel, la methodologie utilisee, le contexte de la bibliotheque ainsi que les ideologies de service suggerees par le personnel sont presentes. Enfin, l'auteur discute les resultats de la recherche et leurs implications en lien avec la mission de la bibliotheque publique et le contexte culturel du Quebec

Jo Bell Whitlatch

Papers

Client/service provider perceptions of reference service outcomes in academic libraries : effects of feedback and uncertainty