Understanding Reference Transactions: Transforming An Art Into A Science

Hardcover | May 8, 2002

byMatthew L. Saxton

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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. * Encompassesa 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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From the Publisher

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. Th...

From the Jacket

Each year, millions of questions are asked in public libraries and information centers around the world. However, despite the digital revolution, little has been done to improve the answering capabilities of these institutions. Therefore, improving accuracy rates and maintaining and increasing user satisfaction rates are top priorities...

Matthew Saxton is an assistant professor at the Information School of the University of Washington. His career as a reference librarian includes working in academic, public, and special libraries. His research into reference service evaluation includes meta-analysis of previous studies and exploring the multi-level nature of data on re...

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Format:HardcoverDimensions:9.41 × 7.24 × 0.98 inPublished:May 8, 2002Publisher:Academic PressLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0125877803

ISBN - 13:9780125877800

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Extra Content

Table of Contents

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

Editorial Reviews

"...an important addition to the literature... Recommended reading for all reference service practitioners and researchers..."
-JOURNAL OF ACADEMIC LIBRARIANSHIP

"This is an excellent reference resource."
-DOODY'S PUBLISHING

"It is an excellent book that exhibits high levels of contemporary and historical scholarship."
-PORTAL