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.