Document (#23228)

Author

Massey-Burzio, V.

Title

From the other side of the reference desk : a focus group study

Source

Journal of academic librarianship. 24(1998) no.3, S.208-215

Year

1998

Abstract

New trends and pressures in the academic library, in particular technology and remote use, have prompted a re-assessment of the quality and effectiveness of reference, especially as regards patron needs and preferences. Describes a focus group study conducted between spring 1995 and spring 1996 at the main library of Johns Hopkins University, Maryland. The study was designed to elicit information about how patrons were dealing with the rapidly changing technological environment, and how helpful they felt reference staff were to them; how to assist the library in the redesign of service space, signage, and instructional materials; and the most effective way to conduct instruction. Findings show that many people are uncomfortable asking questions, most have difficulty with basic information retrieval principles and many did not see library instruction as a priority. Discusses the implications of these findings for reference work in the academic library

Theme

Informationsdienstleistungen

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