Document (#4621)

Author

Tyckoson, D.A.

Title

Wrong questions, wrong answers : behavioral vs. factual evaluation of reference service

Source

Reference librarian. 1992, no.38, S.151-173

Year

1992

Abstract

Due to the public nature of reference work, librarians need to be accountable to the patrons that they serve. A high level of performance at the reference desk generates good public relations and creates an atmosphere in which patrons are encouraged about returning to the library, whereas poor performance reflects poorly on the library as a whole. In addition to this direct accountability to patrons, reference librarians should be measured on their accountability to their collegues, the library administration, and the profession as a whole. Several methods have been developed to evaluate the performance of reference librarians. Most such methods concentrate on the accuracy of the response to the patron's question and neglect the process involved in obtaining that answer. Unfortunately, this method of fact-based evaluation does not reflect the needs of patrons at most reference desks. This paper proposes a method for evaluating reference performance based upon behavioral factors. In addition, some specific behaviors which correlate to positive or negative experiences during the reference transaction are discussed

Theme

Informationsdienstleistungen

Similar documents (author)

1. Tyckoson, D.: ¬The catalog as index to the collection : part 1 (1997) 6.10

   6.0972233 = sum of:
     6.0972233 = weight(author_txt:tyckoson in 1699) [ClassicSimilarity], result of:
       6.0972233 = fieldWeight in 1699, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.755557 = idf(docFreq=6, maxDocs=44421)
         0.625 = fieldNorm(doc=1699)
   

2. Tyckoson, D.: State of the catalog : Part 2: changes at the Middletown University Library (1997) 6.10

   6.0972233 = sum of:
     6.0972233 = weight(author_txt:tyckoson in 1700) [ClassicSimilarity], result of:
       6.0972233 = fieldWeight in 1700, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.755557 = idf(docFreq=6, maxDocs=44421)
         0.625 = fieldNorm(doc=1700)
   

3. Tyckoson, D.: What we do : reaffirming the founding principles of reference services (1998) 6.10

   6.0972233 = sum of:
     6.0972233 = weight(author_txt:tyckoson in 3199) [ClassicSimilarity], result of:
       6.0972233 = fieldWeight in 3199, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.755557 = idf(docFreq=6, maxDocs=44421)
         0.625 = fieldNorm(doc=3199)
   

4. Tyckoson, D.: Enhanced information or false advertising? : Indexing materials not included in the library collection (1997) 6.10

   6.0972233 = sum of:
     6.0972233 = weight(author_txt:tyckoson in 3842) [ClassicSimilarity], result of:
       6.0972233 = fieldWeight in 3842, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.755557 = idf(docFreq=6, maxDocs=44421)
         0.625 = fieldNorm(doc=3842)
   

5. Tyckoson, D.A.: Enhancing access to information : building catalogs for the future (1991) 6.10

   6.0972233 = sum of:
     6.0972233 = weight(author_txt:tyckoson in 650) [ClassicSimilarity], result of:
       6.0972233 = fieldWeight in 650, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.755557 = idf(docFreq=6, maxDocs=44421)
         0.625 = fieldNorm(doc=650)
   

Similar documents (content)

1. Brown, Y.: From the reference desk to the jail house : unauthorized practice of law and librarians (1994) 0.19

   0.19227082 = sum of:
     0.19227082 = product of:
       0.9613541 = sum of:
         0.042291556 = weight(abstract_txt:public in 3459) [ClassicSimilarity], result of:
           0.042291556 = score(doc=3459,freq=1.0), product of:
             0.098001495 = queryWeight, product of:
               1.2154449 = boost
               4.603092 = idf(docFreq=1209, maxDocs=44421)
               0.017516516 = queryNorm
             0.4315399 = fieldWeight in 3459, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.603092 = idf(docFreq=1209, maxDocs=44421)
               0.09375 = fieldNorm(doc=3459)
         0.1745918 = weight(abstract_txt:patron's in 3459) [ClassicSimilarity], result of:
           0.1745918 = score(doc=3459,freq=1.0), product of:
             0.20017177 = queryWeight, product of:
               1.2283025 = boost
               9.303573 = idf(docFreq=10, maxDocs=44421)
               0.017516516 = queryNorm
             0.8722099 = fieldWeight in 3459, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.303573 = idf(docFreq=10, maxDocs=44421)
               0.09375 = fieldNorm(doc=3459)
         0.11543894 = weight(abstract_txt:librarians in 3459) [ClassicSimilarity], result of:
           0.11543894 = score(doc=3459,freq=3.0), product of:
             0.1519224 = queryWeight, product of:
               1.8534269 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.017516516 = queryNorm
             0.7598546 = fieldWeight in 3459, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.09375 = fieldNorm(doc=3459)
         0.47462496 = weight(abstract_txt:patrons in 3459) [ClassicSimilarity], result of:
           0.47462496 = score(doc=3459,freq=3.0), product of:
             0.42914122 = queryWeight, product of:
               3.596947 = boost
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.017516516 = queryNorm
             1.1059878 = fieldWeight in 3459, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.09375 = fieldNorm(doc=3459)
         0.15440683 = weight(abstract_txt:reference in 3459) [ClassicSimilarity], result of:
           0.15440683 = score(doc=3459,freq=1.0), product of:
             0.36885974 = queryWeight, product of:
               4.7160625 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.017516516 = queryNorm
             0.4186058 = fieldWeight in 3459, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.09375 = fieldNorm(doc=3459)
       0.2 = coord(5/25)
   

2. Saunders, L.; Kurbanoglu, S.; Wilkins Jordan, M.; Boustany, J.; Chawner, B.; Filas, M.; Hebrang Grgic, I.; Haddow, G.; Helvoort, J. van; Kakouri, M.; Landøy, A.; Minch, K.; Oliver, G.; Polydoratou, P.; Repanovici, A.; Sanchez Vanderkast, E.J.; Todorova, T.; Virkus, S.; Wolodko, A.; Zivkovic, D.: Culture and competencies : a multi-country examination of reference service competencies (2013) 0.18

   0.17699867 = sum of:
     0.17699867 = product of:
       0.73749447 = sum of:
         0.017711518 = weight(abstract_txt:most in 82) [ClassicSimilarity], result of:
           0.017711518 = score(doc=82,freq=1.0), product of:
             0.07188335 = queryWeight, product of:
               1.0409577 = boost
               3.94228 = idf(docFreq=2342, maxDocs=44421)
               0.017516516 = queryNorm
             0.2463925 = fieldWeight in 82, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.94228 = idf(docFreq=2342, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.014061161 = weight(abstract_txt:library in 82) [ClassicSimilarity], result of:
           0.014061161 = score(doc=82,freq=1.0), product of:
             0.07055086 = queryWeight, product of:
               1.263036 = boost
               3.188885 = idf(docFreq=4976, maxDocs=44421)
               0.017516516 = queryNorm
             0.19930531 = fieldWeight in 82, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.188885 = idf(docFreq=4976, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.039201003 = weight(abstract_txt:addition in 82) [ClassicSimilarity], result of:
           0.039201003 = score(doc=82,freq=1.0), product of:
             0.122083195 = queryWeight, product of:
               1.3565845 = boost
               5.137612 = idf(docFreq=708, maxDocs=44421)
               0.017516516 = queryNorm
             0.32110074 = fieldWeight in 82, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.137612 = idf(docFreq=708, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.09935403 = weight(abstract_txt:librarians in 82) [ClassicSimilarity], result of:
           0.09935403 = score(doc=82,freq=5.0), product of:
             0.1519224 = queryWeight, product of:
               1.8534269 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.017516516 = queryNorm
             0.65397877 = fieldWeight in 82, product of:
               2.236068 = tf(freq=5.0), with freq of:
                 5.0 = termFreq=5.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.25835308 = weight(abstract_txt:patrons in 82) [ClassicSimilarity], result of:
           0.25835308 = score(doc=82,freq=2.0), product of:
             0.42914122 = queryWeight, product of:
               3.596947 = boost
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.017516516 = queryNorm
             0.6020235 = fieldWeight in 82, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.30881366 = weight(abstract_txt:reference in 82) [ClassicSimilarity], result of:
           0.30881366 = score(doc=82,freq=9.0), product of:
             0.36885974 = queryWeight, product of:
               4.7160625 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.017516516 = queryNorm
             0.8372116 = fieldWeight in 82, product of:
               3.0 = tf(freq=9.0), with freq of:
                 9.0 = termFreq=9.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
       0.24 = coord(6/25)
   

3. Koshik, I.; Okazawa, H.: ¬A conversation analytic study of actual and potential problems in communication in library chat reference interactions (2012) 0.16

   0.15937106 = sum of:
     0.15937106 = product of:
       0.79685533 = sum of:
         0.014061161 = weight(abstract_txt:library in 1456) [ClassicSimilarity], result of:
           0.014061161 = score(doc=1456,freq=1.0), product of:
             0.07055086 = queryWeight, product of:
               1.263036 = boost
               3.188885 = idf(docFreq=4976, maxDocs=44421)
               0.017516516 = queryNorm
             0.19930531 = fieldWeight in 1456, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.188885 = idf(docFreq=4976, maxDocs=44421)
               0.0625 = fieldNorm(doc=1456)
         0.088864945 = weight(abstract_txt:librarians in 1456) [ClassicSimilarity], result of:
           0.088864945 = score(doc=1456,freq=4.0), product of:
             0.1519224 = queryWeight, product of:
               1.8534269 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.017516516 = queryNorm
             0.5849364 = fieldWeight in 1456, product of:
               2.0 = tf(freq=4.0), with freq of:
                 4.0 = termFreq=4.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.0625 = fieldNorm(doc=1456)
         0.14733653 = weight(abstract_txt:wrong in 1456) [ClassicSimilarity], result of:
           0.14733653 = score(doc=1456,freq=1.0), product of:
             0.29511958 = queryWeight, product of:
               2.109201 = boost
               7.9878955 = idf(docFreq=40, maxDocs=44421)
               0.017516516 = queryNorm
             0.49924347 = fieldWeight in 1456, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.9878955 = idf(docFreq=40, maxDocs=44421)
               0.0625 = fieldNorm(doc=1456)
         0.31641662 = weight(abstract_txt:patrons in 1456) [ClassicSimilarity], result of:
           0.31641662 = score(doc=1456,freq=3.0), product of:
             0.42914122 = queryWeight, product of:
               3.596947 = boost
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.017516516 = queryNorm
             0.7373252 = fieldWeight in 1456, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.0625 = fieldNorm(doc=1456)
         0.2301761 = weight(abstract_txt:reference in 1456) [ClassicSimilarity], result of:
           0.2301761 = score(doc=1456,freq=5.0), product of:
             0.36885974 = queryWeight, product of:
               4.7160625 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.017516516 = queryNorm
             0.6240207 = fieldWeight in 1456, product of:
               2.236068 = tf(freq=5.0), with freq of:
                 5.0 = termFreq=5.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.0625 = fieldNorm(doc=1456)
       0.2 = coord(5/25)
   

4. Zemel, A.: Texts as actions : requests in online chats between reference librarians and library patrons (2017) 0.15

   0.14966941 = sum of:
     0.14966941 = product of:
       0.74834704 = sum of:
         0.020563962 = weight(abstract_txt:methods in 4684) [ClassicSimilarity], result of:
           0.020563962 = score(doc=4684,freq=1.0), product of:
             0.07940764 = queryWeight, product of:
               1.0940825 = boost
               4.1434727 = idf(docFreq=1915, maxDocs=44421)
               0.017516516 = queryNorm
             0.25896704 = fieldWeight in 4684, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.1434727 = idf(docFreq=1915, maxDocs=44421)
               0.0625 = fieldNorm(doc=4684)
         0.014061161 = weight(abstract_txt:library in 4684) [ClassicSimilarity], result of:
           0.014061161 = score(doc=4684,freq=1.0), product of:
             0.07055086 = queryWeight, product of:
               1.263036 = boost
               3.188885 = idf(docFreq=4976, maxDocs=44421)
               0.017516516 = queryNorm
             0.19930531 = fieldWeight in 4684, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.188885 = idf(docFreq=4976, maxDocs=44421)
               0.0625 = fieldNorm(doc=4684)
         0.09935403 = weight(abstract_txt:librarians in 4684) [ClassicSimilarity], result of:
           0.09935403 = score(doc=4684,freq=5.0), product of:
             0.1519224 = queryWeight, product of:
               1.8534269 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.017516516 = queryNorm
             0.65397877 = fieldWeight in 4684, product of:
               2.236068 = tf(freq=5.0), with freq of:
                 5.0 = termFreq=5.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.0625 = fieldNorm(doc=4684)
         0.40849215 = weight(abstract_txt:patrons in 4684) [ClassicSimilarity], result of:
           0.40849215 = score(doc=4684,freq=5.0), product of:
             0.42914122 = queryWeight, product of:
               3.596947 = boost
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.017516516 = queryNorm
             0.9518828 = fieldWeight in 4684, product of:
               2.236068 = tf(freq=5.0), with freq of:
                 5.0 = termFreq=5.0
               6.8111186 = idf(docFreq=132, maxDocs=44421)
               0.0625 = fieldNorm(doc=4684)
         0.20587577 = weight(abstract_txt:reference in 4684) [ClassicSimilarity], result of:
           0.20587577 = score(doc=4684,freq=4.0), product of:
             0.36885974 = queryWeight, product of:
               4.7160625 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.017516516 = queryNorm
             0.55814105 = fieldWeight in 4684, product of:
               2.0 = tf(freq=4.0), with freq of:
                 4.0 = termFreq=4.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.0625 = fieldNorm(doc=4684)
       0.2 = coord(5/25)
   

5. Quinn, B.: Beyond efficacy : the exemplar librarian as a new approach to reference evaluation (1994) 0.14

   0.13813908 = sum of:
     0.13813908 = product of:
       0.6906954 = sum of:
         0.0643122 = weight(abstract_txt:evaluation in 797) [ClassicSimilarity], result of:
           0.0643122 = score(doc=797,freq=2.0), product of:
             0.09281496 = queryWeight, product of:
               1.1828452 = boost
               4.479632 = idf(docFreq=1368, maxDocs=44421)
               0.017516516 = queryNorm
             0.6929077 = fieldWeight in 797, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.479632 = idf(docFreq=1368, maxDocs=44421)
               0.109375 = fieldNorm(doc=797)
         0.04606206 = weight(abstract_txt:method in 797) [ClassicSimilarity], result of:
           0.04606206 = score(doc=797,freq=1.0), product of:
             0.09361123 = queryWeight, product of:
               1.1879083 = boost
               4.4988065 = idf(docFreq=1342, maxDocs=44421)
               0.017516516 = queryNorm
             0.49205697 = fieldWeight in 797, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.4988065 = idf(docFreq=1342, maxDocs=44421)
               0.109375 = fieldNorm(doc=797)
         0.07775683 = weight(abstract_txt:librarians in 797) [ClassicSimilarity], result of:
           0.07775683 = score(doc=797,freq=1.0), product of:
             0.1519224 = queryWeight, product of:
               1.8534269 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.017516516 = queryNorm
             0.51181936 = fieldWeight in 797, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.109375 = fieldNorm(doc=797)
         0.099756084 = weight(abstract_txt:performance in 797) [ClassicSimilarity], result of:
           0.099756084 = score(doc=797,freq=1.0), product of:
             0.19742493 = queryWeight, product of:
               2.4396915 = boost
               4.619759 = idf(docFreq=1189, maxDocs=44421)
               0.017516516 = queryNorm
             0.50528616 = fieldWeight in 797, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.619759 = idf(docFreq=1189, maxDocs=44421)
               0.109375 = fieldNorm(doc=797)
         0.4028082 = weight(abstract_txt:reference in 797) [ClassicSimilarity], result of:
           0.4028082 = score(doc=797,freq=5.0), product of:
             0.36885974 = queryWeight, product of:
               4.7160625 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.017516516 = queryNorm
             1.0920362 = fieldWeight in 797, product of:
               2.236068 = tf(freq=5.0), with freq of:
                 5.0 = termFreq=5.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.109375 = fieldNorm(doc=797)
       0.2 = coord(5/25)