Document (#9800)

Author
Pernat, M.
Title
Developing a reference telephone inquiries service
Source
Australian library review. 11(1994) no.2, S.165-169
Year
1994
Abstract
In May 92 the Humanities and Social Science Library at Monash University introduced a reference telephone inquiries as a 12-month pilot project. Incoming calls to the main information desk at Clayton Campus were diverted to en extension staffed by paraprofessionals away from the public area. Discusses the service provided, staffing, training and ongoing communication, equipment, statistics kept, benefits to reference and technical staff and library patrons and future plans
Theme
Informationsdienstleistungen

Similar documents (content)

  1. Dearie, T.N.; Perez, A.J.: Traditional access to the library via telephone service (1992) 0.31 
    0.30601713 = sum of:
  0.30601713 = product of:
    1.0929183 = sum of:
      0.026817515 = weight(abstract_txt:library in 4553) [ClassicSimilarity], result of:
        0.026817515 = score(doc=4553,freq=2.0), product of:
          0.063472934 = queryWeight, product of:
            1.1318926 = boost
            3.1867187 = idf(docFreq=4964, maxDocs=44218)
            0.01759704 = queryNorm
          0.42250317 = fieldWeight in 4553, product of:
            1.4142135 = tf(freq=2.0), with freq of:
              2.0 = termFreq=2.0
            3.1867187 = idf(docFreq=4964, maxDocs=44218)
            0.09375 = fieldNorm(doc=4553)
      0.09269688 = weight(abstract_txt:patrons in 4553) [ClassicSimilarity], result of:
        0.09269688 = score(doc=4553,freq=1.0), product of:
          0.1451063 = queryWeight, product of:
            1.2101496 = boost
            6.8140855 = idf(docFreq=131, maxDocs=44218)
            0.01759704 = queryNorm
          0.6388205 = fieldWeight in 4553, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            6.8140855 = idf(docFreq=131, maxDocs=44218)
            0.09375 = fieldNorm(doc=4553)
      0.16300994 = weight(abstract_txt:desk in 4553) [ClassicSimilarity], result of:
        0.16300994 = score(doc=4553,freq=2.0), product of:
          0.16779368 = queryWeight, product of:
            1.3013189 = boost
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.01759704 = queryNorm
          0.9714904 = fieldWeight in 4553, product of:
            1.4142135 = tf(freq=2.0), with freq of:
              2.0 = termFreq=2.0
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.09375 = fieldNorm(doc=4553)
      0.17853539 = weight(abstract_txt:incoming in 4553) [ClassicSimilarity], result of:
        0.17853539 = score(doc=4553,freq=1.0), product of:
          0.22462551 = queryWeight, product of:
            1.505655 = boost
            8.478011 = idf(docFreq=24, maxDocs=44218)
            0.01759704 = queryNorm
          0.7948135 = fieldWeight in 4553, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            8.478011 = idf(docFreq=24, maxDocs=44218)
            0.09375 = fieldNorm(doc=4553)
      0.09707284 = weight(abstract_txt:service in 4553) [ClassicSimilarity], result of:
        0.09707284 = score(doc=4553,freq=3.0), product of:
          0.13072067 = queryWeight, product of:
            1.624363 = boost
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.01759704 = queryNorm
          0.74259746 = fieldWeight in 4553, product of:
            1.7320508 = tf(freq=3.0), with freq of:
              3.0 = termFreq=3.0
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.09375 = fieldNorm(doc=4553)
      0.11047769 = weight(abstract_txt:reference in 4553) [ClassicSimilarity], result of:
        0.11047769 = score(doc=4553,freq=2.0), product of:
          0.1867195 = queryWeight, product of:
            2.377669 = boost
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.01759704 = queryNorm
          0.5916773 = fieldWeight in 4553, product of:
            1.4142135 = tf(freq=2.0), with freq of:
              2.0 = termFreq=2.0
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.09375 = fieldNorm(doc=4553)
      0.42430803 = weight(abstract_txt:telephone in 4553) [ClassicSimilarity], result of:
        0.42430803 = score(doc=4553,freq=3.0), product of:
          0.349462 = queryWeight, product of:
            2.655895 = boost
            7.4773793 = idf(docFreq=67, maxDocs=44218)
            0.01759704 = queryNorm
          1.214175 = fieldWeight in 4553, product of:
            1.7320508 = tf(freq=3.0), with freq of:
              3.0 = termFreq=3.0
            7.4773793 = idf(docFreq=67, maxDocs=44218)
            0.09375 = fieldNorm(doc=4553)
    0.28 = coord(7/25)
  2. Makinen, R.H.: Scheduling technical services staff at the reference desk (1998) 0.18 
    0.17823853 = sum of:
  0.17823853 = product of:
    0.7426605 = sum of:
      0.06974076 = weight(abstract_txt:benefits in 2204) [ClassicSimilarity], result of:
        0.06974076 = score(doc=2204,freq=1.0), product of:
          0.09908505 = queryWeight, product of:
            5.6307793 = idf(docFreq=430, maxDocs=44218)
            0.01759704 = queryNorm
          0.7038474 = fieldWeight in 2204, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            5.6307793 = idf(docFreq=430, maxDocs=44218)
            0.125 = fieldNorm(doc=2204)
      0.025283799 = weight(abstract_txt:library in 2204) [ClassicSimilarity], result of:
        0.025283799 = score(doc=2204,freq=1.0), product of:
          0.063472934 = queryWeight, product of:
            1.1318926 = boost
            3.1867187 = idf(docFreq=4964, maxDocs=44218)
            0.01759704 = queryNorm
          0.39833984 = fieldWeight in 2204, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            3.1867187 = idf(docFreq=4964, maxDocs=44218)
            0.125 = fieldNorm(doc=2204)
      0.2173466 = weight(abstract_txt:desk in 2204) [ClassicSimilarity], result of:
        0.2173466 = score(doc=2204,freq=2.0), product of:
          0.16779368 = queryWeight, product of:
            1.3013189 = boost
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.01759704 = queryNorm
          1.2953205 = fieldWeight in 2204, product of:
            1.4142135 = tf(freq=2.0), with freq of:
              2.0 = termFreq=2.0
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.125 = fieldNorm(doc=2204)
      0.17515339 = weight(abstract_txt:staffing in 2204) [ClassicSimilarity], result of:
        0.17515339 = score(doc=2204,freq=1.0), product of:
          0.18307514 = queryWeight, product of:
            1.3592854 = boost
            7.653836 = idf(docFreq=56, maxDocs=44218)
            0.01759704 = queryNorm
          0.9567295 = fieldWeight in 2204, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            7.653836 = idf(docFreq=56, maxDocs=44218)
            0.125 = fieldNorm(doc=2204)
      0.07472671 = weight(abstract_txt:service in 2204) [ClassicSimilarity], result of:
        0.07472671 = score(doc=2204,freq=1.0), product of:
          0.13072067 = queryWeight, product of:
            1.624363 = boost
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.01759704 = queryNorm
          0.5716518 = fieldWeight in 2204, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.125 = fieldNorm(doc=2204)
      0.18040933 = weight(abstract_txt:reference in 2204) [ClassicSimilarity], result of:
        0.18040933 = score(doc=2204,freq=3.0), product of:
          0.1867195 = queryWeight, product of:
            2.377669 = boost
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.01759704 = queryNorm
          0.966205 = fieldWeight in 2204, product of:
            1.7320508 = tf(freq=3.0), with freq of:
              3.0 = termFreq=3.0
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.125 = fieldNorm(doc=2204)
    0.24 = coord(6/25)
  3. Allen, F.R.; Smith, R.H.: ¬A survey of telephone enquiries : case study and operational impact in an academic library reference department (1993) 0.13 
    0.1326723 = sum of:
  0.1326723 = product of:
    0.6633615 = sum of:
      0.015802374 = weight(abstract_txt:library in 5030) [ClassicSimilarity], result of:
        0.015802374 = score(doc=5030,freq=1.0), product of:
          0.063472934 = queryWeight, product of:
            1.1318926 = boost
            3.1867187 = idf(docFreq=4964, maxDocs=44218)
            0.01759704 = queryNorm
          0.2489624 = fieldWeight in 5030, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            3.1867187 = idf(docFreq=4964, maxDocs=44218)
            0.078125 = fieldNorm(doc=5030)
      0.16658273 = weight(abstract_txt:calls in 5030) [ClassicSimilarity], result of:
        0.16658273 = score(doc=5030,freq=4.0), product of:
          0.15257978 = queryWeight, product of:
            1.2409219 = boost
            6.987357 = idf(docFreq=110, maxDocs=44218)
            0.01759704 = queryNorm
          1.0917746 = fieldWeight in 5030, product of:
            2.0 = tf(freq=4.0), with freq of:
              4.0 = termFreq=4.0
            6.987357 = idf(docFreq=110, maxDocs=44218)
            0.078125 = fieldNorm(doc=5030)
      0.046704195 = weight(abstract_txt:service in 5030) [ClassicSimilarity], result of:
        0.046704195 = score(doc=5030,freq=1.0), product of:
          0.13072067 = queryWeight, product of:
            1.624363 = boost
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.01759704 = queryNorm
          0.3572824 = fieldWeight in 5030, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.078125 = fieldNorm(doc=5030)
      0.14556715 = weight(abstract_txt:reference in 5030) [ClassicSimilarity], result of:
        0.14556715 = score(doc=5030,freq=5.0), product of:
          0.1867195 = queryWeight, product of:
            2.377669 = boost
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.01759704 = queryNorm
          0.77960336 = fieldWeight in 5030, product of:
            2.236068 = tf(freq=5.0), with freq of:
              5.0 = termFreq=5.0
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.078125 = fieldNorm(doc=5030)
      0.28870505 = weight(abstract_txt:telephone in 5030) [ClassicSimilarity], result of:
        0.28870505 = score(doc=5030,freq=2.0), product of:
          0.349462 = queryWeight, product of:
            2.655895 = boost
            7.4773793 = idf(docFreq=67, maxDocs=44218)
            0.01759704 = queryNorm
          0.8261415 = fieldWeight in 5030, product of:
            1.4142135 = tf(freq=2.0), with freq of:
              2.0 = termFreq=2.0
            7.4773793 = idf(docFreq=67, maxDocs=44218)
            0.078125 = fieldNorm(doc=5030)
    0.2 = coord(5/25)
  4. Eckwright, G.Z.; Hoskisson, T.; Pollastro, M.: Reference etiquette : a guide to excruciatingly correct behavior (1998) 0.13 
    0.1317267 = sum of:
  0.1317267 = product of:
    0.8232919 = sum of:
      0.2173466 = weight(abstract_txt:desk in 2068) [ClassicSimilarity], result of:
        0.2173466 = score(doc=2068,freq=2.0), product of:
          0.16779368 = queryWeight, product of:
            1.3013189 = boost
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.01759704 = queryNorm
          1.2953205 = fieldWeight in 2068, product of:
            1.4142135 = tf(freq=2.0), with freq of:
              2.0 = termFreq=2.0
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.125 = fieldNorm(doc=2068)
      0.17515339 = weight(abstract_txt:staffing in 2068) [ClassicSimilarity], result of:
        0.17515339 = score(doc=2068,freq=1.0), product of:
          0.18307514 = queryWeight, product of:
            1.3592854 = boost
            7.653836 = idf(docFreq=56, maxDocs=44218)
            0.01759704 = queryNorm
          0.9567295 = fieldWeight in 2068, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            7.653836 = idf(docFreq=56, maxDocs=44218)
            0.125 = fieldNorm(doc=2068)
      0.10415938 = weight(abstract_txt:reference in 2068) [ClassicSimilarity], result of:
        0.10415938 = score(doc=2068,freq=1.0), product of:
          0.1867195 = queryWeight, product of:
            2.377669 = boost
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.01759704 = queryNorm
          0.55783874 = fieldWeight in 2068, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.125 = fieldNorm(doc=2068)
      0.3266325 = weight(abstract_txt:telephone in 2068) [ClassicSimilarity], result of:
        0.3266325 = score(doc=2068,freq=1.0), product of:
          0.349462 = queryWeight, product of:
            2.655895 = boost
            7.4773793 = idf(docFreq=67, maxDocs=44218)
            0.01759704 = queryNorm
          0.9346724 = fieldWeight in 2068, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            7.4773793 = idf(docFreq=67, maxDocs=44218)
            0.125 = fieldNorm(doc=2068)
    0.16 = coord(4/25)
  5. Herman, D.: But does it work? : evaluating the Brandeis reference model (1994) 0.13 
    0.13076936 = sum of:
  0.13076936 = product of:
    0.65384674 = sum of:
      0.0772474 = weight(abstract_txt:patrons in 208) [ClassicSimilarity], result of:
        0.0772474 = score(doc=208,freq=1.0), product of:
          0.1451063 = queryWeight, product of:
            1.2101496 = boost
            6.8140855 = idf(docFreq=131, maxDocs=44218)
            0.01759704 = queryNorm
          0.5323504 = fieldWeight in 208, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            6.8140855 = idf(docFreq=131, maxDocs=44218)
            0.078125 = fieldNorm(doc=208)
      0.16637133 = weight(abstract_txt:desk in 208) [ClassicSimilarity], result of:
        0.16637133 = score(doc=208,freq=3.0), product of:
          0.16779368 = queryWeight, product of:
            1.3013189 = boost
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.01759704 = queryNorm
          0.9915232 = fieldWeight in 208, product of:
            1.7320508 = tf(freq=3.0), with freq of:
              3.0 = termFreq=3.0
            7.3274393 = idf(docFreq=78, maxDocs=44218)
            0.078125 = fieldNorm(doc=208)
      0.08089404 = weight(abstract_txt:service in 208) [ClassicSimilarity], result of:
        0.08089404 = score(doc=208,freq=3.0), product of:
          0.13072067 = queryWeight, product of:
            1.624363 = boost
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.01759704 = queryNorm
          0.6188312 = fieldWeight in 208, product of:
            1.7320508 = tf(freq=3.0), with freq of:
              3.0 = termFreq=3.0
            4.5732145 = idf(docFreq=1240, maxDocs=44218)
            0.078125 = fieldNorm(doc=208)
      0.23726921 = weight(abstract_txt:staffed in 208) [ClassicSimilarity], result of:
        0.23726921 = score(doc=208,freq=1.0), product of:
          0.3066135 = queryWeight, product of:
            1.7591043 = boost
            9.905128 = idf(docFreq=5, maxDocs=44218)
            0.01759704 = queryNorm
          0.7738381 = fieldWeight in 208, product of:
            1.0 = tf(freq=1.0), with freq of:
              1.0 = termFreq=1.0
            9.905128 = idf(docFreq=5, maxDocs=44218)
            0.078125 = fieldNorm(doc=208)
      0.09206475 = weight(abstract_txt:reference in 208) [ClassicSimilarity], result of:
        0.09206475 = score(doc=208,freq=2.0), product of:
          0.1867195 = queryWeight, product of:
            2.377669 = boost
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.01759704 = queryNorm
          0.49306446 = fieldWeight in 208, product of:
            1.4142135 = tf(freq=2.0), with freq of:
              2.0 = termFreq=2.0
            4.46271 = idf(docFreq=1385, maxDocs=44218)
            0.078125 = fieldNorm(doc=208)
    0.2 = coord(5/25)