TY  - JOUR
AB  - A survey is presented of the use of unobtrusive testing techniques
to measure reference enquiry answering performance, emphasising research
carried out in Britain. British studies reveal similar performance
figures to those obtained by American studies; the average succes rate
here also being only about 55 per cent. Possible developments in the use
of the techniques to aid user service research and management are
suggested, and the limitations of unobtrusive testing methods are
considered. The improvement of enquiry answering performance would seem
to lie in better training of library staff in communication skills.
VL  - 39
IS  - 6
SN  - 0024-2535
DO  - 10.1108/00242539010002309
UR  - https://doi.org/10.1108/00242539010002309
AU  - Whittaker Kenneth
PY  - 1990
Y1  - 1990/01/01
TI  - Unobtrusive Testing of Reference Enquiry Work
T2  - Library Review
PB  - MCB UP Ltd
Y2  - 2024/09/21
ER  -