Improving the quality of telephone reference service

Abstract

Although the telephone constitutes an important aspect of reference service in many libraries, it is frequently taken for granted or overlooked by both patrons and professional staff alike. Often, it is seen by librarians as merely an adjunct service, or even something of a nuisance. In this view, telephone reference is considered secondary and subordinate to serving on‐site patrons.

Citation

Quinn, B. (1995), "Improving the quality of telephone reference service", Reference Services Review, Vol. 23 No. 4, pp. 39-50. https://doi.org/10.1108/eb049263