Improving the Quality Of Telephone Reference Service
Date
1995-12
Authors
Quinn, Brian A.
Journal Title
Journal ISSN
Volume Title
Publisher
Pierian Press
Abstract
Discusses telephone reference services in libraries. Topics include characteristics of quality phone reference; policies and guidelines for quality service; a survey of pertinent literature evaluating telephone reference; training; and technology for telephone reference, including cellular and cordless phones, electronic resources, and automated telephone systems.
Description
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.
Keywords
Telephone reference services, Reference services, Reference sources, Reviews
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