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Who's Giving All Those Wrong Answers? Direct Service and Reference Personnel Evaluation

The literature of reference service evaluation is extensive. Rothstein, Weech, Lancaster, and Bunge are a few of the authors who have published reviews of reference evaluation literature. l Murfin and Wynar list 127 citations under "Measurement and Evaluation" in their reference service bibliography. 2 It is evident from these reviews and bibliographies that few reports or articles specifically on reference personnel evaluation have appeared in the literature. The lack of attention to reference personnel evaluation is perhaps understandable given the service rather than administrative orientation of most reference librarians. The focus has thus been on the evaluation of the service provided rather than on the personnel providing the service.