Performance Standards for Accuracy in Reference and Information Services: The Impact of Unobtrusive
At the end of the 1960s, Terrence Crowley and Thomas Childers developed and applied the first systematic methodology for unobtrusively measuring the accuracy of reference and information services in public libraries. This innovative work was the outcome of their respective doctoral dissertations. In 1971, this methodology was presented for consideration to a wider professional audience through publication in a joint research monograph. There is no published evidence that unobtrusive measures were adopted by the profession as an immediate response to the publication of the 1971 monograph.