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20 Pages

Output Measures, Unobtrusive Testing, and Assessing the Quality of Reference Services

the Quality Charles R. McClure

One common purpose of library linforrnation services is "the provision of accurate, prompt, and up-to-date answers in response to clientele's reference questions." Such a goal gets at the heart of library linformation services and suggests a primary mission for which libraries exist. Unfortunately, librarians frequently have little knowledge as to the overall quality of the reference services provided, nor do they engage in an ongoing program of assessment, training, and program development vis a vis reference services.