Whitlatch, Jo Bell

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San Jose State University

Research topics from the program - Unanswered questions: Gaps in research on reference effectiveness

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San Jose State UniversitySJSU ScholarWorksFaculty Publications School of Information1-1-1992Research topics from the program - Unansweredquestions: Gaps in research on referenceeffectivenessJo Bell WhitlatchSan Jose State University, jobell.whitlatch@sjsu.eduFollow this and additional works at: https://scholarworks.sjsu.edu/slis_pubPart of the Library and Information Science CommonsThis Article is brought to you for free and open access by the School of Information at SJSU ScholarWorks. It has been accepted for inclusion in FacultyPublications by an authorized administrator of SJSU ScholarWorks. For more information, please contact scholarworks@sjsu.edu.Recommended CitationJo Bell Whitlatch. "Research topics from the program - Unanswered questions: Gaps in research on reference effectiveness" ReferenceQuarterly (1992): 333-337.                                                                                                                                      Title: Research topics from the program - unanswered questions: gaps in research on reference effectiveness Author(s): Jo Bell Whitlatch Source: RQ. 31.3 (Spring 1992): p333. Document Type: Article Full Text: COPYRIGHT 1992 American Library Association http://www.ala.org Full Text: At the 1991 Annual Conference, the RASD Research and Statistics Committee sponsored a presentation and small group discussion to explore topics of needed research in the areas of reference and adult services. Last issue (Winter 1991), we published James Rettig's keynote speech, "Unanswered Questions." Presented below are the questions that resulted from the brainstorming session that followed Rettig's talk. Some of these will be explored further at the committee's Preconference on Reference Effectiveness, to be held in conjunction with the 1992 Annual Conference. The RASD Research and Statistics Program at the ALA Annual Conference in July 1991 generated many ideas for future research. [1] The following topics were generated from group brainstorming and have not been edited by the RASD Research and Statistics Committee to select the most suitable topics for future research. Collections--Both Automated and Printed Core Collections * Are there certain reference tools without which a reference service cannot function effectively? Significant variables in a study of this question might be country, urban vs. rural libraries, and type of library (academic or public). * What is an optimum reference collection size? Is there a threshold to reference collection size above which effectiveness declines? Are there variables that modify this threshold? At what point does more produce less and why? * How does optimum collection size relate to the mission of the library or the characteristics of the population it serves? * How have increasing serials prices and resulting serials cuts influenced the utility of reference collections? * What allocation of funds between reference sources and circulating collections provides the most effective library service? * How can use studies of reference sources be utilized to identify core collections? In addition to reference                                                                      collection use, what other factors should be considered? Organization of Collections * What is the optimum way of organizing reference collections? Indexes? Do these differ by type of library? * How does the physical accessibility of a source to the librarian influence the probability that the answer will be found? * To what extent does the way in which a reference collection and its various parts are arranged become a self-fulfilling prophecy about which items will receive the most use? * Which indexing systems/subject terms within the same discipline are most effective? * What is the utility of reference sources in different media (e.g., CD-ROM, online, or printed materials)? * Will the same database be a more effective reference source when locally mounted or remotely accessible? Collection Use * Who uses the reference collection and what sources do they use? * Is frequency of use of a source related to value of information provided by the source? * How do patrons use reference collections? * Do patrons (unassisted by reference librarians) and librarians tend to use different reference sources? If they do, how does their use differ? * How do reference librarians select sources they use to provide answers to                                                                                    queries? What are the major factors that influence their decision? Electronic Sources * Do users' expectations of electronic reference sources differ from their expectations of printed sources? If so, how do their expectations differ and why? * In searching electronic systems, do librarians make a difference to users in value added to search results? * What factors influence the librarian's success as a human interface between an electronic system and a user? * Do reference staff really understand how each electronic system works? * How do the increasing number and complexity of electronic information sources with different search strategies and interfaces affect delivery of effective reference service? * What is the most effective design for screen displays? * How do librarians decide how much to teach a user? * How do people learn to use electronic sources? How do people's varied learning styles affect their success in using an electronic system? How do users make the translation from one electronic system to another? * What motivates librarians to select an electronic source? What motivates patrons to use a particular electronic source? * What variables are most influential in user evaluations of search results? In evaluating search results, is more                                                                 better? Or is less better? External Resources * Under what circumstances should a�reference librarian turn to external�resources? A significant variable in such�a study might be type of library (e.g.,�academic, public, or special).�* What is the most effective method for�librarians to identify the most�appropriate external resources?�Personnel Performance Management�Performance Appraisal of Individuals�* What peer review methods are the�most effective?�* What is the most effective method of�observing reference librarian�performance without disrupting service to�patrons?�* For academic librarians in faculty�status situations, how can performance�management systems be combined�with established peer review systems?�* How does performance evaluation�change when there are no perceived�rewards available?�Environment and Organizational Climate�* What working conditions, managerial�practices, and reward systems yield�the most effective reference�performance?�* What personnel evaluation systems�are the most informative and helpful�to both the individual being evaluated�and the employing organization?�* Does the administrative climate (e.g.,�supportive and involved vs.�unresponsive and remote) affect the�quality of reference service provided? If so,�                                                         what is the impact of different managerial levels (e.g., department heads vs. top managers)? * What is the impact of different supervisory styles upon reference effectiveness? * What can the different levels of library management do to increase quality of reference service? * How do different physical arrangements of the reference desk influence reference service effectiveness? Staff Skill and Knowledge * What are the skills and what is the body of knowledge a reference librarian must have to be an effective reference service provider? * What effect do various types of continuing education programs have on performance? * To what extent is type of library a variable, especially in terms of knowledge and skills required to render effective service? * Do peer/mentor counseling systems improve reference service quality? Responsibilities * Does a division of labor by type of task among the reference librarians of a department result in better service overall or not? * Does the work performed in reference service lend itself to specialization and a team approach? Would reference service be conducted more effectively by teams than by the solitary individual usually found staffing a reference desk, especially at peak demand times                                                                                 such as evenings and weekends? Managing Workload--Volume and Desk Staffing Type of Personnel * What sort of personnel are most effective--specialists or generalists? * What is the role of library assistants in providing reference service and what are the limits, if any, on the services they can provide effectively? * How can reference responsibilities be assigned to the various levels of library staff to balance needs for high quality and cost effective reference service? * Do librarians and library assistants differ in their approaches to seeking answers to reference questions? If so, how do these differences influence the quality of service provided? * What variables are most important in successfully utilizing staff, who are not librarians, to provide effective reference service? Important variables to include in a study might be: type of training, education, questions answered, referral process, and staff levels (e.g., graduate students, clerical, library technicians, undergraduate students). * What sort of services or tasks are best performed by various classes of personnel? * How many hours should the reference desk be staffed relative to the library building hours? If the reference desk is not staffed for all library building hours, how do users satisfy reference information needs when the reference desk is not staffed? What building and                                                                              system designs promote effective independent use? Workload and Staffing * What is the optimum amount of personnel needed in a given setting for effective reference service? * Do individual libraries even know, other than in an impressionistic way, when their peak demand periods are? * Is there a relationship between the length of time a librarian spends on a question (or with a patron) and the likelihood of success? If longer amounts of time are related to greater success, is there a point after which likelihood of success diminishes? * What method of handling a crowd at the reference desk is more effective--dealing with quick questions first or the first-come-first-served method? * Just how long are patrons willing to wait for reference service? What makes reference service different from other services (e.g., auto repair, medical appointments, or parent-teacher conferences) that people routinely wait for, often without a word of complaint? * What are the most important workload variables influencing quality of reference service? Variables that should be studied include: hours scheduled at the desk per week, intensity of demand per hour, and other factors creating chronic stress, such as poor equipment maintenance, inadequate signage, poor building design, and telephone service demands                                                                                conflicting with in-person service demands. How can appropriate workload norms/standards be developed for reference librarians? * How should recommendations for the�optimum number of hours spent at the�desk or in online search, or other�reference tasks, take into consideration not�just the physical and pyschological�limits of the librarian, but also the�librarian's needs for self-esteem and a�sense of control over his or her own�professional conduct?�Evaluation of Success/Quality/Accuracy of Reference Outcomes�Types of Service Outcomes�* What are the strengths and�weaknesses of various measures of�effectiveness that have been used (e.g.,�user satisfaction, expert review, self-evaluation,�unobtrusive measures,�obtrusive measures, and comparisons�of patron and librarian assessments of�the same encounter)?�* What are the limits of unobtrusive�testing of the accuracy of answers to�reference questions?�* Do patrons know enough about the�potential of reference services to�evaluate them properly?�* How can patron and librarian�assessments be combined?�* How can we design more effective�methods of obtaining feedback from�users?�* How is quality of service provided�influenced by librarian attitudes�concerning teaching and assisting�students? How can you evaluate�                                                                           librarian attitudes? * How can we go beyond output measures, which look only at information supplied to users, and measure the benefit of the service to the user (i.e., how did it affect the user's life)? * Which reference evaluation instruments are most effective in diagnosing reference service problems and appropriate changes in services to correct problems? * What are the major variables influencing reference service quality? Variables which should be studied include: librarian knowledge of sources, level of demand for service, interpersonal interview skills, staff training and education, morale and motivation of reference librarians, use of electronic vs. printed sources, and teaching information sources vs. providing the answer. Library Users * How should evaluations of reference librarian service be appropriately weighted? Balance results such as locating needed information with other outcomes (e.g., user satisfaction with librarian helpfulness). * Does patron satisfaction last over time? * How much do we know about users' information-seeking behavior? What implications does this behavior have for rendering effective service? * What do users assume about the library's resources and services? * What are users' expectations                                                                               concerning library resources and services? How do those expectations compare with the library's vision for service programs? * Do patron expectations and behavior vary in relation to some identifiable variables? If so, what are the most influential variables? To what extent can libraries through their behavior (e.g., type of service offerings, organization of services, and service policies and procedures) shape and modify patron expectations and behavior? Just how much plasticity is there to patron expectations and behavior? * How much value does the mediation of a reference librarian add to patrons' information searches, and how much time does it save? * How well can patrons judge their success? * What conditions must exist for users to be motivated to learn how to use references sources rather than simply obtaining the desired information from the sources? * How many patrons follow-up on referrals? What conditions must exist for a patron to act on a referral? For patrons who do follow-up on referrals, how much of a difference does it make? How much added value do users receive for effort expended? * How successful are users who act on their own behalf? * It appears that, despite the complexity of libraries, most library users do not use reference services. If not, why                                                                                not? Reference Services New Program Development Types of Services Offered * What effect will emerging technology have on the shape and mode of delivery of reference services and, consequently, on patron expectations and patron assessments of effectiveness? * How will the development of expert systems that can handle many of the routine information questions influence the nature of reference services? * As electronic information sources proliferate, as their effective use continues to require a broad knowledge of the characteristics of various databases and command languages, and as options multiply, will reference service abandon the desk and the walk-in demand pattern it has known for decades? * Will future reference service come to resemble consultations between clients and service providers in other professions such as law or medicine? If librarians lead in the direction of research consultations by appointment, will users follow? What is the demand for and acceptance by users of research consultations by appointment as a supplement to reference desk service? What conditions must exist for users to be willing to wait for service appointments? * Is the familiar on-demand, walk-up, over-the-telephone arrangement for providing reference service the most effective way of doing it?                                                                                                                                                           * What is the most effective method of�identifying target audiences for new�services?�For all of these topics we need to ask the following questions:�* What fields of study, in addition to�library and information studies,�might provide models of inquiry for�seeking answers to such questions?�* With what sort of specialists ought�reference librarians and researchers�collaborate to study these issues?�* Does the answer to any research�question differ when it is asked about a�particular type of library, or a library�in a particular country?�Through publication of research topics generated by the recent conference program, the Research and Statistics Committee hopes to stimulate research�on reference effectiveness. As a follow up to the program, the Committee is sponsoring the Preconference on Reference Effectiveness (ALA Summer 1992 meeting in San Francisco) where refereed papers will address this understudied area. REFERENCES AND NOTES [1]This list of possible research topics was developed by the many participants in the July 1991 program titled "Unanswered Questions." However, the following people made major contributions to the ideas listed above: James Rettig, Margaret Joseph, Geraldine King, Eleanor Mathews, Marjorie Murfin, and Beth Sandore, as the program keynote speaker and group discussion leaders. Special thanks are also due to the following group discussion notetakers: Tom Cashore, Prudence Dalrymple, Kimberly Spyers Duran, Susan Klingberg, Virginia Moreland, David Null, Charles Patterson, Tom Tollman, and Marilyn Von Seggern. Jo Bell Whitlatch, Chair 1990-1991 RASD Research and Statistics Committee.�Abstract: A group brainstorming session was held at the July 1991 ALA conference to select topics for future reference service research. Topics were suggested�in the general areas of collections, personnel management, evaluation of reference services and new program development.�Source Citation (MLA 7th Edition)�Whitlatch, Jo Bell. "Research topics from the program - unanswered questions: gaps in research on reference effectiveness." RQ Spring 1992: 333+.�Academic OneFile. Web. 5 Aug. 2013.�

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Research topics from the program - Unanswered questions: Gaps in research on reference effectiveness

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