The quality of academic and public library reference service provided for NTIS products and services: Unobtrusive test results |
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| Institution: | 1. University of Pardubice, Faculty of Economics and Administration, Pardubice, Czech Republic;2. University of Tartu, Faculty of Science and Technology, Tartu, Estonia;3. University of Warsaw, Faculty of Journalism, Information and Book Studies, Warsaw, Poland;4. University of Pristina – Kosovska Mitrovica, Faculty of Technical Sciences, Kosovska Mitrovica, Serbia;5. University of Gothenburg, Swedish Center for Digital Innovation, Gothenburg, Sweden;6. Swedish National Road and Transport Research Institute, Gothenburg, Sweden;7. St. Pölten University of Applied Sciences, Institute of IT Security Research, St. Pölten, Austria;8. KU Leuven, Public Governance Institute, Leuven, Belgium;9. University of Twente, Section of Governance and Technology for Sustainability, Enschede, the Netherlands;10. Delft University of Technology, Faculty of Technology, Policy and Management, Delft, the Netherlands;11. University of Granada, Department of Accounting and Finance, Granada, Spain;1. University Library, Bayero University, Kano, Nigeria;2. Kashim Ibrahim Library, Ahmadu Bello University, Zaria, Nigeria;3. Donald Ekong Library, University of Port Harcourt, Port Harcourt, Nigeria |
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| Abstract: | This article reports on the use of unobtrusive testing to gather data on a performance measure—correct answer fill rate. Personnel from 12 academic and public libraries participating in the U.S. Government Printing Office's depository program were asked 5 pretested questions and the accuracy and efficiency of their search outcome were measured.Although the article reports a pilot project, the findings and discussion of study results should have broad interest. They document the inability of a number of staff members to negotiate successfully reference questions pertaining to NTIS and technical report literature. Clearly, the study merits replication on a broader scale and library staff should review their search skills with the test questions appended to this article. |
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