Beyond Satisfaction: Investigating Patron Use of Reference Information. Issue 1 (2nd January 2017)

• Record Type: Journal Article
• Authors: Lenkart, Joseph; Krogman, Alexandra; Ward, David
• Is Part Of: Internet reference services quarterly. Volume 22:Issue 1(2017)
• Page Start: 1
• Page End: 24
• Publication Date: 2017-01-02
• Subjects: reference services -- qualitative studies -- user interviews -- service improvement -- staff training; Internet -- Periodicals; Library information networks -- Periodicals; Reference services (Libraries) -- Periodicals; Internet in library reference services -- Periodicals; 025.002854678
• DOI: 10.1080/10875301.2017.1305476
• Languages: English
• ISSNs: 1087-5301

Abstract

ABSTRACT: This study examines and categorizes common next steps patrons take with information received during reference encounters and examines implications for practice. In a qualitative user study, patrons at a large academic library were interviewed to investigate the criteria they used to evaluate the completeness and accuracy of individual reference encounters and to uncover what they did after the encounter with the information they received. Results indicate practical directions for staff training, marketing, outreach, and design of reference services to accommodate the full life cycle of patron research needs.