Unobtrusive studies and the quality of academic library reference services

Citation data:

College & Research Libraries, Vol: 50, Issue: 2, Page: 181-194

Publication Year:
Usage 164
Downloads 136
Abstract Views 28
Repository URL:;
Whitlatch, Jo Bell
quality; academic; library; reference; services; Library and Information Science
article description
This article uses empirical data from a recent obtrusive study of reference performance to explore content validity and assumptions regarding unobtrusive studies. Data collected by author support the contention that improvements are highly desirable before conducting more unobtrusive studies of reference service. The two most important changes concern the development of test questions representing all types of queries and supplementing the correct fill rate with other measures of reference performance.