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This exploratory study investigated the help-seeking preferences of library users at two large urban universities in Toronto. Reference desk and virtual reference users were compared in terms of their perceptions of the options now available for obtaining reference help. (more…)
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Many library customers’ questions never reach designated service points such as circulation and reference desks. These questions may be addressed to personnel untrained in customer service such as student shelving staff in an academic library. (more…)
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Subject searching in the OPAC is the most problematic of all search types, causing far greater difficulty for patrons than keyword searching and known-item searching. This study combines two methodologies—transaction log analysis and user observation interviews—to examine the reasons for patrons’ failure to use subject searching effectively. (more…)
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This article describes a multiple-methods approach to examining and enhancing the quality of walk-in service points at a major university library. Selected methods included focus groups, benchmarking, surveys, transaction analysis, activity mapping, and secret shoppers. (more…)