Landwirth T K, Wilson M L, Dorsch J
Library of the Health Sciences, University of Illinois at Chicago, Peoria, Illinois 61656.
Bull Med Libr Assoc. 1988 Jul;76(3):205-12.
The allocation of reference services between primary and secondary users constantly challenges academic medical libraries. Routine statistics at a medical school branch library suggested that over 40% of its reference transactions involved persons not affiliated with the university. To investigate this finding, a survey of reference activity was conducted using measurement techniques unobtrusive to the user. Fifteen data items were recorded, including user status, type of question, intended use of information requested, status of staff taking request, and staff time spent. Survey results showed that nonaffiliates accounted for 51% of reference activity. Based on this documented data, definitive reference guidelines addressing hours, priority of requests, charges, and staffing patterns can now be developed. Findings will also assist in evaluating the library's regional role, in formulating marketing strategies, and in determining library objectives.
在初级用户和二级用户之间分配参考咨询服务一直是学术医学图书馆面临的挑战。一所医学院分馆的常规统计数据表明，其超过40%的参考咨询事务涉及非该校人员。为调查这一结果，采用对用户无干扰的测量技术对参考咨询活动进行了一项调查。记录了15项数据，包括用户身份、问题类型、所请求信息的预期用途、接收请求的工作人员状态以及工作人员花费的时间。调查结果显示，非该校人员占参考咨询活动的51%。基于这些记录的数据，现在可以制定关于服务时间、请求优先级、收费和人员配置模式的明确参考咨询指南。研究结果还将有助于评估图书馆在该地区的作用、制定营销策略以及确定图书馆目标。
