Author Description

"This research examines user satisfaction with the quality of reference service in New Zealand libraries, and reminds library staff of how it feels on the "public" side fo the library desk. It analyses the experiences of Open Polytechnic of New Zealand students asking reference questions in libraries, including whether users were given skills to research their own questions... The paper combines student comments with behavioural quidelines from the Reference and User Services Association (RUSA) and key examples from international research. The research identified issues that inhibited appropriate responses, as well as useful strategies that were appreciated by users..."--Abstract P. iii.