Assessing time spent of reference questions at an urban university library
Department or Administrative Unit
Nearly 36% of reference questions asked at Arizona State University West were from non-affiliated patrons and approximately 70% took five minutes or less to answer. While longer questions took a disproportionate amount of time, this study shows that the time spent answering affiliated and non-affiliated questions is proportionate.
Spencer, J. S., & Dorsey, L. (1998). Assessing time spent of reference questions at an urban university library. The Journal of Academic Librarianship, 24(4), 290–294. https://doi.org/10.1016/s0099-1333(98)90105-7
The Journal of Academic Librarianship
Copyright © 1998 Published by Elsevier Inc.