Using quality concepts to improve reference services

Abstract

Much has been written about how reference librarians can evaluate and improve the quality of the answers they provide to reference questions. There has been considerably less discussion, however, about how to improve the quality of the delivery of those answers. Suggestions for improving the quality of service found in the business literature are applicable to improving reference service as well. Insights gained from a review of the quality literature were used by the Wichita State University Library to improve the quality of reference service offered. Descriptions of a number of projects undertaken by the Reference Department as an outgrowth of the business literature studies are included.