Success in Answering Reference Questions by Frances Benham

Unobtrusive telephone studies measure reference accuracy of libraries at about 55%. The unobtrusive method typically used precludes the deveopment of information about those who are tested. This volume reports two studies of reference accuracy in which participant data were gathered and examined. Both studies were obtrusive: participants knew they were being tested. Despite this knowledge reference librarians in these studies scored in the same 55% accuracy range reported in the earlier unbotrusive telephone tests.