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한국 정부간행물 참고서비스의 질측정에 관한 연구
Evaluation of Reference Service for Korean Government Publications

김영신   (한남대학교 문헌정보학과UU0001481  );
  • 초록

    The proper evaluation of reference services requires qualitative approach as well as quantitative one. The quality of a reference service can be evaluated by how promptly and accurately a librarian responds to the user's questions and also by how much the user is satisfied with the librarian's overall performance in providing the answer. In this study, the reference service of an university library was evaluated by the following procedure : 1. Identification of a group of the most frequently referred Korean government publications through two pre-tests of user surveys. 2. Preparation of 130 questions of bibliographic and factual type from the above publications. 3. Selection of 30 questions which can be answered from the collection of the evaluated library. 4. Mimic requests of reference service by 5 proxies trained on the unobtrusive test method with 30 questions asked at various times of the day and on various days of the week during a period of 5 months. 5. Drawing up of response sheets (by proxies) with descriptive comments on library staffs' question administration, response, attitude, etc. 6. Preparation and coding of data tabulation sheets and final analysis. The conclusions of this study are as follows : 1. The user serveys showed that needs for the library service for government publications were great. The $80\%$ of the government publications users were visiting more than two organizations for access to information and the $37\%$ were getting information directly from the publishers. 2. The librarians of the evaluated library could give correct answers to $53\%$ of 30 (bibliographic and factual) guestions. 3. The correctness of answer was independent of the length of the time spent the librarians. The librarians' grasp of the questions and direction of approach determined the success or failure of the service. 4. The librarians relied too much on the reference library catalog which doesn't include many of the government publications of their own collection. 5. The $79\%$ of the failure of the service were due to the librarians' lack of knowledge as to the information source for government publications and the unsystematic method of approach to it.


 저자의 다른 논문

  • 김영신 (6)

    1. 1995 "비 통보식 조사를 통한 참고사서 업무능력 평가" 한국문헌정보학회지 = Journal of the Korean Society for Library and Information Science 29 (): 305~343    
    2. 2000 "이동도서관의 이용행태 연구 - 대전지역의 이동도서관을 중심으로 -" 한국문헌정보학회지 = Journal of the Korean Society for Library and Information Science 34 (3): 5~23    
    3. 2002 "봉사거점으로서 동사무소문고의 활성화 방안 연구 - 대전광역시를 중심으로 -" 한국문헌정보학회지 = Journal of the Korean Society for Library and Information Science 36 (1): 5~24    
    4. 2004 "공공도서관 시각장애인실 서비스에 관한 조사 연구 - 한밭도서관 시각장애인실을 중심으로 -" 한국문헌정보학회지 = Journal of the Korean Society for Library and Information Science 38 (3): 177~199    
    5. 2007 "공공도서관 노령자서비스에 대한 잠재이용자 인식 연구 - 대전지역 노인복지관 이용자를 중심으로 -" 한국문헌정보학회지 = Journal of the Korean Society for Library and Information Science 41 (2): 55~79    
    6. 2007 "공공도서관 디지털정보센터 서비스 개선에 관한 연구 - 한밭도서관을 중심으로 -" 한국도서관 정보학회지 = Journal of Korean Library and Information Science Society 38 (2): 125~146    

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