THE USE OF PUBLIC REFERENCE LIBRARIES

The development of reference services in public libraries is described and the importance of standards accentuated. The need for proper marketing and systematic evaluation, both qualitative and quantitative, is explained. An unobtrusive telephone test of 15 libraries is analysed and the results of interviews with 455 users of 13 public reference libraries given. Satisfactory results were obtained for straightforward questions but an occasional tendency towards flippancy by staff was highlighted. A further disquieting feature which came to light was the number of people who did not approach staff for help.