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    Staffing by Design: A Methodology for Staffing Reference

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    Author
    Ward, David
    Phetteplace, Eric
    Affiliation
    University of Illinois
    Chesapeake College
    Issue Date
    2012-08-10
    Keywords
    reference
    libraries
    assessment
    
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    Citation
    Ward, D., & Phetteplace, E. (2012). Staffing by Design: A Methodology for Staffing Reference. Public Services Quarterly, 8(3), 193-207.
    Publisher
    Taylor & Francis
    Journal
    Public Services Quarterly
    URI
    http://hdl.handle.net/10150/271492
    Abstract
    The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in person and virtual reference services adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.
    Type
    Article
    Language
    en
    ISSN
    1522-8959
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    DLIST

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