Several reference librarians respond to the Hernon and McClure study on the accuracy of library reference services. Highlights include problems with the methodology used (unobtrusive observation), and performance factors not addressed by the study. Comments by Hernon and McClure address these responses and ways to improve reference services are…

Briefly describes fundamental problems with library reference service based on the findings of 20 separate studies using unobtrusive tests. An emphasis on quality of service, realistic goals, and effective managerial strategies are identified as possible resolutions of these problems. (CLB)

The first article summarizes the findings of four studies which used unobtrusive testing techniques to evaluate library reference services. The validity of this testing method and the conclusions reached are discussed, and suggestions are made for improving reference services in five related articles. (CLB)