Discusses a secondary analysis of a user survey from 13 public libraries to isolate factors that contribute to high levels of performance by reference librarians and to identify reliable indicators that can be used to measure and evaluate reference services. Examined user ratings of reference services by transaction type, either self-generated or…

Explores the potential impact of imposed query, a new model of information-seeking behavior, on current approaches to library service and system evaluation. Discusses reference service evaluation, user studies, output measures, and relevance as an evaluation tool. Argues that imposed query broadens understanding of the user and of the role that…