Table of Contents:
  • The multilevel nature of reference service / John V. Richardson
  • Systems analysis of the reference process / John V. Richardson
  • Defining and modeling reference service / John V. Richardson
  • Evaluating and measuring reference service / John V. Richardson
  • Multilevel modeling and reference service evaluation / John V. Richardson
  • Data analysis and findings / John V. Richardson
  • Conclusions and implications / John V. Richardson.