As a means of conducting research to study and evaluate reference services, unobtrusive studies tend to focus on the accuracy of information provided to inquirers with specific requests. Unobtrusive studies allow for information to be viewed as a commodity independent of the inquirer (Ross, Nilsen, & Dewdney, 2002). Emphasis, therefore, is placed on the process of obtaining the correct answer to questions seeking facts or bibliographic sources. While unobtrusive testing is usually conducted in face-to-face interactions, this methodology can be used in other contexts, such as telephone inquiries (Whittaker, 1990).

Ross et al. (2002) provide a fundamental understanding of unobtrusive studies. They describe the birth of this research methodology within the social science arena in the 1960s with the work of figures like E. J. Webb. In 1971, Terence Crowley and Thomas Childers bring unobtrusive studies to library and information science with the publication of two studies related to reference service. The work of Crowley and Childers, as well as other work inspired by their research, utilizes information accuracy as a valid measure in determining the success of a reference transaction. In these studies, librarians are approached by research participants who initiate reference interviews by asking predetermined questions whose answers are already known. The goal, then, is to determine how many inquiries are answered correctly. Since the studies are unobtrusive, librarians are not aware of the evaluative nature of the reference transaction and, consequently, do not have the opportunity to change their usual behavior.

Saxton and Richardson (2002) refer to this natural, unaltered behavior pattern as they describe how the unobtrusive methodology seems to reflect more accurately the reality of reference transactions. In addition, they indicate how unobtrusive studies account for over 50% of the research done to measure the accuracy of reference service. Unlike obtrusive studies, however, any insight into the views and feelings of either inquirers or librarians cannot be obtained through the unobtrusive approach.

Over a decade after the work of Crowley and Childers, Schrader (1984) exhorts the research, academic, and professional communities to recognize deficiencies in the accuracy of reference transactions. He considers this an important step in ensuring the successful acceptance and use of unobtrusive studies to make improvements in the area of library reference work. Schrader underscores the importance of continuous evaluation in reference and information services and the vital role that research plays in the process.

In their work, Hernon and Mc Clure (1986, 1987) refer to the "55 percent reference rule" which is derived from unobtrusive research. They show that, "regardless of library type or department, reference staff tend to provide a 50-62 percent accuracy rate for factual and bibliographic questions" (1986, p. 41). Additionally, they explain how unobtrusive research has been useful in suggesting that librarians take an average of five minutes or less with a typical reference transaction; that they have difficulty in assessing an inquirer’s specific reference question and employing the most appropriate techniques to locate the required information; and that, in cases where they are unable to meet the inquirer’s information needs, librarians do not refer the inquirer to a more qualified staff member or other information source. Hernon and Mc Clure recognize that unobtrusive studies are valuable because of their potential to compel librarians to improve the "55 percent reference rule." From this should stem a commitment to the ongoing evaluation of reference services, including the requisite training and preparation to complete the research involved. Not only is there an opportunity for professional introspection and further development of reference skills, but also a call to appreciate reference services from the inquirer’s point of view.

Hernon and Mc Clure (1987) present potential limitations which need to be addressed when conducting unobtrusive studies. First of all, the purpose of unobtrusive testing should be clear and always kept in mind. Also, the success of this research technique depends on the proper selection, training, and supervision of the proxies who actually pose the reference questions to the librarians. Proxies need to ask the questions correctly and not create suspicions on the part of the test subjects, which may include either reference librarians or other library staff. It is probably best for proxies to present their questions to staff members who are not dealing simultaneously with other inquirers.

In addition, Hernon and Mc Clure (1987) point out that due consideration should be given to site-specific conditions that may impact the reference transaction. Since not all libraries have the same collection in their reference areas, answers to queries should be searchable in more than one source. The list of possible reference questions needs to be developed, tested, and approved so that it reflects the true nature of questions in the real world. Finally, Hernon and Mc Clure note that any unobtrusive study may not test all members of a library’s reference staff, and any subject in all likelihood will undergo one test only. Aside from measuring the accuracy of information provided in response to a reference question, there probably will be no attempt "to diagnose staff performance and improvement" (p. 22). Whittaker’s (1990) recommendation to conduct unobtrusive studies on a regular basis may be one way to address this concern.

Adolfo G. Prieto

See also Obtrusive Studies, Thomas Childers, Terence Crowley, Patricia Dewdney, Peter Hernon, Charles Mc Clure, Kirsti Nilson, John V. Richardson, Jr., Catherine Ross, Matthew Saxton.

REFERENCES

Hernon, P., & Mc Clure, C. R. (1986). Unobtrusive reference testing: The 55 percent rule. Library Journal, 111(7), 37-41.

Hernon, P., & Mc Clure, C. R. (1987). Unobtrusive testing and library reference services. Norwood, NJ: Ablex Publishing Corporation.

Ross, C. S., Nilsen, K., & Dewdney, P. (2002). Conducting the reference interview: A how-to-do-it manual for librarians. New York: Neal-Schuman Publishers, Inc.

Saxton, M. L., & Richardson, J. V., Jr. (2002). Understanding reference transactions: Transforming an art into a science. San Diego, CA: Academic Press.

Schrader, A. M. (1984). Performance standards for accuracy in reference and information services: The impact of unobtrusive measurement methodology. Reference Librarian, 11, 197-214.

Whittaker, K. (1990). Unobtrusive testing of reference enquiry work. Library Review, 39(6), 50-54.