Two reference question classification systems were tested using data from a small academic library. Results indicate that a skill/strategy based approach, rather than a system based on resources used or time allocated per question, leads to more consistent classification and provides a more accurate reflection of today's reference desk activity.
Reference & User Services Quarterly
Henry, D. B., & Neville, T. M. (2008). Testing classification systems for reference questions. Reference & User Services Quarterly, 47(4), 364-373.
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