Government Documents Reference Service in Canada: A Nationwide Unobtrusive Study of Public and Academic Depository Libraries

Abstract

This study reports on a nationwide unobtrusive evaluation of government documents reference service at public and academic depository libraries in Canada. Fifteen questions dealing with subject matter from both the legislative and executive branches of government were asked 488 times at 104 depository libraries in 30 census metropolitan areas. Overall, depository library staff members provided complete answers to questions 29.3% of the time. When complete and partially complete answers are counted together, the success rate climbs to 42.4%. Academic full depositories achieved the highest rate of success, followed by public full depositories. In-person questions were answered more successfully than phone questions. Print materials were by far the largest single source used (45.7%) to answer questions. When print alone was used, complete answers to the test questions were found only 39.9% of the time. When World Wide Web sources alone were used, the complete answer rate was 60.7%. To improve service, extensive and periodic staff training may be needed about the structures and functions of both the legislative and executive branches of government. Staff members need to know what programs are available and who is responsible for which program in the federal government.