Using the Wisconsin-Ohio Reference Evaluation Program (WOREP) to Improve Training and Reference Services.

The article focuses on two studies of the library reference service quality in Pennsylvania State University Libraries, conducted using the Wisconsin-Ohio Reference Evaluation Program (WOREP) survey. The authors say that 1980's developed WOREP is still a relevant reference tool. The authors say that the result of the second WOREP study showed the positive effects that could be achieved by focusing on the best reference practices. The authors say that while the training sessions were vital for developing knowledge base of public sector staff, the WOREP results demonstrated that behavioral techniques were crucial in promoting reference success. Several charts on the studies result are also provided.