Qualidade em serviços de informação: um estudo do serviço de referência da biblioteca municipal Marieta Telles Machado

Abstract

The quality has been shown to be a major factor that has been growing within the information services in today's society, so the present work deals with the users' perception of the Municipal Library Marietta Machado Telles on the quality of services offered by the library, especially referral service. Discusses the concepts from the source of the referral service to the twenty-first century. Identify the core competencies of the librarian and concepts of quality in information services and their importance in contemporary society. During the month of October were interviewed 10% of monthly users to assess whether the services meet the expectations and information needs of users.