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Evaluation of Reference Services

Evaluation of Reference Services. Dr. Dania Bilal IS 530 Fall 2005. Why Evaluate?. Assess and improve the quality of existing services Identify the need for new types of services or programs Justify funding and support. Why Evaluate?.

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Evaluation of Reference Services

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  1. Evaluation of Reference Services Dr. Dania Bilal IS 530 Fall 2005

  2. Why Evaluate? • Assess and improve the quality of existing services • Identify the need for new types of services or programs • Justify funding and support

  3. Why Evaluate? • Manage human and physical resources more effectively and efficiently • Justify the need for maintaining services and need for additional programs

  4. Levels of Evaluation • Lancaster’s scheme: • Inputs • Outputs • Outcomes

  5. Levels of Evaluation: Inputs • Materials available to provide a service • Reference collection • Print, CD-ROM, Web-based databases • Virtual materials

  6. Levels of Evaluation: Outputs • Measurement of quality of providing a service: • Answering reference questions • accuracy • completeness • Assistance given in using sources

  7. Levels of Evaluation: Outcomes • Meeting user information needs • Level of satisfaction • Level of knowledge gained or improved Discussion Question: How should professionals assess user satisfaction?

  8. Evaluation Guidelines • RUSA guidelines for reference services • http://www.ala.org/rusaTemplate.cfm?Section=referenceguide&Template=/ContentManagement/ContentDisplay.cfm&ContentID=26884

  9. Evaluation of Print Sources • Direct examination using criteria • Authority, currency, physical condition, format, target audience, curriculum needs, objectiveness, etc. • Standardized lists • Interlibrary Loan Requests • Collection mapping software

  10. Evaluation Electronic Sources • User Interface • Search features • Retrieval features • Help file • Content vis-à-vis purpose and target audience • Currency

  11. Evaluation Techniques: Electronic Sources • Design • Record structure • Navigation • Visual elements (Icons and their metaphors, colors, etc.) • Hyperlinks • Overall user interaface • Authority

  12. Evaluation of Reference Staff • Approachability • Knowledge of reference collection • Knowledge of local services and referral • Skills in identifying user needs • Communication with users

  13. Evaluation of Reference Transactions • Types: • Obtrusive • Issues & challenges • Unobtrusive • Issues & challenges • Reference statistics

  14. Evaluation of User Satisfaction • Assess satisfaction of all types of users, including specific populations • Techniques • interviews • via telephone • via the Web • via other means

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