Evaluating Reference Services Joy DuPont and Group

Introduction To begin our evaluations of reference services, we met to brainstorm potential questions. We decided on our query and divided up the services, bringing our results back to the group. There was some overlap on the services used with online Q and A and online databases, while Hodges library served as a starting point to begin some of our searches. The slides include the quality of each service as well as our subjective findings. The following slides are the results of our findings by service. And finally, the questions! Fact-finding 1. What is the largest breed of domestic cat? Open-ended 2. How do I care for a new cat?

ServiceJoy Q1 Samantha Q1 David Q1 Trici a Q1 Joy Q2 Samantha Q2 David Q2 Tricia Q2 Online Q and A XXXXXX Ask Lib Virtual Chat XXXX Lib. F to FXXXX Online Database XXXX InternetXXXXXX Division of Labor

Question and Answer Services Advantages Fast and convenient Clear language Dated – easy to eliminate outdated information Easy-to-use format Private Disadvantages Determining Accuracy Attribution of Sources / Anonymous answers Information Over-load Conflicting answers Overall: Convenient, easy service to use, but not guaranteed to be accurate.

Internet Advantages Fast/ convenient Credible sources Private / Anonymous Information is easily accessible Accurate Clear format Many sources Disadvantages Variation of search terms (height/weight) Contradicting information Accuracy Attribution Navigating to find relevant information Time-consuming Overall: Fast and easy to access, but have to navigate to find relevant information.

Virtual Chat Advantages Accurate Information is attributed Private Can access from anywhere with web access Information for all ages Provides alternative types of answers Clear language Transcript can be ed Links provided Disadvantages Answers may not be immediately available Only accessible during library hours Impacted by online and in-library patrons – may be a wait Delayed response Overall: Accurate, quality information but with limited availability and other patrons to contend with.

Face-to-face with reference librarian Advantages Accurate Information Attributed Quality Information Personal guide Alternative paths Disadvantages Time-consuming Dated information Can be inconvenient Overall: Abundance of accurate information provided by a professional guide, but have to travel and wait your turn.

Online Databases Advantages Accurate Trusted Sources (Encyclopedias) Multitude of information Accompanying photos Disadvantages Information Overload Password protected Time-consuming Variations of search terms Use of technical terms Difficult to navigate Overall: Plenty of accurate information from trusted sources, can be information overload, password protected or time consuming.

Final Thoughts Each query a service, each service a query. All of the services evaluated have pros and cons. Ultimately, the service used will depend on the question asked. Online Q and A and virtual chat were great for the closed ended question, while a face to face interaction or internet search was better for the open ended question. Any of these services could be used to answer most any user query, but considering the type of information needed and the time available will greatly help in selecting the best service. by Mark A. Hicks, illustrator