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Evaluation of Reference Services
Dr. Dania Bilal IS 530 Spring 2005
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Why Evaluate? Assess and improve the quality of existing services
Identify the need for new types of services or programs Justify funding and support
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Why Evaluate? Manage human and physical resources more effectively and efficiently Justify the need for maintaining services and need for additional programs
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Levels of Evaluation Lancaster’s scheme: Inputs Outputs Outcomes
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Levels of Evaluation: Inputs
Materials available to provide a service Reference collection print electronic CD-ROM, Web, etc.
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Levels of Evaluation: Outputs
Measurement of quality of providing a service: Answering reference questions accuracy completeness Assistance given in using sources
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Levels of Evaluation: Outcomes
Meeting user information needs Level of satisfaction Question: How should professionals assess this satisfaction? Level of knowledge gained or improved
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Standards for Evaluation
Difficulty in establishing quantitative standards Service should be accurate & complete Service should satisfy user needs Standards vary by state & among libraries Standards for reference services
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Evaluation Techniques: 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
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Evaluation Techniques: Electronic Sources
User Interface (search and retrieval) Command features User friendliness Help file/feature(s) Content Currency
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Evaluation Techniques: Electronic Sources
Record structure Organization Navigation & browsability Visual elements (Icons, metaphors, colors, etc.) Authority Update
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Evaluation of Reference Staff
Approachability Knowledge of reference collection Knowledge of local services and referral Skills in identifying user needs through a reference interview Peer evaluation
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Evaluation of Reference Transactions
Types: Obtrusive Issues & challenges Unobtrusive Reference statistics
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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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