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=/ContentManageme nt/ContentDisplay.cfm&ContentID=26884http://www.ala.org/rusaTemplate.cfm?Section= referenceguide&Template=/ContentManageme nt/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