1. Evaluation of Information Sources and Reference Services Dr. Dania Bilal IS 530 Fall 2006

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

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

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

5. Levels of Evaluation: Inputs Materials available to provide a service Materials available to provide a service Reference collection Reference collection Print and electronic Print and electronic External materials (virtual) External materials (virtual)

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

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

8. Evaluation Guidelines RUSA guidelines for reference services RUSA guidelines for reference services http://www.ala.org/rusaTemplate.cfm?Section=refe renceguide&Template=/ContentManagement/Cont entDisplay.cfm&ContentID=26884 http://www.ala.org/rusaTemplate.cfm?Section=refe renceguide&Template=/ContentManagement/Cont entDisplay.cfm&ContentID=26884 http://www.ala.org/rusaTemplate.cfm?Section=refe renceguide&Template=/ContentManagement/Cont entDisplay.cfm&ContentID=26884 http://www.ala.org/rusaTemplate.cfm?Section=refe renceguide&Template=/ContentManagement/Cont entDisplay.cfm&ContentID=26884

9. Selection of Reference Sources RUSA Reference Committee RUSA Reference Committee Outstanding Reference Sources Annually in May issue of American Libraries Annually in May issue of American Libraries Print sources Print sources Small- and medium-sized academic and public libraries Small- and medium-sized academic and public libraries Online via RUSA website Online via RUSA website

10. Selection of Reference Sources ARBA (American Reference Books Annual) ARBA (American Reference Books Annual) Guides Guides Guide to Reference Books Guide to Reference Books Walford’s Guide to Reference Materials Walford’s Guide to Reference Materials Recommended Reference Books for Small and Medium-Sized Libraries and Media Centers Recommended Reference Books for Small and Medium-Sized Libraries and Media Centers Guide to Reference Materials for School Library Media Centers (Safford, Barbara R.) Guide to Reference Materials for School Library Media Centers (Safford, Barbara R.)

11. Selection of Reference Sources Booklist (Reference Book Bulletin) Booklist (Reference Book Bulletin) Library Journal (print, websites, and databases) Library Journal (print, websites, and databases) School Library Journal School Library Journal Reference & User Services Quarterly Reference & User Services Quarterly Books in Print With Book Reviews Books in Print With Book Reviews Choice (reviews electronic databases in each issue Choice (reviews electronic databases in each issue Many other sources are listed in your text (Vol. I, chap. 3). These Sources serve as selection and evaluation tools.

12. Evaluation of Print Sources Examination using criteria: Examination using criteria: Purpose Purpose Authority Authority Currency Currency Physical condition Physical condition Format Format Curriculum needs Curriculum needs Target audience Target audience Objectiveness of content Objectiveness of content Online availability Online availability Cost Cost

13. Evaluation Electronic Databases Purpose Purpose Design Design User Interface User Interface Search and Retrieval features Search and Retrieval features Record structure Record structure Navigation Navigation Visual elements (icons, metaphors, colors, etc.) Visual elements (icons, metaphors, colors, etc.) Ease of use Ease of use Links to external resources (e.g., SFX) Links to external resources (e.g., SFX)

14. Evaluation of Electronic Databases Authority Authority Coverage (time period) Coverage (time period) Scope (type of publications covered/indexed) Scope (type of publications covered/indexed) Full-text availability of articles Full-text availability of articles Target audience Target audience Curriculum needs Curriculum needs Cost Cost Other criteria? Other criteria?

15. Evaluation of Reference Staff Approachability Approachability Knowledge of reference collection Knowledge of reference collection Knowledge of local services and referral Knowledge of local services and referral Skills in identifying user needs (mediation) Skills in identifying user needs (mediation) (we will cover the evaluation of the reference process and mediators later in the course) (we will cover the evaluation of the reference process and mediators later in the course) Communication with users Communication with users

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

17. Evaluation of User Satisfaction Assess satisfaction of all types of users, including specific populations Assess satisfaction of all types of users, including specific populations Techniques Techniques interviews interviews telephone telephone Web Web