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Enhancing Reference Services: Evaluation and Improvement Techniques

Learn how to assess reference services effectively, justify funding, and enhance user satisfaction. Explore evaluation techniques for print and electronic sources and staff performance to optimize library services.

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Enhancing Reference Services: Evaluation and Improvement Techniques

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  1. Evaluation of Reference Services Dr. Dania Bilal IS 530 Spring 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 • electronic • CD-ROM, Web, etc.

  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 Question: How should professionals assess this satisfaction? • Level of knowledge gained or improved

  8. 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

  9. 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

  10. Evaluation Techniques: Electronic Sources • User Interface (search and retrieval) • Command features • User friendliness • Help file/feature(s) • Content • Currency

  11. Evaluation Techniques: Electronic Sources • Record structure • Organization • Navigation & browsability • Visual elements (Icons, metaphors, colors, etc.) • Authority • Update

  12. 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

  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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