Assessing Reference and User Services in a Digital Age
Effectively assess whether any library is making good use of the reference/user service resources available today
Libraries need to develop standards by which they can assess their individual performances in a larger context, and Assessing Reference and User Services in a Digital Age makes significant contributions to this ongoing discussion. The book addresses its subject matter via approaches ranging from case studies of individual libraries to general discussions of best practices. The contributors explore the impact of the Internet on the field of evaluation, focusing on electronic reference and instruction. They highlight current issues, present research results, and offer expert advice on how to assess online reference and instruction. All chapters are well referenced to facilitate further study, and many include tables, appendixes, checklists, and other helpful features that make difficult information easy to access and understand.
The chapters that make up Assessing Reference and User Services in a Digital Age are as rich and varied as the backgrounds of their authors. Experienced researchers provide the results of studies conducted to determine the nature and effectiveness of the online reference services offered by various libraries. Practitioners and administrators from different institutional settings (academic libraries, public libraries, consortiums, etc.) provide their perspectives on the issues facing librarians who need to assess the electronic services they provide.
In this important new book:
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academic libraries analysis answer asked behavior brary catalog chat reference services chat transcripts checklist collection cost databases decision unit digital reference services firstname.lastname@example.org Document Delivery Service E-mail address e-mail reference electronic environment erence Eric Novotny face-to-face reference Florida State University focus groups guidelines Haworth Document Delivery Haworth Information Press Haworth Press Hillsborough County identified in-person information competency information literacy instant messaging interaction Internet L-net learning library instruction library services library’s literature McClure number of questions offered online tutorials Oregon Oregon State Library participants patrons Penn Penn State University Public Library Reference and User reference desks reference interview Reference Librarian reference questions reference transaction reported response sources specific staff statistics survey Technology tion transcript evaluation trons User Services vice virtual reference service Web-based