Evaluating Reference Services: A Practical Guide
To make sure library customers are satisfied with what the modern library has to offer, one of the leading reference researchers has outlined practical methods for evaluating reference services. Whitlatch's library-tested tools will make it easy to determine what is working and what is not in the reference department. Her proven techniques will help you to: -- Create a planning strategy. -- Select the best evaluation tools for specific needs. -- Understand the strengths and weaknesses of various collection tools. -- Collect and analyze data more effectively. -- Communicate results to improve reference services and maintain funding.
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Evaluation Goals and Objectives
Surveys and Questionnaires
Focus Groups and Interviews
academic library accuracy Adult Services American Library Association analyzed ANNOTATED BIBLIOGRAPHY annotated by Eric answers asked assistance BCPL behavior Budget and Resources chapter Checklist College & Research conducted conjoint analysis data collection database develop discussion e-mail effectiveness electronic ence erence Eric Novotny estimate time required Evaluation of Reference FOCUS GROUP INTERVIEWS follow-up Frank Elliott goals INDIVIDUAL INTERVIEWS instruments INTERVIEWS AND FOCUS library reference services library services library staff library users methods Murfin nonverbal nonverbal communication observation online catalog participants patrons performance Peters planning Procedures public library queries Reference and Adult reference assessment reference collection reference desk reference encounter reference evaluation reference interview reference librarians reference questions reference staff Research Libraries response rate revised RTAI sample sources SPSS success SURVEYS AND QUESTIONNAIRES Susan Clark techniques telephone tion Tom Peters transaction log types University Unobtrusive testing Whitlatch