Evaluating Reference Services: A Practical Guide

Front Cover
American Library Association, 2000 - Education - 226 pages
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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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Contents

Evaluation Goals and Objectives
8
Surveys and Questionnaires
19
Observation
50
Individual Interviews and Focus Group Interviews
69
Case Studies
86
COLLECTING ANALYZING AND COMMUNICATING
98
The Evaluation Report and Reference Service
106
REFERENCE ASSESSMENT ANNOTATED BIBLIOGRAPHY
113
Evaluation Goals and Objectives
131
Surveys and Questionnaires
144
Observation
168
Focus Groups and Interviews
191
Case Studies
198
CONTRIBUTORS
215
Copyright

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About the author (2000)

JO BELL WHITLATCH is Associate Library Director, Access and Bibliographic Services, San Jose State Univesity.

Bibliographic information