There are many different ways that libaries can evaluate reference services, such as:
I intend to add more to this page in the coming months, but for now will have to content myself with providing some useful links:
- conducting focus groups of users or of staff
- observing the service unobtrusively
- surveying users
- interviewing users one at a time right after they have been helped
- RUSA Reference Guidelines
- Standards are a good way to establish a common ground or baseline on which to work. My colleague Lisa Ellis and I made a presentation at the 2001 IFLA meeting on using the ACRL Information Literacy Competency guidelines to structure digital reference service.
- MOUSS Evaluation of Reference and User Services Committee
- RUSA National Institute
- Library Statistics and Measures
- This page from Joe Ryan's site, Information Resources for Information Professionals, provides a great set of links to a wide range of statistics related to libraries.
E-mail your comments or suggestions to Stephen Francoeur
Last updated: December 26, 2001