Evaluation of Reference Services Dr. Dania Bilal IS 530 Fall 2005

Why Evaluate?  Assess and improve the quality of existing services  Identify the need for new types of services or programs  Justify funding and support

Why Evaluate?  Manage human and physical resources more effectively and efficiently  Justify the need for maintaining services and need for additional programs

Levels of Evaluation  Lancaster’s scheme: –Inputs –Outputs –Outcomes

Levels of Evaluation: Inputs  Materials available to provide a service –Reference collection Print, CD-ROM, Web-based databases Virtual materials

Levels of Evaluation: Outputs  Measurement of quality of providing a service: –Answering reference questions accuracy completeness –Assistance given in using sources

Levels of Evaluation: Outcomes  Meeting user information needs –Level of satisfaction –Level of knowledge gained or improved Discussion Question: How should professionals assess user satisfaction?

Evaluation Guidelines  RUSA guidelines for reference services – referenceguide&Template=/ContentManageme nt/ContentDisplay.cfm&ContentID=26884http:// referenceguide&Template=/ContentManageme nt/ContentDisplay.cfm&ContentID=26884

Evaluation of 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

Evaluation Electronic Sources  User Interface –Search features –Retrieval features  Help file  Content vis-à-vis purpose and target audience  Currency

Evaluation Techniques: Electronic Sources  Design –Record structure –Navigation –Visual elements (Icons and their metaphors, colors, etc.) –Hyperlinks –Overall user interaface  Authority

Evaluation of Reference Staff  Approachability  Knowledge of reference collection  Knowledge of local services and referral  Skills in identifying user needs  Communication with users

Evaluation of Reference Transactions  Types: –Obtrusive Issues & challenges –Unobtrusive Issues & challenges –Reference statistics

Evaluation of User Satisfaction  Assess satisfaction of all types of users, including specific populations  Techniques –interviews –via telephone –via the Web –via other means