Evaluation of Reference Services Dr. Dania Bilal IS 530 Spring 2006

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=/ContentManage ment/ContentDisplay.cfm&ContentID= =referenceguide&Template=/ContentManage ment/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 (live vs. dead) Overall user interface Authority Other

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

Group Activity Visit Internet Public Library Use the criteria for evaluating electronic sources Evaluate the IPL website based on the criteria above Describe how well these criteria apply to the IPL website.