Cover image for Evaluating reference services : a practical guide
Title:
Evaluating reference services : a practical guide
Author:
Whitlatch, Jo Bell.
Personal Author:
Publication Information:
Chicago : American Library Association, 2000.
Physical Description:
vi, 226 pages : illustrations ; 23 cm
Language:
English
ISBN:
9780838907870
Format :
Book

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Library
Call Number
Material Type
Home Location
Status
Central Library Z711 .W45 2000 Adult Non-Fiction Central Closed Stacks
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Summary

Summary

For many users, library means reference. To make sure these 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.


Author Notes

Laura Dale Bischof is a reference librarian with the MINITEX Library Information Network located at the University of Minnesota
Jacob Carlson is a resident reference librarian and visiting instructor at the University of Illinois at Chicago
Susan Clark is a reference librarian and bibliographic instruction coordinator at the University of the Pacific in Stockton, California
Paula Contreras is the assistant documents librarian at the University of Illinois at Chicago
Frank Elliott is an engineering reference librarian and bibliographer at the Walter Science and Engineering Library at the University of Minnesota, Twin Cities Campus
Patricia L. Gregory has been head of reference at Pius XII Library, Saint Louis University, since 1988
A. Craig Hawbaker is head of reference and collection development at the University of the Pacific in Stockton, California
Lorrie Knight is the electronic services reference librarian at the University of the Pacific in Stockton, California
John Mess is a librarian in the staff development and training team of the University of Minnesota Libraries
Razia Nanji is a humanities and social-sciences services reference librarian and a selector in the reference collection management team at the George A. Smathers Libraries of the University of Florida
Elaina Norlin works as an undergraduate services librarian at the University of Arizona
Eric Novotny is currently assistant reference librarian at the University of Illinois at Chicago
Mary Parker is assistant director and electronic resources officer of the MINITEX Library Information Network
Thomas A. Peters is the dean of university libraries at Western Illinois University in Macomb
Jeanette Moore Piquet is a regional branch manager with the St. Louis Public Library
Jim Stemper is coordinator of reference services for remote users at the University of Minnesota Libraries, Twin Cities Campus
Jo Bell Whitlatch is reference librarian and a history and political science selector at San Jose State University Library


Table of Contents

Prefacep. v
Part I Planning the Evaluation of Reference Servicesp. 1
1 Purpose of the Evaluationp. 1
2 Evaluation Goals and Objectivesp. 8
Part II Selecting Appropriate Evaluation Methodsp. 13
3 Characteristics of Good Measuresp. 13
4 Surveys and Questionnairesp. 19
5 Observationp. 50
6 Individual Interviews and Focus Group Interviewsp. 69
7 Case Studiesp. 86
Part III Collecting, Analyzing, and Communicating Study Data and Resultsp. 98
8 Data Analysisp. 98
9 The Evaluation Report and Reference Service Effectivenessp. 106
Part IV Reference Assessment Annotated Bibliographyp. 113
Chapter 1 Purpose of the Evaluationp. 114
Chapter 2 Evaluation Goals and Objectivesp. 131
Chapter 3 Characteristics of Good Measuresp. 134
Chapter 4 Surveys and Questionnairesp. 144
Chapter 5 Observationp. 168
Chapter 6 Focus Groups and Interviewsp. 191
Chapter 7 Case Studiesp. 198
Contributorsp. 215
Indexp. 219

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