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 http www ala org rusaTemplate cfm Section referenceguide Template ContentManagement ContentDisplay cfm Cont entID 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 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