Evaluation of Reference ServicesWhy Evaluate?Slide 3Levels of EvaluationLevels of Evaluation: InputsLevels of Evaluation: OutputsLevels of Evaluation: OutcomesEvaluation GuidelinesEvaluation of Print SourcesEvaluation Electronic SourcesEvaluation Techniques: Electronic SourcesEvaluation of Reference StaffEvaluation of Reference TransactionsEvaluation of User SatisfactionEvaluation of Reference ServicesDr. Dania BilalIS 530Fall 2005Why Evaluate?Assess and improve the quality of existing servicesIdentify the need for new types of services or programsJustify funding and supportWhy Evaluate?Manage human and physical resources more effectively and efficientlyJustify the need for maintaining services and need for additional programsLevels of EvaluationLancaster’s scheme:–Inputs–Outputs–OutcomesLevels of Evaluation: InputsMaterials available to provide a service–Reference collection•Print, CD-ROM, Web-based databases•Virtual materialsLevels of Evaluation: OutputsMeasurement of quality of providing a service:–Answering reference questions•accuracy•completeness–Assistance given in using sourcesLevels of Evaluation: OutcomesMeeting user information needs–Level of satisfaction–Level of knowledge gained or improvedDiscussion 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&ContentID=26884Evaluation 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 softwareEvaluation Electronic SourcesUser Interface–Search features–Retrieval featuresHelp fileContent vis-à-vis purpose and target audienceCurrencyEvaluation Techniques: Electronic SourcesDesign–Record structure–Navigation –Visual elements (Icons and their metaphors, colors, etc.)–Hyperlinks–Overall user interafaceAuthorityEvaluation of Reference StaffApproachabilityKnowledge of reference collectionKnowledge of local services and referralSkills in identifying user needs Communication with usersEvaluation of Reference TransactionsTypes:–Obtrusive•Issues & challenges–Unobtrusive•Issues & challenges–Reference statisticsEvaluation of User SatisfactionAssess satisfaction of all types of users, including specific populationsTechniques–interviews–via telephone–via the Web–via other