Interest in developing ways to assess information literacy has been growing for several years. Many librarians have developed their own tools to assess aspects of information literacy and have written articles to share their experiences. This article reviews the literature and offers readers a flavour of the methods being used for assessment:…

This bibliographic essay discusses a variety of items from the literature on the evaluation of reference services and reference personnel. A model for the evaluation process is presented on which the literature review is based. (Contains 48 references.) (LRW)

Surveys the service marketing literature for models and data-gathering instruments measuring service quality, particularly the instruments SERVQUAL and SERVPERF, and assesses their applicability to special libraries and information centers. Topics include service characteristics and definitions of service; performance-minus-expectations and…

Discusses measurement and evaluation as ways to justify reference work to users and library administration. A trivia contest is cited as a way to achieve public recognition, and measuring use of reference materials rather than the number of reference questions is recommended. User surveys and other measures of reference activity and value are also…

In attempt to answer the question of how to measure or evaluate the quality of reference service to youth, this essay examines the literature; defines the terms (reference services and tools, parental concern, library instruction); discusses move toward quality evaluation; and provides options and approaches to such measurement. (EJS)

At a time when emphasis is being placed on quality, standards, and accountability, the research world is spending more time assessing the value and impact of library organizations. This paper argues that research in this area requires sociological and psychological research skills. Qualitative data are as important as statistics. Different…

Reviews the various techniques and methods employed to measure user preferences with respect to the provision of particular library services. The ranking of user preferences, direct judgment methods of measurement, tradeoff analysis, and conjoint analysis are among the topics discussed. A reference list is included. (JL)

Libraries have failed to use marketing for three reasons: (1) a misunderstanding that equates marketing with publicity; (2) a lack of understanding of what marketing is; and (3) disagreement about the role of the client. Societal-marketing tries to balance patron demands with long-term societal needs in evaluating product excellence. (AEF)

This examination of the criteria used in the evaluation of library literacy programs reviews the relevant literature, discusses several evaluation models that have already been used in literacy projects, and outlines a proposed evaluation model. (EM)

Discussion of the assessment of the quality of library reference service focuses on four aspects of service interaction: user needs and expectations, staff behavior and communication skills, the reference environment, and staff morale and workload. Measurement techniques for each aspect are also described. (Contains 36 references.) (LRW)

Review and examination of the current literature on reference interview evaluation explores the degree to which such evaluative practices are both desirable and achievable. It is concluded that, if both quantitative and qualitative techniques are appropriately used, accurate mechanisms of evaluation are possible and desirable. (17 references) (LRW)

Articulates a rationale for seeking improved librarian-faculty relations based on a comprehensive literature review, and explores methods for evaluating the quality of librarian-faculty relations. Highlights include ways to involve faculty in library programs, involving librarians in classroom activities, increasing faculty awareness of library…

Arguing that user studies and performance measures provide two major approaches to evaluating the effectiveness of library services, this occasional paper presents an overview of the literature, examines the goals and approaches in user studies and performance measures, and provides suggestions for increasing the potential benefits of both by…

Addresses importance of online databases as part of library reference collection and focuses on bibliographic databases (ready reference, print versus online migration, bibliographic utilities); selection/evaluation of online databases (vendor selection, individual databases); full-text databases; numeric databases; end-user searching; and use of…

Examines questions related to service quality, satisfaction, and outcomes assessment in academic libraries. Relates the literature of library and information science to each concept, identifies major research methodologies used, and offers suggestions for future research. (Contains 65 references.) (Author/LRW)