In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun in earnest and is in progress. Preliminary results…

The literature, activities, and resource needs of engineering students and faculty provide insight into a demographic that is often among the early-adopters of new technologies, tools, and methods of sharing information. Despite the often non-bibliographic nature of their research efforts, there are numerous elements of the traditional service…

Health professionals frequently do not possess the necessary information-seeking abilities to conduct an effective search in databases and Internet sources. Reference librarians may teach health professionals these information and technology skills through the Big6 information literacy model (Big6). This article aims to address this issue. It also…

Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One…

This paper examines the evolution and findings of an on-going longitudinal study that is assessing the satisfaction of distance education students with library reference services through the use of a transaction-level survey. The survey's purpose is two-fold: first, it is used to garner valuable input from these students; and second, it also…

The topic of virtual reference has been a popular one in the past year, and this column highlights a range of those articles. Included are overviews of the topic, articles addressing specific technological solutions and concerns, and pieces that explore the intricacies of delivering and assessing a "traditional" service through a…

The University of Texas at Arlington's Library began using an online chat reference in 2002. The service, called Collaborative Digital Reference Service, later became "Ask a Librarian." Slightly over one year later, the library joined the University of Texas System's "Ask a Librarian" service. Both services are powered by…

Describes the "Excellence in Academic Libraries" award in the university division from the Association of College and Research Libraries (ACRL). Discusses the history of the award; results of the award; winning libraries as examples of excellence; cash award; and campus impact. (AEF)

The University of South Alabama's Baugh Biomedical Library recently initiated a chat reference service targeted at distance education students in the biomedical sciences. After one year of service, the library conducted an evaluation of the chat reference to assess the success of this mode of reference service. Both traditional reference and…

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)

Seven articles provide reactions to the lead essay on the topic of library reference work. Highlights include quality and quantity, prestige, making appointments, staffing patterns, reduction in hours at reference desk, tasks for non-reference desk hours, professionalization, innovation, evaluation, fees, and gender makeup of librarianship.…

This third in five-lesson tutorial on library evaluation focuses on three measures of reference effectiveness in terms of users' experience: total number of reference questions received, proportion of answers provided to inquiries received, and accuracy with which questions are answered. Four required and suggested readings and four references are…

Describes a comprehensive home food production education program designed to meet extension agent needs for ready reference and homeowner needs for basic gardening information. Program components include fact sheets, slide library, and a beginner's guide. Material use and program evaluation are included. (CT)

The Perseus Digital Library (PDL), under continuous development since 1987, is one of the primary digital resources for the humanities. A summary of the PDL genesis and current status is given and the multifaceted and longitudinal evaluation effort is described. A brief synthesis of results is provided and reflections on the evaluation along with…

Describes a library-subsidized walk-in service at Albert R. Mann Library, Cornell University, which provides computer-generated bibliographies to undergraduate students at very low cost. Undergraduate needs, models, planning the service (parameters, fees, database selection, promotion), an initial evaluation of the program, and modifications of…