Procedures for generating evaluation questions in the Discrepancy Evaluation Model (DEM) are problematic as they are described in the literature. These procedures would lead to unmanageably or ineffectively long lists of questions. Any process of narrowing down the list must be drawn from other sources. One such source, developed for a specific…

Identifies aspects of reference services amenable to evaluation, discusses the need for measures of service quality as well as quantity, presents modifications of current measures that meet this need, and stresses the importance of linking performance measures to library planning. (CLB)