The Mississippi State University Libraries' Virtual Reference Service collected statistics about virtual reference usage. Analysis of the data collected by an entry survey from chat and e-mail transactions provided librarians with concrete information about what patron groups were the highest and lowest users of virtual reference services. These…

Discusses the application of statistical sampling to the compiling of reference-desk statistics, and describes a technique that uses the Pearson correlation procedure of SPSS (Statistical Package for the Social Sciences) to determine appropriate sampling periods for keeping reference desk statistics at the University of Missouri at St. Louis. (FM)

Presents a method for collecting reference desk statistics in machine-readable form using optical marks. Useful data categories are identified, and figures illustrate how data can be recorded for each category. Ten references are listed. (FM)

Reference statistics were collected and analyzed for a three-year period from Fall 1975 to Summer 1976 at the Pennsylvania State University Main Undergraduate Library. Reference questions were classified and recorded in three categories: (1) search, (2) ready reference, and (3) directional. Hour of question, interlibrary loan, book, and telephone…

Results of this study evaluating library reference service indicate a statistically significant difference at the .05 level between obtrusive and unobtrusive evaluation methods. Library staff answer a greater proportion of questions correctly when they are aware of being evaluated. The 30 questions used, a report form, and references are included.…

A survey of 133 academic libraries reveals that most make online bibliographic retrieval services available to off-campus clients at prices higher than those charged to primary patrons. Extra charges are not inconsequential, being approximately $15/search or 38 percent of search costs. Eight references, questionnaire, and list of online vendors…

Discusses trade-off analysis, a data collection method with conjoint measurement technique in which respondents rank order a matrix of pairs of levels of specific attributes, and gives examples for use in determining library users' perceptions of relative utility of completeness of information versus cost of a search. Twelve sources are cited.…

This SPEC (Systems and Procedures Exchange Center) Kit presents the results of a survey of Association of Research Libraries (ARL) member libraries designed to document how ARL member libraries are collecting, using, and modifying their data on reference service transactions. A total of 74 of 124 ARL member libraries responded to the survey. A…

Each year, from 1982 to 1986, the Library Research Center at the University of Illinois conducted a study called the Index of Quality of Public Library Service. For this study, unobtrusive tests of reference service and book availability were performed annually in Illinois Public Libraries. When the results from rural libraries were compared with…

A role analysis study of the Margaret I. King Library reference department focused on organization of role activities, their evaluation by reference staff, and patron satisfaction. Observation, interview, and questionnaire techniques were employed to (1) obtain staff job history and academic training; (2) inventory activities from which a list of…

Describes a pilot project at the University of Illinois at Urbana-Champaign reference and undergraduate libraries to test the feasibility of offering real-time online reference service via their Web site. Discusses software selection, policies and procedures, promotion and marketing, user interface, training and staffing, data collection, and…

Reports findings of a Statistics Task Force investigation at New York University's Bobst Library, which reviewed the collection and publication of statistics and data related to library reference and information services and use of resources, and developed a framework for inclusions, definitions, procedures, and policies for data collection and…

Discusses issues relating to the reliability, validity, utility, and information value of unobtrusive testing of library reference services; provides suggestions for practical applications of these criteria; applies study findings to library decision making and planning; and identifies topics for further methodological refinement. (Author/CLB)