In an electronic era, the evaluation of reference and related information services should still be based on the same principles used to evaluate traditional face-to-face reference services and printed reference tools. Traditional research methods can be utilized very effectively in an electronic environment. However, electronic technologies offer…

Describes recent trends in evaluation of adult reference service. (JB)

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…

Reports on work from two studies in progress related to assessing digital library reference services and developing standards that support such services. Suggests that two types of standards-utilization and technical-should be considered together in the costing, statistics, and measures for digital reference services. (Author/AEF)

Suggests that in digital library services assessment, anthropology can provide the initial understanding, the intellectual basis, on which informed choices about sample population, survey design, or focus group selection can reasonably be made. Analyzes the National Gallery of the Spoken Word (NGSW). Includes brief descriptions of nine NGSW…

Describes the research objectives, rationale, methodology, and findings of a model program developed at the Northwestern University Library, which examined whether online catalogs require instruction and, if so, how that instruction would be best delivered. (CLB)

Examines the changing role of reference and bibliographic instruction librarians in undergraduate education. Topics include teaching students how to find information; faculty resistance to library instruction; students' ability to evaluate information sources, including information on the Internet; and computer-based instruction. (LRW)

Reviews progress toward evaluation of particular forms of adult services within libraries, of total adult service programs, and of the status of adult services within public librarianship at the state and national levels. (JB)

Reports the rationale, design, implementation, and results of an examination of the impact of online subject catalogs on users by comparing their behaviors before and after catalog installation. Evaluation criteria included volume of use, types of searches, use of other catalogs, search time, user satisfaction, and need for assistance. (CLB)

Existing evaluative studies are reviewed. Concluding recommendations suggest a community-based evaluation, certain priorities and inclusions, and underline the need for developing criteria for measuring the quality of children's services in public libraries and evaluating program impact. (JB)

Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

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)

This study applied an analytical technique called Data Envelopment Analysis (DEA) to calculate the relative technical efficiency of 95 academic research libraries, all members of the Association of Research Libraries. DEA, with the proper model of library inputs and outputs, can reveal best practices in the peer groups, as well as the technical…