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Peer reviewedRzasa, Philip V.; Baker, Norman R. – Journal of the American Society for Information Science, 1972
Two measures of effectiveness for university libraries are constructed: the primary, defined over the total population of users, considers the number of information items desired, number of satisfactorily answered inquires, and number of users; while the secondary, total population is divided into subsets according to similarity of user needs. (13…
Descriptors: College Libraries, Evaluation Methods, Program Effectiveness, Quality Control
Peer reviewedBrown, Janet Dagenais – College and Research Libraries, 1994
Discusses how to improve library reference service, especially the effective delivery of accurate answers, based on a program at Wichita State University (Kansas) that used concepts of quality from business and organizational management. Topics addressed include customers and customer service, and methods of reference service evaluation. (Contains…
Descriptors: Business Administration, College Libraries, Evaluation Methods, Higher Education
