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…

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)

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…

Duke University science librarians took a one-day retreat to examine operations, define goals, and explore options for achieving goals. Cost/impact analysis and decision matrix models were used to analyze each librarian's activities. The cost/impact model enabled the librarians to prioritize functions and to better deploy limited resources to…

This research review analyzes output measures that assess the effectiveness of a library's reference services: reference questions, reference staff performance, reference users, combined output measures, and combined input/output measures. The need for research, a definition of reference effectiveness, and input measures are noted. Seventy-three…

In 1996, the Council on Library and Information Resources (CLIR) supported a project at Rutgers University that applied new economic theories to measuring how well research libraries fulfill their service roles. This summary draws on the original proposal and the final report from the project's directors. The evaluation of library performance is…

Based on an analysis of online search evaluation forms collected from all types of U.S. libraries, and a pilot test of a draft evaluation form in selected federal research libraries, this report presents the work of the American Library Association's (ALA's) Machine-Assisted Reference Section (MARS) Committee on Measurement and Evaluation. The…

This manual is a first effort to begin to identify, describe, and develop procedures for assessing various aspects of digital reference service. Its overall purpose is to improve the quality of digital reference services and assist librarians to design and implement better digital reference services. More specifically, its aim is to: assist…