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Stats Don't Tell the Whole Story: Using Qualitative Data Analysis of Chat Reference Transcripts to Assess and Improve Services
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Mungin, Michael – Journal of Library & Information Services In Distance Learning, 2017
In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun in earnest and is in progress. Preliminary results…
Descriptors: Academic Libraries, Reference Services, Synchronous Communication, Transcripts (Written Records)
Applying DEA Technique to Library Evaluation in Academic Research Libraries.
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Shim, Wonsik – Library Trends, 2003
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…
Descriptors: Academic Libraries, Data Analysis, Efficiency, Evaluation Methods
Evaluation of Digital Libraries: A DEA Approach.
Shim, Wonsik; Kantor, Paul B. – Proceedings of the ASIS Annual Meeting, 1999
A complex tool, data envelopment analysis (DEA) was used to evaluate the relative efficiency of major academic research libraries that are members of the Association of Research Libraries (ARL). Results of a two-year base line study using traditional measures taken from 1995-96 ARL statistics are reported. (AEF)
Descriptors: Academic Libraries, Data Analysis, Evaluation Methods, Higher Education
Comparing Virtual Reference Exit Survey Results and Transcript Analysis: A Model for Service Evaluation
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Smyth, Joanne B.; MacKenzie, James C. – Public Services Quarterly, 2006
This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of…
Descriptors: Foreign Countries, Reference Services, Electronic Libraries, Computer Mediated Communication
A Different Approach to the Evaluation of Research Libraries. Research Brief No. 6.
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Council on Library and Information Resources, Washington, DC. – 1998
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…
Descriptors: Academic Libraries, Benchmarking, Data Analysis, Evaluation Criteria
Modeling Service-Seeking Behavior in an Academic Library: A Methodology and Its Application.
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Heine, Michael; Winkworth, Ian; Ray, Kathryn – Journal of Academic Librarianship, 2000
The ways that users of the modern library select and move among its services can be investigated and the picture so obtained complements that obtained from surveys on the effectiveness of individual services. A methodology is described that aids in the acquisition and analysis of data on the order of use of information services (applicable to any…
Descriptors: Academic Libraries, Data Analysis, Data Collection, Evaluation Criteria