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…

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…

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…

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…

The service receiving first priority in the new regional medical library (RML) program is that of document delivery. Since this is a federally sponsored program, monitoring devices must be established to determine if the program is accomplishing the aim of improving access to medical information. In this paper, two perspectives are used on which…

The data gathering forms and activities developed during the planning and implementation of an adult independent study and guidance program at the Salt Lake City Public Library are described. The need for a utilization of this data is outlined, and the study's goals and objectives are stated. Appendixes contain flow charts of the Salt Lake City…

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…

A survey was conducted to determine if California public libraries and systems serving 150,000 or greater populations met certain audiovisual standards established by the American Library Association (ALA). Fourteen public libraries and 11 systems responded to questions covering the criteria. Half the public libraries and the majority of systems…

This paper presents guidelines and tools for action research in the school library which will help the librarian justify expenditures and personnel and evaluate and plan services. It shows how statistics can be turned into meaningful knowledge about what is currently being done in the library, how well it is being done, whether it should be done,…

The purpose of the California State Library-sponsored project, InFoPeople, is to enhance access to information resources by providing points of public access to the Internet in public libraries throughout the state of California. This Stage 1 report represents an initial set of findings and issues related to the InFoPeople project and provides the…

Theory behind modern evaluative bibliometric techniques is reviewed at three levels: (1) policy application; (2) strategic analysis; and (3) tactical analysis. New techniques developed at each level and limitations of each approach are discussed. At all levels, the process begins with assembling data and then moves to a data-based evaluation. (SLD)