Many librarians use data from surveys to make decisions about how to spend money or allocate staff, often making use of popular online tools like Survey Monkey. In this era of reduced budgets, low staffing, stiff competition for new resources, and increasingly complex choices, it is especially important that librarians know how to get strong,…

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…