Evaluating reference services : a practical guide / Jo Bell Whitlatch.

Format:

Book

Author/Creator:

Whitlatch, Jo Bell.

Language:

English

Subjects (All):

Reference services (Libraries)--Evaluation.

Reference services (Libraries).

Physical Description:

vi, 226 pages : illustrations ; 23 cm

Place of Publication:

Chicago : American Library Association, 2000.

Summary:

To make sure library customers are satisfied with what the modern library has to offer, one of the leading reference researchers has outlined practical methods for evaluating reference services. Whitlatch's library-tested tools will make it easy to determine what is working and what is not in the reference department. Her proven techniques will help you to: -- Create a planning strategy.-- Select the best evaluation tools for specific needs.-- Understand the strengths and weaknesses of various collection tools.-- Collect and analyze data more effectively.-- Communicate results to improve reference services and maintain funding.

Contents:

Part I Planning the Evaluation of Reference Services 1

1 Purpose of the Evaluation 1

2 Evaluation Goals and Objectives 8

Part II Selecting Appropriate Evaluation Methods 13

3 Characteristics of Good Measures 13

4 Surveys and Questionnaires 19

5 Observation 50

6 Individual Interviews and Focus Group Interviews 69

Part III Collecting, Analyzing, and Communicating Study Data and Results 98

8 Data Analysis 98

9 The Evaluation Report and Reference Service Effectiveness 106

Part IV Reference Assessment Annotated Bibliography 113

Chapter 1 Purpose of the Evaluation 114

Chapter 2 Evaluation Goals and Objectives 131

Chapter 3 Characteristics of Good Measures 134

Chapter 4 Surveys and Questionnaires 144

Chapter 5 Observation 168

Chapter 6 Focus Groups and Interviews 191.

Notes:

Includes bibliographical references (pages 113-213) and index.

ISBN:

0838907873

OCLC:

43798487