Evaluation of Reference Services

Contents I. Introduction

Why We Need to Evaluate Reference Services: Several Answers In Pursuit of the Possible: Evaluating Reference Services II. Overview of Evaluation The Whole Shebang--Comprehensive Evaluation of Reference Operations The Hidden Agenda in the Measurement and Evaluation of Reference Service, Or, How to Make a Case for Yourself Tailoring Measures to Fit Your Service: A Guide for the Manager of Reference Services Definitions for Planning and Evaluating Reference Services III. Question, Answer, and Librarian Referred Reference Questions: How Well Are They Answered? Factors Influencing the Effectiveness of Question-Answering Services in Libraries Who's Giving All Those Wrong Answers? Direct Service and Reference Personnel Evaluation Evaluating the Reference Librarian Evaluating Reference Librarians: Using Goal Analysis as a First Step The Accreditation of Reference Services IV. Those Who Are Served A Community Based Approach to Evaluation of Public Library Reference Service Evaluating Reference Service From the Patron Point of View: Some Interim National Survey Results Analyzing Success in Meeting Reference Department Management Objectives Using a Computerized Statistical Package V. Other Approaches Performance Standards for Accuracy in Reference and Information Services: The Impact of Unobtrusive Measurement Methodology Output Measures, Unobtrusive Testing, and Assessing the Quality of Reference Services Qualitative Evaluation of Reference Service VI. Evaluating Reference Sources Developing Criteria for Database Evaluation: The Example of Women's Studies Evaluation of Legal Database Systems by Law Librarians in Private Law Firms Quality Assurance in Computer Searching One in a Hundred: Choosing the Year's Outstanding Reference Sources Apparatus: A Mnemonic for the Evaluation of Reference Resources The Detailed Reference Collection Development Policy: Is It Worth the Effort? Evaluation of Library Workbooks in a Community College Setting