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
• Whoâs 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 Womenâs Studies
• Evaluation of Legal Database Systems by Law Librarians in Private Law Firms
• Quality Assurance in Computer Searching
• One in a Hundred: Choosing the Yearâs 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