Evaluating reference services : a practical guide

PREFACE . . v

PART I - PLANNING THE EVALUATION OF REPERENCE 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
7 Case Studies . . 86

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 - REPERENCE 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
Chapter 7: Case Studies . . 198

CONTRIBUTORS . . 215
INDEX . . 219