Evaluating electronic reference services: Issues, approaches and criteria

Research output: Contribution to journalArticlepeer-review

13 Scopus citations

Abstract

As electronic reference services become routine in many libraries, it is time to systematically examine how they are being implemented and used. Unfortunately, few libraries have rigorously examined their electronic reference services. We still know very little about who uses electronic reference services or why. We also do not know how satisfied our users are with the new services we are providing. This article provides an overview of the chief methodologies available for conducting assessments of electronic services (e.g., surveys, usability studies, observation, etc.). Existing criteria for evaluating reference services are discussed with suggestions for how they can be applied or adapted to the online service environment.

Original languageEnglish (US)
Pages (from-to)103-120
Number of pages18
JournalReference Librarian
Volume35
Issue number74
DOIs
StatePublished - Jun 1 2001

All Science Journal Classification (ASJC) codes

  • Library and Information Sciences

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