ERIC Number: ED472588
Record Type: Non-Journal
Publication Date: 2002
Reference Count: N/A
Statistics, Measures, and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures.
McClure, Charles R.; Lankes, R. David; Gross, Melissa; Choltco-Devlin, Beverly
This manual is a first effort to begin to identify, describe, and develop procedures for assessing various aspects of digital reference service. Its overall purpose is to improve the quality of digital reference services and assist librarians to design and implement better digital reference services. More specifically, its aim is to: assist librarians and others to develop ongoing programs of assessment of digital reference services; provide a practical set of guidelines and procedures for how assessment of digital reference services can be done; and develop standardized procedures and definitions of statistics and measures that may be compared across different libraries. The first chapter is an introduction that provides a short background discussion on digital reference service, outlines the need for digital reference evaluation, and describes the purpose and format of the manual. The second chapter describes the various statistics and measures selected for inclusion in this manual. The chapter is divided into the following sections: Descriptive Statistics and Measures; Log Analysis; User Satisfaction Measures; Cost; Staff Time Expended; Other Assessment Options; and Quality Standards. Each statistic and measure is described in terms of these general categories: Definition, Rationale, Data Collection Procedures, and Issues and Considerations. Appendixes include sample forms, reports, logs, worksheets and survey instruments; and other statistics and measure considered for the manual. (Contains 14 references.) (AEF)
Descriptors: Electronic Libraries, Evaluation Criteria, Evaluation Methods, Guidelines, Library Services, Measurement Techniques, Program Evaluation, Reference Services, Statistical Analysis, Statistical Data, Statistical Distributions, Statistical Significance, Statistical Studies, Statistics
ERIC Clearinghouse on Information & Technology, 621 Skytop Road, Suite 160, Syracuse University, Syracuse, NY 13244-5290 ($25). Tel: 800-464-9107 (Toll Free); Fax: 315-443-5448; Web site: http://quartz.syr.edu/quality/.
Publication Type: Guides - Non-Classroom; Reports - Descriptive
Education Level: N/A
Audience: Practitioners; Media Staff
Authoring Institution: Syracuse Univ., NY. School of Information Studies.; Florida State Univ., Tallahassee. Information Use Management and Policy Inst.