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ERIC Number: EJ983372
Record Type: Journal
Publication Date: 2012
Pages: 30
Abstractor: As Provided
Reference Count: N/A
ISSN: ISSN-1533-2748
Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services
Battley, Belinda; Wright, Alicia
Journal of Archival Organization, v10 n2 p107-136 2012
Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One evaluation project again used self-completion questionnaires, but this time to measure gaps between user expectations and experiences. The second used a "mystery shopper" methodology, with predetermined scenarios and score sheets, to directly measure firsthand experience of reference services. The results of the two survey projects were used to develop an organization-wide service improvement plan. (Contains 48 notes.)
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: Adult Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: New Zealand