Evaluating Reference Services

Evaluating Reference Services

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To make sure library customers are satisfied with what the modern library has to offer, one of the leading reference researchers has outlined practical methods for evaluating reference services. Whitlatch's library-tested tools will make it easy to determine what is working and what is not in the reference department. Her proven techniques will help you to: -- Create a planning strategy. -- Select the best evaluation tools for specific needs. -- Understand the strengths and weaknesses of various collection tools. -- Collect and analyze data more effectively. -- Communicate results to improve reference services and maintain funding.ANNOTATED BIBLIOGRAPHY inquiries, and (4) aquot;escalators, aquot; questions to test negotiation skills. The results ... Five alliterative terms that define good customer service are aquot;prompt, perceptive, personal, prepared, and positive.aquot; After the originalanbsp;...

Title:Evaluating Reference Services
Author:Jo Bell Whitlatch
Publisher:American Library Association - 2000-01-01


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