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By Jo Bell Whitlatch

Even if on the table, at the cellphone, or on-line, solid reference providers are frequently the keys to profitable the hearts and minds of library clients. With this convenient new guidebook, reference luminary Jo Bell Whitlatch outlines functional equipment for comparing and offering very good reference carrier to the technology-savvy library person of at the present time. via confirmed recommendations and case reviews, Whitlatch info how one can: * Plan an evaluate strategy. * Use examine instruments like surveys, interviews, and concentration teams to judge providers and establish wishes. * pick out and placed into carrier the easiest assets for particular wishes. * keep investment via providing your ends up in a formalized way.Increase and converse the worth of your reference prone with this authoritative and must-have new source!

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Example text

Weil, and C. R. McClure, “General Satisfaction Survey,” from Measuring Academic Library Performance: A Practical Approach (Chicago: American Library Association: 1990). How was the quality of service provided? Outstanding :____:____:____:____:____:____:____: terrible Comments on any special circumstances influencing quality of service: ______________ SOURCE: J. B. Whitlatch, “Short Reference Survey for Library Users,” from The Role of the Academic Reference Librarian (New York: Greenwood, 1990).

This allows more time for thought and can encourage well-considered responses. This may be especially helpful if you are asking about complex issues, or about behaviors over a long period of time, where the respondent may need to take a moment to reflect. Survey questions can be designed to be easily tabulated, thereby enabling data gathered from a large number of people to be processed and analyzed relatively quickly. Disadvantages: Mailed questionnaires provide little or no opportunity for direct contact between the respondent and the researcher.

1998. Survey kit. : Sage. , and G. Gugelchuk. 1987. Development and testing of a Reference Transaction Assessment Instrument. College & Research Libraries 48: 314–338. , and J. Totten. 1994. Electronic mail vs. mail survey response rates. Marketing Research 6: 36–39. Suskie, L. 1992. Questionnaire survey research: What works. 2nd ed. Tallahassee: American Association for Institutional Research. Van House, N. , M. J. Lynch, C. R. McClure, D. L. Zweizig, and E. J. Rodger. 1987. Output measures for public libraries: A manual of standardized procedures.

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