From the most recent issue of portal: Libraries and the Academy (Volume 8, Number 1, January 2008):
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Evaluating Remote Reference Service: A Practical Guide to Problems and Solutions
[Access article in HTML] [Access article in PDF]Subject Headings:
- Electronic reference services (Libraries) — United States — Evaluation.
- Academic libraries — Reference services — Evaluation.
Abstract:
This paper identifies key methodological issues affecting quality of
data in the evaluation of remote reference services. Despite a growing
number of studies in this area, no comprehensive effort has been made
to identify potential problems and suggest solutions. The strategies
proposed in this paper offer practical ways in which libraries can
improve the overall quality and usefulness of data gathered in remote
reference evaluation studies.
Pomerantz, Jeffrey.
Mon, Lorri M.
McClure, Charles R.