Reference
CAVAL
Reference Interest Group (CRIG)
Final
Report of the CRIG Working Party on Performance Measures for Reference
Services. CAVAL Reference Interest Group. (AU)
Data
Collection Form for In-person Information Requests - Swinburne University
Staff collect the
data over two one-week periods, one in each semester. The data is
used to calculate annual statistics, using traffic counts and extrapolating,
and for much more as well.
24-hour
support: a collaborative project, by Sue Wing, LSE In a joint
initiative between Macquarie University and the London School of Economics,
a Remote Email Helpdesk Service (REHDS) has been developed to address the
demand for out-of-hours support. UCISA (Universities and Colleges Information
Systems Association) (UK)
Performance
Indicators for Digital Research and Information Services: A Literature
Review. Prepared by Debbie Booth, Annette Dawes, Fatu Kigbo.
University of Newcastle. April, 2004
Unison Digital Reference
Key Performance Indicators Project.
UNISON
Digital Reference: Key Performance Indicators: Project Report.
Reference & Information Services Interest Group. University Librarians
in the State of New South Wales. Alison Rigby, Amanda Smithers, Susan
Zhang. January 2006
Digital
Reference KPI: summary report - UNISON (23/3/06)
Appendix
2.1.71. Staffing and Staff Training Programs for Digital Reference
Services Survey
Appendix
2.1.8. Client Satisfaction Survey
Appendix
6.1.7 Staffing and Staff Training Programs for Digital Reference
Services Survey Library
Appendix
6.2 Performance Indicators for Information Services: A project
proposal for the UNISON reference & Information Services Interest
Group.
Appendix
6.2.5. UNISON Library Profile and Digital Reference Survey 2005
International Reports
Chat
Reference. SPEC Kit 273. December 2002. Association of Research Libraries
(US)
Collaborative
Digital Reference Service (CDRS). A Project of the Digiref Planning
Group. Library of Congress (US)
Collaborative
Live Reference Services, compiled by Bernie Sloan, Graduate School
of Library and Information Science, University of Illinois at Urbana-Champaign
(US)
Digital
Reference Education Initiative. Sponsored by The Institute of
Library and Museum Sciences(US)
Guidelines
for Implementing and Maintaining Virtual Reference Services. Prepared
by the MARS Digital Reference Guidelines Ad Hoc Committee , Reference and
User Services Association, 2004. Approved by the RUSA Board of Directors
June 2004. American Library Association (US)
Offering
High Quality Reference Service on the Web: The Collaborative Digital
Reference Service (CDRS), by Diane Nester Kresh. D-Lib Magazine
June 2000 Volume 6 Number 6 ISSN 1082-9873
Ready
for Reference: Academic Libraries Offer Live Web-Based Reference:
Preliminary Report (Revised for General Public Distribution), Bernie Sloan
University of Illinois at Urbana-Champaign May 25, 2001 (US)
Statistics,
Measures, and Quality Standards for Assessing Digital Reference Library
Services: Guidelines and Procedures [by] Charles R. McClure et al.
Draft Version July 30, 2002 Information Institute of Syracuse, School
of Information Studies, Syracuse University; School of Information Studies
Information Use Management and Policy Institute, Florida State University.
(US)
Virtual
Reference Canada (VRC). Library and Archives of Canada (CA)
Working
Document: Rubrics for Digital Reference Service Providers 3 September
2004 "The rubrics have been developed to aid in the teaching of virtual
reference to LIS students, as well as to act as a guide for the hiring,
training, and assessment of practicing librarians and reference staff
with digital reference responsibilities. |
