Presenter(s)
- Laura K. Probst, Pennsylvania State University
Key Themes
Objectives
- Identify issues and trends in libraries related to changing
user expectations.
- Describe the evolution of new web-based services in the Penn
State Libraries
- Discuss the impact of user assessment on the development of
new and existing library services
Statistics from the Association of Research Libraries and data from
national surveys are showing clear trends in changing use patterns:
--Fewer reference questions
--Increasing remote use of library resources
--Increasing demand for full-text resources
--Increasing desire for self-sufficiency and independence in using
library resources
Important components of web-based reference (help desk) services
User Interface
Staff Interface
Management System
Knowledge Base
Statistical Reporting and Analysis
Assessment and Evaluation Methods and Instruments
Protocol Analysis (Think Aloud Protocols) – Usability Testing
User Surveys
Focus Groups
LibQUAL+
Outcome Based Evaluation
Selected Resources:
Lankes, R. David, ed. Implementing Digital Reference Services: Setting
Standards and Making It Real. New York: Neal-Schuman Publishers,
2003.
McClure, Charles R. Statistics, Measures, and Quality Standards
for Assessing Digital Reference Library Services: Guidelines and
Procedures. Syracuse: Information Institute of Syracuse, School
of Information Studies, Syracuse University, [2002].
Library Trends, Special Issue on Measuring Service Quality. Edited
by Martha Kyrillidou and Fred M. Heath, 49 (2001).
Contact information
Laura K. Probst
Head of Public Services
Pennsylvania State University
309 Paterno Library
University Park, PA 16802
lkp5@psu.edu
voice: 814-865-5524
fax: 814-863-6370
|
