Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services
Fuente:
ERIC Institute of Education Sciences
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2012
|
| Subjects: | |
| Online Access: | |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1867181408399654912 |
|---|---|
| author | Battley, Belinda Wright, Alicia |
| author_facet | Battley, Belinda Wright, Alicia Battley, Belinda Wright, Alicia |
| collection | Education Resources Information Center |
| contents | Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services Battley, Belinda Wright, Alicia Library Services Foreign Countries Reference Services Library Research Audits (Verification) Access to Information Program Evaluation Archives User Satisfaction (Information) Questionnaires Observation Evaluation Methods Evaluation Needs Robustness (Statistics) Methods Research Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One evaluation project again used self-completion questionnaires, but this time to measure gaps between user expectations and experiences. The second used a "mystery shopper" methodology, with predetermined scenarios and score sheets, to directly measure firsthand experience of reference services. The results of the two survey projects were used to develop an organization-wide service improvement plan. (Contains 48 notes.) |
| format | Recurso educativo Open Access |
| id | eric_EJ983372 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2012 |
| record_format | eric |
| spellingShingle | Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services Battley, Belinda Wright, Alicia Library Services Foreign Countries Reference Services Library Research Audits (Verification) Access to Information Program Evaluation Archives User Satisfaction (Information) Questionnaires Observation Evaluation Methods Evaluation Needs Robustness (Statistics) Methods Research Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services Battley, Belinda Wright, Alicia Library Services Foreign Countries Reference Services Library Research Audits (Verification) Access to Information Program Evaluation Archives User Satisfaction (Information) Questionnaires Observation Evaluation Methods Evaluation Needs Robustness (Statistics) Methods Research Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One evaluation project again used self-completion questionnaires, but this time to measure gaps between user expectations and experiences. The second used a "mystery shopper" methodology, with predetermined scenarios and score sheets, to directly measure firsthand experience of reference services. The results of the two survey projects were used to develop an organization-wide service improvement plan. (Contains 48 notes.) |
| title | Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services |
| topic | Library Services Foreign Countries Reference Services Library Research Audits (Verification) Access to Information Program Evaluation Archives User Satisfaction (Information) Questionnaires Observation Evaluation Methods Evaluation Needs Robustness (Statistics) Methods Research |
| url | https://eric.ed.gov/?id=EJ983372 |