CONTENTS
PREFACE v

PART I
PLANNING THE EVALUATION OF REPERENCE SERVICES 1

1 Purpose of the Evaluation 1
2 Evaluation Goals and Objectives 8

PART II
SELECTING APPROPRIATE EVALUATION METHODS 13

3 Characteristics of Good Measures 13
4 Surveys and Questionnaires 19
5 Observation 50
6 Individual Interviews and Focus Group Interviews 69
7 Case Studies 86

PART III
COLLECTING, ANALYZING, AND COMMUNICATING
STUDY DATA AND RESULTS 98
8 Data Analysis 98
9 The Evaluation Report and Reference Service Effectiveness 106
PART IV
REPERENCE ASSESSMENT ANNOTATED BIBLIOGRAPHY 113

Chapter 1: Purpose of the Evaluation 114
Chapter 2: Evaluation Goals and Objectives 131
Chapter 3: Characteristics of Good Measures 134

Chapter 4: Surveys and Questionnaires 144

Chapter 5: Observation 168
Chapter 6: Focus Groups and Interviews 191
Chapter 7: Case Studies 198

CONTRIBUTORS 215

INDEX 219