Reference Services Friday, 17 July 2009

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.