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Evaluating Reference Services: A Practical Guide, by Jo Bell Whitlatch
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Whether at the desk, on the phone, or online, good reference services are often the keys to winning the hearts and minds of library customers. With this handy new guidebook, reference luminary Jo Bell Whitlatch outlines practical methods for evaluating and delivering excellent reference service to the technology-savvy library user of today. Through proven techniques and case studies, Whitlatch details how to:
* Plan an evaluation approach.
* Use research tools like surveys, interviews, and focus groups to evaluate services and identify needs.
* Select and put into service the best resources for specific needs.
* Maintain funding by presenting your results in a formalized way.
Increase and communicate the value of your reference services with this authoritative and must-have new resource!
- Published on: 2011-01-20
- Released on: 2011-01-20
- Format: Kindle eBook
Review
"From looking at online catalog searching behaviors to providing an analysis of the costs of various reference services, you will find valuable guidance here."
"The practical orientation of the book allows for easy adoption of many of the recommendations made."
"One of this book's many strengths is the gently persuasive manner used to move readers from fear-of-research paralysis to adept number-crunching analysis."
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