F14: Evaluating what matters most: Outcomes assessment of reference consults in the academic library
Session Description
Generously Sponsored By: Simon Fraser University Library
In-depth reference consultations are among the core services provided by academic librarians. Yet, while most academic libraries are diligent about keeping reference statistics, they rarely go beyond these basic measures to evaluate the quality and outcome of reference consultations (Savage, “Not counting what counts,” 2015).
In early 2015, a project was initiated to investigate, propose, and pilot test a method for evaluating the quality and outcomes of reference consultations across an academic library system of a large research library in North America.
The goal of this project was to gather evidence to demonstrate the centrality of reference consultations as part of librarians' core contributions to the academy. Specifically, the project was interested in gaining an improved understanding about why library users book reference consultations, what occurs during them, how helpful they were, and to what extent reference consultations addressed and fulfilled university values.
This presentation will include a description of the proposed evaluation tool as well as its strengths and drawbacks. In addition, we will present the assessment results from the pilot project, feedback from users and librarians regarding the evaluation method, and suggestions for smooth implementation.
Speakers
Alison J. Moore, MLIS, Reference Librarian, Simon Fraser University
Biography
Alison is a Reference Librarian at the Fraser branch of the Simon Fraser University Library in Surrey, BC. In 2015, Alison was a practicum student with the McGill Library Assessment Program and a Student Librarian at Concordia University in Montréal, QC.
Lorie A. Kloda, MLIS, PhD, Associate University Librarian, Planning & Community Relations, Concordia University
Biography
Lorie is the Associate University Librarian for Planning and Community Relations at Concordia University in Montréal, QC. She is also the Editor-in-Chief of Evidence Based Library and Information Practice. From 2012 to October 2015, Lorie was the Assessment Librarian at McGill University.