Apart from offering reference services that match current trends and user needs, it is also essential to assess the quality and efficiency of such services. These services are especially marked by a continuous flux of new technologies for communication and available information resources. When adapting these, it is essential for reference librarians to assess the impact of changing technologies on user satisfaction. Reference Assessment and Evaluation offers librarians and administrators a wide spectrum of ideas for such evaluation. Best practices are shared on delivering digital reference services, training staff and student workers and providing instruction through case studies. The focus is on academic libraries, but the contributions should also be of value to other types of libraries.
Apart from the introduction, ten chapters cover the following: evaluation of a research consultation drop‐in‐centre service for undergraduates, workshops on and assessment of the use of reference sources, peer observation, merged reference desks in a merged library environment, student assistant training in a small academic library, a model for service evaluation, evaluation of a chat reference service, an evaluation of a virtual reference service by the reference staff, changes in library technology and reference desk statistics and the staffing needs of the reference desk.
Most contributions are well referenced – although the references are often somewhat dated. Although I would prefer to see a monograph capturing the theoretical basis of reference work, service provision in a digital environment and findings from human information behavior in combination with best practice for various aspects of reference work, I do think that Reference Assessment and Evaluation reaches its target of sharing best practice with librarians and administrators involved in, or concerned with, reference work. Apart from this it also offers food for thought on the continuous need to assess new initiatives and the adoption of new technologies.
At US$19.95 Reference Assessment and Evaluation seems like a good‐value‐for‐money resource for librarians and administrators involved in reference services.
