This study seeks to better understand if academic libraries are generating service policies broadly and if they differentiate between a customer service focus and research assistance perspective. It also examines the level of training and assessment conducted to maintain and update service policies.
Researchers developed an online survey collecting data on demographic, policy development, training and assessment practices.
Only a very small number of respondents reported having any kind of policy, regardless if it was a customer service or reference/research policy. Within the small number of libraries that reported having any sort of policy, an even smaller number perform any type of assessment on these policies. Furthermore, between the 2021 and 2023 deployments of the surveys, there was an obvious decrease in many areas surveyed.
The implications of this study can inform the development, implementation and assessment of library service policies at academic libraries.
