Evaluating electronic reference services: Issues, approaches and criteria

Research output: Chapter in Book/Report/Conference proceedingChapter


As electronic reference services become routine in many libraries, it is time to systematically examine how they are being implemented and used. Unfortunately, few libraries have rigorously examined their electronic reference services. We still know very little about who uses electronic reference services or why. We also do not know how satisfied our users are with the new services we are providing. This article provides an overview of the chief methodologies available for conducting assessments of electronic services (e.g., surveys, usability studies, observation, etc.). Existing criteria for evaluating reference services are discussed with suggestions for how they can be applied or adapted to the online service environment.

Original languageEnglish (US)
Title of host publicationEvolution in Reference and Information Services
Subtitle of host publicationThe Impact of the Internet
PublisherTaylor and Francis
Number of pages18
ISBN (Electronic)9781135791681
ISBN (Print)0789017229, 9780789017239
StatePublished - Jan 1 2013

All Science Journal Classification (ASJC) codes

  • General Arts and Humanities
  • General Social Sciences


Dive into the research topics of 'Evaluating electronic reference services: Issues, approaches and criteria'. Together they form a unique fingerprint.

Cite this