october 28, 2004 friends of mabee library. october 28, 2004 friends of mabee library wisconsin ohio...
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October 28, 2004 Friends of Mabee Library
October 28, 2004 Friends of Mabee Library
Wisconsin Ohio Reference Evaluation Program
Presented byHeather Smith-Collins &
Dean Corwin
October 28, 2004 Friends of Mabee Library
Purpose• Service Evaluation Tool• Assess the outcome of reference
transactions• Identify factors related to the success or
lack of success• Analyze the success of a transaction,
NOT just patron satisfaction• Contrast patron responses and librarian
responses for the same transactions
October 28, 2004 Friends of Mabee Library
Value to Libraries
• Benchmarking• Profiles Patron and Library Services• Compares academic libraries of similar
sizes and all academic libraries• Provides “numeric snapshots” for
reflection, discussion and adaptation
October 28, 2004 Friends of Mabee Library
Description
Ohio
StateUniversity
THE UNIVERSITY
of
WISCONSINMadison
KENT STATEKENT STATEUNIVERSITYUNIVERSITY
October 28, 2004 Friends of Mabee Library
WOREP’s History
• 1983• Prototyped nationally in 18
libraries• ARL Statistics & Measurement
Program• Over 230 Library Studies
October 28, 2004 Friends of Mabee Library
Administering WOREP at WU(Methodology)
1) Information about WU and Mabee Library was sent to Kent State (WOREP) to create a profile
2) Reference Staff Orientation
October 28, 2004 Friends of Mabee Library
Participation
• Asking Patrons
• Double Staffing Reference Desk
October 28, 2004 Friends of Mabee Library
October 28, 2004 Friends of Mabee Library
LIBRARIAN• Level of difficulty• Found, not found,
partly found • Topic • Communication• Technical Aspects• Which Resources?• Time• Level of Assistance• Type of Question• Etc . . .
PATRON• Service• Found, not found,
partly found• Topic• Librarian
“understood”• Did you learn
something about reference sources?
• Etc . . .
October 28, 2004 Friends of Mabee Library
Examples of Questions for Patrons
Did you locate what you asked about at the reference desk?
Yes, just what I wanted Yes, with limitations Yes, not what I asked for, but other materials
that will be helpful Yes, but not really what I wanted Only Partly No
October 28, 2004 Friends of Mabee Library
Were you satisfied with the information or materials found or suggested?
Yes Partly No
October 28, 2004 Friends of Mabee Library
Did the librarian understand what you wanted?
Yes Partly No
October 28, 2004 Friends of Mabee Library
Did you learn something about reference sources or use of the library as a result of the reference librarian?
Yes Partly No
October 28, 2004 Friends of Mabee Library
Examples of Questions for Librarians
Results (Mark One)
Found Partly Found Not Found Don’t Know
October 28, 2004 Friends of Mabee Library
Response (Mark One)
Directed or suggested only Helped with or made search Deferred Referred
October 28, 2004 Friends of Mabee Library
Aspects of the Transaction Something, anything, everything Must be about certain time period,
currentness, place, country, language, etc. Must be cert. Type of reference source Focus on aspect (bio, hist, other) Requests factual information Criticisms, reviews, interpretations, etc. Analysis, trends, pro/con, cause effect, how-
to-do-it, how it works, other Requests that you compile a list of references
on the subject
October 28, 2004 Friends of Mabee Library
WOREP in ActionMabee Library’s Strategic Plan
The Mission of the WU Libraries is to
provide user-centered support for teaching and learning within the context of the University academic plan.
October 28, 2004 Friends of Mabee Library
Mabee Library Strategic Plan
Goal 2: Services
Develop and deliver services that support teaching, learning, discovery and exploration of ideas
October 28, 2004 Friends of Mabee Library
Mabee Library Strategic Plan
Goal 3: Assessment
Action 2
Assess the effectiveness of services.
October 28, 2004 Friends of Mabee Library
Penn State University
GENERALIZED 1st Year Results• 47% overall satisfaction rate• 45% of transactions < 3 minutes• Shelf decline 3X greater than peer
institutions• Patrons reported 47% success rate
while staff reported 72%
October 28, 2004 Friends of Mabee Library
Penn State’s WOREP Training Program
WOREP Data
Staff Reflection
Interpretation & Research
Socratic Change
New
Perspectives
Open
Discussions
October 28, 2004 Friends of Mabee Library
WOREP Applied
0102030405060708090
100
OverallSatisfaction
Rate
3 Min Only 1 Source Off Sync
1st WOREP2nd WOREP
PENN STATEat
October 28, 2004 Friends of Mabee Library
Future Development of WOREP
• 2006 at Mabee• Communication with Penn State U.
and other participating universities• Extension and Application of
WOREP data
October 28, 2004 Friends of Mabee Library
References
*Eric Novotny (personal communication, 1 Oct. 2004) *Kent State University. (n.d.) WOREP Homepage. Retrieved
15 Oct. 2004 from http://worep.library.kent.edu/*Washburn University. (September 2004). WOREP Results. * Barnes, B. & Ambaum, G. (n.d.) Unshelved. Overdue
Media LLC.