RUSA RSS Evaluation of Reference and User Services (Reference Services Section) Committee

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Online Doc Minutes Landing Page

by Jason Kruse on Thu, Feb 20, 2014 at 04:36 pm

Use this as a landing page for uploading minutes.  Simply click on the Edit tab, then scroll down to Add File Attachments (below).  We will collect minutes here.

 

Discussion Meeting Announcement - Evaluation of Reference and User Services Committee

by Jason Kruse on Sun, Jan 12, 2014 at 01:39 pm

This is a meeting announcement for the Evaluation of Reference and User Services Committee (after) Midwinter Meeting. This meeting is open to anyone who is interested. Please let me know if you have any questions.

 

Date: Friday January 31

Time: 1:00-2:00pm CST

 

We will be holding this meeting over a conference call. Dial in instructions:

 

Dial: 866-714-4933

Participant Passcode: 41708992

Discussion Goals 2013-2014

by Jason Kruse on Wed, Dec 11, 2013 at 03:42 pm

Posted by previous chair Ellen Keith on July 16, 2013

Status of goals as of July 16:

Posted by previous chair Ellen Keith on July 16, 2013

Status of goals as of July 16:

  1. After in-person meeting at Annual, we came up with some potential questions for the survey of reference models. Incoming chair Jason Kruse is putting them in a Google doc to share with the committee.
  2. Terri Miller, on the ad hoc committee for the state of virtual reference, shared the draft of their survey at Annual. The committee offered suggestions and that discussion will also inform what the committee does with the reference survey.

Status of goals as of December 11, 2013

  1. A team made up of members from ERUS and Virtual Reference Services Committee, created a survey to assess the state of the profession in the provision of virtual reference services.  The survey was sent out in September, and the analysis of results will begin soon.
  2. A survey looking at reference service models and evaluation of service is being finalized and will be sent out to listservs before the end of the year, or just after the first of the new year. 
More...

Online Doc Current Roster

by Jason Kruse on Mon, Aug 19, 2013 at 03:04 pm

Full name     

Position

Start Date  

Through Date  

NOTES

Jason Kruse  

Chair, 2013-14

1-Jul-13

30-Jun-14     

Full name     

Position

Start Date  

Through Date  

NOTES

Jason Kruse  

Chair, 2013-14

1-Jul-13

30-Jun-14     

 

Kristi N. Austin   

Member

1-Jul-12    

30-Jun-14    

ELIGIBLE FOR REAPPOINTMENT, 2014

Sally Dockter  

Member

1-Jul-13

30-Jun-15

 

Jenifer O. Flaxbart  

Member

1-Jul-12

30-Jun-14

ELIGIBLE FOR REAPPOINTMENT, 2014

Rebecca Eve Graff

Member

1-Jul-13

30-Jun-15

 

Ms. Kate Kosturski

Member

1-Jul-12

30-Jun-14

ELIGIBLE FOR REAPPOINTMENT, 2014

Dr. Carol A. Leibiger

Member

1-Jul-12

30-Jun-14

 

Terri Tickle Miller

Member

1-Jul-12

30-Jun-14

ELIGIBLE FOR REAPPOINTMENT, 2014

Nicholas Wyant

Member

1-Jul-13

30-Jun-15

 

 

 

More...

Discussion Goals for 2012-2013

by Ellen Keith on Tue, Jul 16, 2013 at 05:28 pm
  1. From RSS Board discussion (see minutes from Annual 2012) committees are focusing on issues brought up by the board. ERUS committee will take on the evaluation of the triage model and the terminology we use (new definition of "reference" needed?). Discussion to follow as to how we'll approach this.
  2. Publicize via listservs "Measuring and Assessing Reference Services and Resources: A Guide" (postponed goal from 2011-2012).

Status of goals as of October 10:

  1. From RSS Board discussion (see minutes from Annual 2012) committees are focusing on issues brought up by the board. ERUS committee will take on the evaluation of the triage model and the terminology we use (new definition of "reference" needed?). Discussion to follow as to how we'll approach this.
  2. Publicize via listservs "Measuring and Assessing Reference Services and Resources: A Guide" (postponed goal from 2011-2012).

Status of goals as of October 10:

  1. Sarah Hammill helped us immensely with one of our goals, publicizing Measuring and Assessing Reference Services and Resources: A Guide via the RSS Facebook page and the RSS listserv (both done on September 24).
  2. Still to do: tackle our issue from the RSS Board, evaluation of the triage model; and schedule our virtual Midwinter meeting for a date between January 16 and 31.

Status of goals as of April 9:

  1. Good discussion at virtual Midwinter meeting on January 30 regarding evaluation of reference project (broadening it to include more than triage model). See minutes landing page for minutes of meeting. Next step is further discussion before Annual.
  2. Partnered with Virtual Reference Services Committee to form ad hoc committee on surveying the state of virtual reference. 6 volunteers will take this on, report back at joint meeting at Annual.

Status of goals as of July 16:

  1. After in-person meeting at Annual, we came up with some potential questions for the survey of reference models. Incoming chair Jason Kruse is putting them in a Google doc to share with the committee.
  2. Terri Miller, on the ad hoc committee for the state of virtual reference, shared the draft of their survey at Annual. The committee offered suggestions and that discussion will also inform what the committee does with the reference survey.

 

More...

Discussion Summary of Current Activities 2012-2013

by Ellen Keith on Mon, Jul 15, 2013 at 02:57 pm

1. The committee had two productive discussions, a virtual one for Midwinter and a F2F one at Annual on creating a survey to learn what reference models are in place for all types of libraries and if any evaluation is occurring. Jason Kruse, incoming chair, will take the lead.

2. An ad hoc committee, with a member from ERUS, a member from VRS, and other volunteers has created a survey to get a snapshot of the current state of virtual reference. The draft was shared with ERUS and VRS at Annual for input. ERUS member Terri Miller hopes to get it out by the end of the summer.

Event Evaluation of Reference and User Services Committee (RUSA RSS)

by ALAConnect Helpdesk (staff) on Fri, Jun 7, 2013 at 01:25 pm

Meeting of the RSS Evaluation of Reference and User Services Committee

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Online Doc Discussion Forum at ALA Annual 2012

by Ellen Keith on Thu, Sep 6, 2012 at 10:00 am

ERUS Discussion Forum at ALA Annual
Saturday, June 23, 2012, 4-5:30

The How, What, and Why of Reference Evaluation and Assessment

 

Introduction

ERUS Discussion Forum at ALA Annual
Saturday, June 23, 2012, 4-5:30

The How, What, and Why of Reference Evaluation and Assessment

 

Introduction

  • ·         Defining WOREP
    • o   In-person only
    • o   Used to do results for you
  • ·         Defining READ
    • o   Incorporated into LibAnalytics
    • o   1-6 rating on difficulty of question

 

Question thrown out to attendees: Who is doing assessment?

  • ·         Reference
  • ·         Directors and coordinators
    • o   Project management for reference (and other services) to identify level of staff/help needed
    • o   Create assessment reports
  • ·         Assessment and Planning Director
  • ·         Assessment Team/Committee
  • ·         Assessment Librarian
  • ·         Director of Assessment on campus
    • o   Are student’s learning?/Learning outcomes

 

What tools are being used

  • ·         LibQual – Customer satisfaction
  • ·         Surveys
  • ·         Secret Shopper
    • o   Virtual and in-person
    • o   Used LIS students as the secret shoppers
    • o   All service points
    • o   Used a rubric
  • ·         Customer satisfaction surveys
  • ·         Google Analytics
  • ·         Desk tracker
    • o   User query week
    • o   More detailed level of questioning coded with the READ scale
  • ·         Assessing consultation services
    • o   Rubric of undergraduate papers
    • o   Students who had consultations versus those who did not
  • ·         Customer relationship management software
    • o   Homegrown
    • o   Determining how people are finding out about services
  • ·         Credit course
    • o   Interim tests and measures
    • o   Worked with student affairs office on campus
    • o   Measurement of GPA and class versus no class
  • ·         Reasons for assessment
    • o   Proving value outside of the library
    • o   Student outcomes

 

How are people paying for assessment?

  • ·         Strategic initiatives fund
    • o   Anyone can propose a plan
  • ·         Office of Institutional Assessment (there is an institutional commitment to assessment)

 

What do you want to find out?

  • ·         Students returning to the reference desk
    • o   Is this a positive or a system failure?
  • ·         Information literacy measurement
  • ·         Rethinking reference model
  • ·         Why are the patrons using the services?
    • o   Market segmentation (Faculty, Grad, Undergrad)
    • o   Non-users and how to assess this group

 

What decisions are being made with assessment data?

  • ·         Staffing
    • o   Identifying the busiest hours for staffing purposes
    • o   Reinforce the need for more staff
    • o   Ramping up of training because of a shift in available assistance
    • o   Budget cuts driving assessment to address staffing
    • o   Assessing how having librarians off the reference desk is working or not working
  • ·         Services
    • o   Assessment results used to create a whole new consultation system that are like office hours
    • o   Appointment services with librarians
    • o   Geographically located services (e.g. dorms)
  • ·         Time use
    • o   How long work takes, FTE needed
    • o   Better use of time for reference librarians
  • ·         Information given to deans, architects for space renovations

 

Statistics Fatigue

  • ·         How to avoid or correct
    • o   Sampling rather than everyday stat taking
    • o   Transparency, showing statistics results
    • o   Show the connection to decisions being made with the results
    • o   Capture qualitative with the quantitative
More...

Discussion Summary of Current Activities

by Ellen Keith on Tue, Aug 21, 2012 at 05:46 pm
  1. Tiffany Walsh and Jan Tidwell updated "Measuring and Assessing Reference Services and Resources: A Guide" on our Connect space.
  1. Tiffany Walsh and Jan Tidwell updated "Measuring and Assessing Reference Services and Resources: A Guide" on our Connect space.
  2. ERUS held a successful program "Using Today's Numbers to Plan Tomorrow's Services: Effective User Assessment" at ALA's Annual Meeting in 2011. We scheduled a room for 75 attendees and ended up with 120. Announcements were sent to RUSA-L, RSS-L, and ARL-ASSESS of the site with slides from two presenters (384 views of this page as of 7/12/11).
  3. We are determining committee members for 2011-2012.

Current activities after Midwinter virtual meeting, 2012

  1. Committee met virtually for Midwinter and agreed to publicize via listserves the Measuring and Assessing Reference Services and Resources Guide. Ellen is getting language together for those e-mails.
  2. Committee agreed it wanted to host a discussion forum at Annual 2012, The How, What, and Why of Reference Evaluation and Assessment. Kate Silton has informed Ellen it will be scheduled for our first choice of dates and times, Saturday, June 24 from 4-5:30.

Current activities after Annual 2012

  1. Committee hosted a well-attended (room for 50, sat 50) discussion forum, The How, What, and Why of Reference Evaluation and Assessment.
  2. Per RSS Board meetings (one at Annual, one held virtually post-Annual) on issues RSS can tackle, divided by committee, we agreed that ERUS would take on the evaluation of the triage model of reference and the definition of reference (terminology).
More...

Event Evaluation of Reference and User Services Committee Meeting (RUSA RSS)

by ALAConnect Helpdesk (staff) on Sat, Jun 9, 2012 at 01:08 am

Timezone:
US/Pacific (-7)

Meeting of the RSS Evaluation of Reference and User Services Committee at the All Committee Meeting

More information about this conference session

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To collect, analyze, and disseminate information to the RUSA membership and profession on qualitative evaluation and quantitative measurements of service which will be used to assist in responsible managerial planning and decision making in reference and adult services; to support research in this area.

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