104 REFERENCE SERVICES
be a method for gathering patron responses/reactions. One such method
was discussed by Jonathan Miller in “Quick and Easy Reference Evaluation:
Gathering Users’ and Providers’ Perspectives.”^1 In it, Miller noted that most
libraries count the number of reference transactions handled in a given time
period. He also observed that “it is more difficult to measure the quality of
the reference service we provide.”^2 He described an evaluation conducted at
several academic libraries in Pittsburgh in which “the challenge... was to
combine the power of evaluations from both sides of the reference desk.”^3
In a short questionnaire the survey asked patrons if they got the information
needed, had a better understanding of how to find and evaluate information,
and if they were satisfied with the reference transaction. The same questions
were also posed to reference providers. A two-part form was used, with one
part handed to the patron and one kept by the reference provider. A control
number on each part ensured that the responses could be matched up when
the data were analyzed.
Another form of reference service evaluation is WOREP, the Wisconsin
Ohio Reference Evaluation Program developed in 1983 by Charles Bunge and
Marjorie Murfin. This survey also consists of a two-part form in which both
the patron and the reference librarian are questioned about the transaction.
It is considerably longer than the previous example, and there are versions
available for both public and academic libraries. More information may be
found at https://worrep.library.kent.edu.reference Collections
Just as regular evaluations help keep reference services viable and relevant,
regular assessments of reference collections ensure that the sources used to
provide reference service are useful and up-to-date. Kay Ann Cassell and Uma
Hiremath note thatcollections should be assessed on a regular basis to ascertain
whether the materials meet the needs of the users and whether
the selections are worth the cost. This is a two-pronged process
that involves both determining gaps in the existing collection and
evaluating the quality of available resources.^4http://www.ebook3000.com