Digital reference: training and assessment for service improvement

Abstract

This article describes the first of a series of assessments examining discrete areas of the service, needed to evaluate a digital reference program. The University of California, Los Angeles, began the first stage of a planned comprehensive evaluation with an assessment of competencies designed to reveal gaps in training that would be the starting point for a revised training program. The objectives of the first assessment were to isolate librarian‐error from user‐error, software‐error and network‐error. This assessment is the first piece of wide‐ranging evaluation that will involve all staff in the process of crafting best practices for digital reference service.

Citation

Kawakami, A. and Swartz, P. (2003), "Digital reference: training and assessment for service improvement", Reference Services Review, Vol. 31 No. 3, pp. 227-236. https://doi.org/10.1108/00907320310486827