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This paper aims to provide a holistic view of the current practice of chat reference evaluation and to suggest a framework that could help reference practitioners evaluate chat reference services in multiple contexts.

A thorough review of the literature on chat reference evaluation is conducted and the evaluation studies are grouped by their evaluative perspective and measures. Based on the literature review, a framework of perspectives and measures for chat reference evaluation is proposed.

Chat reference evaluation has incorporated a number of new elements that do not exist in desk reference evaluation. All the evaluation perspectives and measures reported in chat reference literature are incorporated into a final framework except for one variable – “cost‐effectiveness” – which lacks the support of empirical studies in the literature.

The analytical review of the literature provides a holistic view of how chat reference is being measured for its value to both libraries and users, thus furthering the professional understanding of chat reference performance in the library environs. The framework of evaluation perspectives and measures resulting from the literature review is applicable in multiple chat reference contexts and can be customized to serve different evaluation purposes. In turn, this framework gives chat reference evaluators a clear idea of what to look at and how.

This paper fills the need to provide reference practitioners with both a critical view of current chat reference practice, and a tool that could help them design and develop a chat reference evaluation project.

This paper aims to provide a detailed discussion of a large-scale library reference evaluation study conducted at the University of Education, Winneba (UEW) in Ghana. The study seeks to evaluate the reference service from the user perspective, focusing on how users use and perceive the service.

Self-administered survey was used as the data collection instrument. One thousand questionnaires were distributed to library users in a three-week period, and the response rate was 63.7 per cent.

The reference service had a high non-use rate of 42.6 per cent, which was primarily attributed to library users’ self-sufficiency and lack of awareness of the service. The top three motivations for library users to use the reference service were class assignments, personal interests and using library facilities. Although their overall altitude was positive, users felt that reference librarians were more successful at exhibiting customer service qualities than performing tasks related to identifying users’ information needs and searching/locating relevant information to fulfill the needs.

The knowledge gained from this study will deepen the understanding of how the reference service is utilised and perceived by library users and offer insights on how to enhance the services to optimise the user experience.

This study yields an enriched view of reference service provision in the African context. Its findings will help other academic libraries in Africa successfully plan and implement their own reference evaluation efforts and ultimately encourage more evidence-based library practices in the developing world.

An evaluation of libraries and their overall quality should consider the quality of the services they provide. Satisfaction in terms of the service provided is indicative of the quality of reference services and since these services are expensive, evaluation is therefore essential. This paper aims to outline the development of a structural equations model to evaluate service quality and user satisfaction with regard to the electronic reference service provided by Francisco Xavier Clavigero Library belongs to the Iberoamericana University, located in Mexico City.

This model suggests that service quality can be explained by way of the five dimensions of the SERVQUAL methodology, (reliability, assurance, tangibles, empathy and responsiveness) and in turn, quality explains both user satisfaction and the value of the service to its patrons. Finally, this model suggests that a positive increase in user satisfaction leads to a lineal and positive increase in user loyalty. The evaluation considered 297 users who made at least one electronic reference request during 2014.

The adjustment of the structural model reveals that the latent variables that explain quality are reliability and responsiveness, and that quality explains satisfaction, which in turn explains user loyalty.

The generation of an indicator to evaluate the reference services enables identification of its strengths and weaknesses to offer a more efficient service, considering that it represents a significant percentage of the library’s financial and human resources.

This case study evaluated a real‐time online interactive reference service. Three data gathering methods were used. First, general usage statistics were generated electronically from the service provider. Second, patron evaluations were collected electronically. Third, questionnaires were mailed to the librarians who provided the service. The general usage statistics revealed an overall pattern of growth in the number of participating libraries, the number of patrons, the number of questions and the total time spent answering them in minutes. Patron evaluations of the service were positive, most of the patrons' questions were answered. They all liked the service and intended to use it again. The librarians' responses were also positive. Most of the librarians were able to find quality Internet Web sites containing the answers to their patrons' questions and when they could not, they often found the answers in a print resource. This finding suggested that regardless of the setting, print resources still had an important role to play in the provision of reference service.

The purpose of this study was to evaluate digital reference services at the Namibia University of Science and Technology (NUST) and the University of Namibia (UNAM) library. Two aspects were evaluated, namely, “resources” and “elements of the general digital reference model”.

This study adopted a descriptive case study approach and used qualitative research methods, which comprised interviews and an observation checklist. The population consisted of librarians working at NUST and UNAM Library.

The research findings showed that these libraries used the general digital reference model in providing responses to the library users. The study established that the two libraries did not follow the International Federation of Library Associations and Reference and User Services Association standards of staffing and training of librarians working with digital reference services. The study further found that a lack of ability to fully demonstrate to users how to access various library services was one of the major problems that the librarians experienced.

The study was limited to two academic libraries: UNAM and NUST.

The study could contribute to a better understanding of digital reference services provided by NUST and the UNAM libraries and contribute to the body of knowledge on the subject of digital reference services, especially in an African context, where few studies have been conducted on this subject. The two libraries could use the findings to improve digital reference services, plan for intervention and develop the services.

This paper aims to survey the published journal literature on reference transaction assessment. Its purpose is to highlight the need for a multiple perspectives approach due to the complexity of reference transactions. Satisfaction indicators, behavioral aspects, accuracy rates, success measures, and other desired transaction outcomes contribute to the need for a broader assessment picture.

This is a review from the first decade of the twenty‐first century. Selected were papers from 2001 through 2010, filtered from search results from library literature databases. Primary inclusion criteria identified refereed papers, studies of academic library populations, evaluation or assessment of reference transactions, and methods contributing to systematic practices versus unique assessment events.

By viewing reference transactions as complex interactions, librarians are recognizing that simple counts and narrow views of assessment are not adequate. Missing in the assessment literature is a universally accepted set of standard approaches, study methodologies, and reporting formats for comparison and analysis. Improvements may contribute to efforts that go beyond local studies to more meaningful peer comparisons.

Although not an exhaustive representation of all reference services assessment literature, the paper profiles the heart of reference, i.e. the interaction between users and library service providers. This focus fosters a concentration on a core reference activity: addressing library users' information needs.

This review highlights assessment challenges, unresolved problems, and topics addressed from 2001 to 2010. It also provides a look at tools that can enhance assessment programs.

This paper aims to analyse the common features of the virtual reference services provided by European and American libraries in order to evaluate the service from the user's perspective, taking into account the potential of Web 2.0 applications.

This research adopts a quantitative approach, to contribute to better understanding of the problems currently facing virtual reference services and offers solutions to them. The study also combines qualitative methodologies.

The study reports that virtual reference services in university communities have not changed significantly since they first appeared, and highlights the need to incorporate new technologies.

The paper draws attention to certain features of virtual reference services that are undervalued or have not attracted research interest, and calls for a technological shift in the services provided to users from the academic communities involved in this study.

The purpose of this paper is to provide a selected bibliography of recent resources on library instruction and information literacy.

The paper introduces and annotates periodical articles, monographs, and audiovisual material examining library instruction and information literacy.

The paper provides information about each source, discusses the characteristics of current scholarship, and describes sources that contain unique scholarly contributions and quality reproductions.

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.