Reference Interest Group (CRIG)
Report of the CRIG Working Party on Performance Measures for Reference
Services. CAVAL Reference Interest Group. (AU)
Collection Form for In-person Information Requests - Swinburne University
Staff collect the
data over two one-week periods, one in each semester. The data is
used to calculate annual statistics, using traffic counts and extrapolating,
and for much more as well.
support: a collaborative project, by Sue Wing, LSE In a joint
initiative between Macquarie University and the London School of Economics,
a Remote Email Helpdesk Service (REHDS) has been developed to address the
demand for out-of-hours support. UCISA (Universities and Colleges Information
Systems Association) (UK)
Indicators for Digital Research and Information Services: A Literature
Review. Prepared by Debbie Booth, Annette Dawes, Fatu Kigbo.
University of Newcastle. April, 2004
Unison Digital Reference
Key Performance Indicators Project.
Digital Reference: Key Performance Indicators: Project Report.
Reference & Information Services Interest Group. University Librarians
in the State of New South Wales. Alison Rigby, Amanda Smithers, Susan
Zhang. January 2006
Reference KPI: summary report - UNISON (23/3/06)
2.1.71. Staffing and Staff Training Programs for Digital Reference
2.1.8. Client Satisfaction Survey
6.1.7 Staffing and Staff Training Programs for Digital Reference
Services Survey Library
6.2 Performance Indicators for Information Services: A project
proposal for the UNISON reference & Information Services Interest
6.2.5. UNISON Library Profile and Digital Reference Survey 2005
Reference. SPEC Kit 273. December 2002. Association of Research Libraries
Digital Reference Service (CDRS). A Project of the Digiref Planning
Group. Library of Congress (US)
Live Reference Services, compiled by Bernie Sloan, Graduate School
of Library and Information Science, University of Illinois at Urbana-Champaign
Reference Education Initiative. Sponsored by The Institute of
Library and Museum Sciences(US)
for Implementing and Maintaining Virtual Reference Services. Prepared
by the MARS Digital Reference Guidelines Ad Hoc Committee , Reference and
User Services Association, 2004. Approved by the RUSA Board of Directors
June 2004. American Library Association (US)
High Quality Reference Service on the Web: The Collaborative Digital
Reference Service (CDRS), by Diane Nester Kresh. D-Lib Magazine
June 2000 Volume 6 Number 6 ISSN 1082-9873
for Reference: Academic Libraries Offer Live Web-Based Reference:
Preliminary Report (Revised for General Public Distribution), Bernie Sloan
University of Illinois at Urbana-Champaign May 25, 2001 (US)
Measures, and Quality Standards for Assessing Digital Reference Library
Services: Guidelines and Procedures [by] Charles R. McClure et al.
Draft Version July 30, 2002 Information Institute of Syracuse, School
of Information Studies, Syracuse University; School of Information Studies
Information Use Management and Policy Institute, Florida State University.
Reference Canada (VRC). Library and Archives of Canada (CA)
Document: Rubrics for Digital Reference Service Providers 3 September
2004 "The rubrics have been developed to aid in the teaching of virtual
reference to LIS students, as well as to act as a guide for the hiring,
training, and assessment of practicing librarians and reference staff
with digital reference responsibilities.