Wisconsin Ohio Reference Evaluation Program

1

2
Wisconsin Ohio Reference Evaluation Program

• Presented by
• Heather Smith-Collins
• Dean Corwin

3
Purpose

• Service Evaluation Tool
• Assess the outcome of reference transactions
• Identify factors related to the success or lack
  of success
• Analyze the success of a transaction, NOT just
  patron satisfaction
• Contrast patron responses and librarian responses
  for the same transactions

4
Value to Libraries

• Benchmarking
• Profiles Patron and Library Services
• Compares academic libraries of similar sizes and
  all academic libraries
• Provides numeric snapshots for reflection,
  discussion and adaptation

5
Description
Ohio State University
KENT STATE
UNIVERSITY
THE UNIVERSITY
of
WISCONSIN
Madison
6
WOREPs History

• 1983
• Prototyped nationally in 18 libraries
• ARL Statistics Measurement Program
• Over 230 Library Studies

7
Administering WOREP at WU(Methodology)

• Information about WU and Mabee Library was sent
  to Kent State (WOREP) to create a profile
• 2) Reference Staff Orientation

8
Participation

• Asking Patrons
• Double Staffing Reference Desk

9
(No Transcript)
10

• LIBRARIAN
• Level of difficulty
• Found, not found, partly found
• Topic
• Communication
• Technical Aspects
• Which Resources?
• Time
• Level of Assistance
• Type of Question
• Etc . . .

• PATRON
• Service
• Found, not found, partly found
• Topic
• Librarian understood
• Did you learn something about reference sources?
• Etc . . .

11
Examples of Questions for Patrons

• Did you locate what you asked about at the
  reference desk?
• Yes, just what I wanted
• Yes, with limitations
• Yes, not what I asked for, but other materials
  that will be helpful
• Yes, but not really what I wanted
• Only Partly
• No

12

• Were you satisfied with the information or
  materials found or suggested?
• Yes
• Partly
• No

13

• Did the librarian understand what you wanted?
• Yes
• Partly
• No

14

• Did you learn something about reference sources
  or use of the library as a result of the
  reference librarian?
• Yes
• Partly
• No

15
Examples of Questions for Librarians

• Results (Mark One)
• Found
• Partly Found
• Not Found
• Dont Know

16

• Response (Mark One)
• Directed or suggested only
• Helped with or made search
• Deferred
• Referred

17

• Aspects of the Transaction
• Something, anything, everything
• Must be about certain time period, currentness,
  place, country, language, etc.
• Must be cert. Type of reference source
• Focus on aspect (bio, hist, other)
• Requests factual information
• Criticisms, reviews, interpretations, etc.
• Analysis, trends, pro/con, cause effect,
  how-to-do-it, how it works, other
• Requests that you compile a list of references
  on the subject

18
WOREP in Action

• Mabee Librarys Strategic Plan
• The Mission of the WU Libraries is to provide
  user-centered support for teaching and learning
  within the context of the University academic
  plan.

19
Mabee Library Strategic Plan

• Goal 2 Services
• Develop and deliver services that support
  teaching, learning, discovery and exploration of
  ideas

20
Mabee Library Strategic Plan

• Goal 3 Assessment
• Action 2
• Assess the effectiveness of services.

21
Penn State University

• GENERALIZED 1st Year Results
• 47 overall satisfaction rate
• 45 of transactions lt 3 minutes
• Shelf decline 3X greater than peer institutions
• Patrons reported 47 success rate while staff
  reported 72

22
Penn States WOREP Training Program
WOREP Data
Open
New
Staff Reflection Interpretation Research
Discussions
Socratic Change
Perspectives
23
WOREP Applied
at
PENN STATE
24
Future Development of WOREP

• 2006 at Mabee
• Communication with Penn State U. and other
  participating universities
• Extension and Application of WOREP data

25

• References
• Eric Novotny (personal communication, 1 Oct.
  2004)
• Kent State University. (n.d.) WOREP Homepage.
  Retrieved 15 Oct. 2004 from http//worep.library.k
  ent.edu/
• Washburn University. (September 2004). WOREP
  Results.
• Barnes, B. Ambaum, G. (n.d.) Unshelved.
  Overdue Media LLC.