Reference transaction assessment

Abstract

PurposeThis 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.Design/methodology/approachThis 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.FindingsBy 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.Research limitations/implicationsAlthough 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.Originality/valueThis 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.

Provision of consumer health information in Alberta's Rural Public Libraries

“…Reference transaction has gained attention in the library and information literature (McLaughlin, 2011;Saxton & Richardson, 2002). The concept is referred to as an information contact that involves multiple elements such as knowledge, recommendations, interpretation, or instruction in the use of information sources by library staff.…”

“…computer-assisted instruction); library catalogs and other record holdings; other libraries and institutions through communication or referral; and persons both inside and outside the library. The skill needed for an effective reference transaction includes conducting interviews; matching patrons' needs to appropriate resources; teaching patrons to use and perform appropriate Internet searches; and assessing health information (McLaughlin, 2011).…”

Information Literacy and Instruction: Reference Consultations and Student Success Outcomes

“…8 In a review of literature published 2001-2010, McLaughlin observed that the library assessment literature lacked a "universally accepted set of standard approaches, study methodologies, and reporting formats for comparison and analysis" of the outcome of reference transactions. 9 At the 2015 ACRL Conference, Savage made a similar observation, suggesting our profession is "inattentive" to assessment of librarian-patron interactions at the reference desk or in other consultative environments. 10 In various studies at large and small institutions, students who have completed a reference consultation have responded to surveys or interview questions about the consultation experience.…”

Does the READ Scale Work for Chat? A Review of the Literature

“…However, transcript analysis is both time consuming (Mungin, 2017) and limited (Belanger et al, 2016;Rabinowitz, 2021). Much of the literature on chat reference has been case studies with limited generalizability, with McLaughlin (2011) suggesting the need for standard approaches and reporting formats across libraries.…”