Library Assessment Activities: Assessment of Reference Services

The QCC Library provides reference services in several ways:

• In person;
• By phone;
• By email; 
• By chat; 
• By appointment (for extended reference).

Reference interactions are intended to be instructive, with the goal to teach library users how to perform successful reference inquiries on their own.  In addition, reference interactions are one of the primary means by which library faculty engage with students and other members of the college community.  Thus, assessment of reference services seeks to ascertain

• How effective we are at point-of-service assistance;
• How approachable, friendly, and helpful we are perceived to be;
• How likely users are to return for additional help when needed;
• How satisfied users are that we have helped them meet their information needs.