El uso de la observación en la evaluación de servicios de referencia

Estimad@s alumn@s:
Pueden utilizar los siguientes enlaces para revisar experiencias del uso de la observación en la evaluación de servicios de referencia:

Evaluation of Chat Reference Service Quality
Pilot Study
Marilyn Domas White, Eileen G. Abels y Neal Kaske
http://www.dlib.org/dlib/february03/white/02white.html

Reference Evaluation-- How are we doing?. Unobtrusive Observation
http://www.library.arizona.edu/users/enorlin/reference.html


Digital Reference Evaluation: Assessing the Past to Plan for the Future
J B Hill; Ngoc Pham Thi Bich
http://southernlibrarianship.icaap.org/content/v04n03/Hill_j01.htm


ALA Guidelines for Behavioral Performance of Reference and Information Service Providers
http://www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.htm

ALA Professional Competencies for Reference and User Services Librarians
http://www.ala.org/ala/rusa/rusaprotools/referenceguide/professional.htm

An Unobtrusive Evaluation of Online Real Time Library Reference Services
by Neal Kaske and Julie Arnold
http://www.lib.umd.edu/groups/digref/kaskearnoldunobtrusive.html


Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures
http://quartz.syr.edu/quality/Quality.pdf