Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services

Autor/inn/en	Battley, Belinda; Wright, Alicia
Titel	Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services
Quelle	In: Journal of Archival Organization, 10 (2012) 2, S.107-136 (30 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1533-2748
DOI	10.1080/15332748.2012.726899
Schlagwörter	Library Services; Foreign Countries; Reference Services; Library Research; Audits (Verification); Access to Information; Program Evaluation; Archives; User Satisfaction (Information); Questionnaires; Observation; Evaluation Methods; Evaluation Needs; Robustness (Statistics); Methods Research; New Zealand + Suchen Sie Ihr Suchwort? Bibliotheksarbeit; Ausland; Literaturdienst; Programme evaluation; Programmevaluation; Archivwesen; Archiv; Benutzerfreundlichkeit; Fragebogen; Beobachtung; Widerstandsfähigkeit; Methodenforschung; Neuseeland
Abstract	Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One evaluation project again used self-completion questionnaires, but this time to measure gaps between user expectations and experiences. The second used a "mystery shopper" methodology, with predetermined scenarios and score sheets, to directly measure firsthand experience of reference services. The results of the two survey projects were used to develop an organization-wide service improvement plan. (Contains 48 notes.) (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10