%0 Book %A Whitlatch, Jo Bell. %I American Library Association %D 2000 %C Chicago %G English %@ 0838907873 %@ 9780838907870 %T Evaluating reference services : a practical guide %X To make sure library customers are satisfied with what the modern library has to offer, one of the leading reference researchers has outlined practical methods for evaluating reference services. Whitlatch's library-tested tools will make it easy to determine what is working and what is not in the reference department. Her proven techniques will help you to: -- Create a planning strategy. -- Select the best evaluation tools for specific needs. -- Understand the strengths and weaknesses of various collection tools. -- Collect and analyze data more effectively. -- Communicate results to improve reference services and maintain funding.