Focusing on Improvement: Developing and Implementing Assessment for Reference Interactions, Research Consultations, Searching Services, and Library Classes

Background: The academic health sciences library strategic plan includes focusing on patron services assessment. The Education & Reference department provides three instructional services to end users– reference interactions, consultations, and library offered instruction sessions. Based upon a thorough literature review, librarians determined that including user feedback in assessment service analysis would allow the department to make data-driven improvements to the services. The department decided to develop and roll out assessment instruments/surveys for all three services with implementation beginning January 2020.

Description: A small Assessment Team was identified to draft the different service assessments. The librarians review current literature, other existing assessment tools, and best practice documents to identify and/or develop potential questions for the assessment instruments. The librarians will work with the different library faculty who oversee these services for feedback and best fit. The librarians will then bring in other faculty and staff for feedback and buy-in. With several different technology options, the department chose a recently purchased software for these initial efforts. The librarians will create the final versions of the instruments in the chosen technology for implementation.

Conclusion: The presentation will include information concerning barriers and issues faced by the librarians throughout the development process. It will include any technology glitches or considerations. The presentation will include samples of the instruments and report aggregate findings from the instruments’ use. It will also include best practices to consider for creating or rejuvenating assessment instruments and programs.