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E-Mail Reference Evaluation: Using the Results of a Satisfaction Survey

机译：电子邮件参考评估：使用满意度调查的结果

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摘要

E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense.
机译：自1980年代初以来，电子邮件参考已被用作大学图书馆的参考工具。如今，它已成为提供数字参考服务的最常用媒体之一。提供任何服务的重要方面是评估用户对该服务的满意度。大型大学图书馆中的Ask-A-Librarian电子邮件参考服务的用户在10个月内自愿完成了一项基于网络的七项调查问卷。结果表明，大多数受访者对Ask-A-Librarian总体满意。本文讨论了图书馆如何使用调查结果来改善现有服务，并实施新的单聊参考。参考服务提供商不仅应要求用户提供有关现有服务的反馈，还应将其包括在新服务的规划和设计阶段。通过这样做，他们表现出致力于为顾客社区提供适当服务的承诺，最终可以节省机构的时间和费用。

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