Assessment and Evaluation Methods for Access Services

Abstract

This paper serves as a primer to assessment and evaluation design by describing the range of methods commonly employed in library settings. Quantitative methods, such as counting and benchmarking measures, are useful for investigating the internal operations of an Access Services department in order to identify workflow inefficiencies or comparator data to judge performance against peer institutions. Qualitative methods, such as focus groups and observation studies, are useful for exploring patron behavior and perceptions, especially in regards to space planning and customer service. The strengths and limitations of these methods are also briefly addressed.