How is askON evaluating service quality?
Top Following askON’s initial implementation (Jan-March 2008) the project team commissioned a large scale, objective review of the service using a random sampling of the transcripts of chats that occurred in the first thirteen weeks of the service. A qualified, experience virtual reference librarian evaluated anonymized transcripts against the RUSA guidelines for managing digital reference services (www.ala.org/ala/mgrps/divs/rusa/archive/protools/referenceguide/virtrefguidelines.cfm) and looked specifically at the quality of our interviews, interactions and responses. The final report was published in June 2008 and is available upon request. A summary of the findings can be found at Public Evaluation Highlights.
