Full Record – Author

Ref Type: Journal Article

Authors: Kawakami,Alice, Swartz,Pauline,

Title: Digital reference: training and assessment for service improvement

Publication Full: Reference & User Services Quarterly

Year: 2003 Volume: 31 Issue: 3

Start Page: 227 Other Pages: 236

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This article describes the first of a series of assessments examining discrete areas of the service, needed to evaluate a digital reference program. The University of California, Los Angeles, began the first stage of a planned comprehensive evaluation with an assessment of competencies designed to reveal gaps in training that would be the starting point for a revised training program. The objectives of the first assessment were to isolate librarian-error from user-error, software-error and network-error. This assessment is the first piece of wide-ranging evaluation that will involve all staff in the process of crafting best practices for digital reference service.



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Retrieved Date:January 1, 1970

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