Library and Information Science

Library and Information Science ISSN: 2435-8495
三田図書館・情報学会 Mita Society for Library and Information Science
〒108‒8345 東京都港区三田2‒15‒45 慶應義塾大学文学部図書館・情報学専攻内 c/o Keio University, 2-15-45 Mita, Minato-ku, Tokyo 108-8345, Japan
Library and Information Science 61: 153-176 (2009)

原著論文Original Article

レファレンス・サービスの評価の枠組みとレファレンス・サービスの質の評価法A framework for evaluating reference services and methods for quality evaluation

慶應義塾大学大学院文学研究科図書館・情報学専攻Graduate School of Library and Information Science, Keio University ◇ 〒108-8345 東京都港区三田二丁目15番45号 ◇ Mita 2-15-45, Minato-ku, Tokyo 108-8345, Japan

受付日:2008年7月12日Received: July 12, 2008
受理日:2008年10月17日Accepted: October 17, 2008
発行日:2009年6月30日Published: June 30, 2009




【結果】文献調査を行い,熟考することにより,これまで示されていなかったレファレンス・サービスの評価の枠組みを構築した。また, レファレンス・サービスの質を評価するための方法として,効果的なツールを開発した。

Purpose: This study aims to develop a framework for evaluating reference services in public libraries, and to propose a practical technique for measuring the quality of reference services based on the framework.

Methods: Some previous studies on evaluating reference services are reviewed to construct a new framework for the evaluation. The resulting framework consists of four dimensions: constructional components of evaluation, context of evaluation, criteria of evaluation, and methods and measures of evaluation.

Based on a review of the literature, this paper suggests that the quality of reference services should be evaluated through questionnaire surveys of library users because this method has proven to be effective. The author attempts to develop a questionnaire that can effectively assess the quality of reference services from the viewpoint of library users, by carefully examining the results of focus group interviews of actual users of public libraries.

Results: A new framework for evaluating reference services, which has hitherto never been considered, is constructed through a literature review and critical analysis in this paper. Also, a template of questionnaires for evaluating the quality of reference services is developed as an effective evaluation tool.

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