Using the Wisconsin-Ohio Reference Evaluation Program (WOREP) to Improve Training and Reference Services

Journal of Academic Librarianship

Volumn 33, Issue 3, 2007, Pages 382-392

  Novotny, Eric ^a   Rimland, Emily ^b  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

^b W330 Pattee Library   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 34247874738     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.acalib.2007.01.017     Document Type: Article

References (16)

1. "The Reference Assessment Manual". In: American Library Association, and Evaluation of Reference and Adult Services Committee (Ed) (1995), Pierian Press, Ann Arbor, MI
2. Crowley T., and Childers T. Information Service in Public Libraries; Two Studies (1971), Scarecrow Press, Metuchen, NJ
3. Hernon P., and McClure C.R. "Unobtrusive Reference Testing: The 55 Percent Rule". Library Journal 111.7 (1986) 37-42
4. Durrance J.C. "Reference Success: Does the 55 Percent Rule Tell the Whole Story?". Library Journal 114. 7 (1989) 31-36
5. Dewdney P., and Ross C.S. "Flying a Light Aircraft: Reference Service Evaluation from a User Viewpoint". RQ 34.2 (1994) 217-231
6. Ross C.S., and Dewdney P. "Negative Closure". Reference and User Services Quarterly 38.2 (1998) 151-164
7. Murfin M. "Assessing Library Services" in The Reference Assessment Manual. Evaluation of Reference and Adult Services Committee (1995), Pierian Press, Ann Arbor, MI 11-12
8. Murfin M.E., and Gugelchuk G.M. "Development and Testing of a Reference Transaction Assessment Instrument". College & Research Libraries 48.4 (1987) 314-338
9. Murfin M.E., and Gugelchuk G.M. "Development and Testing of a Reference Transaction Assessment Instrument". College & Research Libraries 48.4 (1987) 314-338
10. For additional details see the WOREP Web Site, http://worep.library.kent.edu/index.html.
11. Stalker J.C., and Murfin M.E. "Quality Reference Service: A Preliminary Case Study". Journal of Academic Librarianship 22.6 (1996) 423-429
12. Brown J.D. "Using Quality Concepts to Improve Reference Services". College & Research Libraries 55.3 (1994) 211-219
13. Christensen B., Du Mont M., and Green A. "Taking Note: Assessing the Performance of Reference Service in Academic Music Libraries A Progress Report". Notes 58.1 (2001) 39-54
14. Ibid, Footnote - see Appendix A for a copy of the version used. The original WOREP survey instrument and documentation of its testing for validity and reliability were published in Marjorie E. Murfin and Gary M. Gugelchuk, "Development and Testing of a Reference Transaction Assessment Instrument," College & Research Libraries 48.4 (July 1987): 314-338.
15. For examples see: Gatten, Jeffrey N. and Carolyn J. Radcliff, "Assessing Reference Behaviors with Unobtrusive Testing," In Library Evaluation: A Casebook and Can-Do Guide. Ed. Danny P. Wallace and Connie Van Fleet. (Englewood, CO: Libraries Unlimited, Inc., 2001), 105-115; Virtual Reference Desk. "Facets of Quality for Digital Reference Services, Version 5." June 2003. Available: http://www.vrd.org/facets-06-03.shtml; Gers, Ralph and Lillie J. Seward. "Improving Reference Performance: Results of a Statewide Study." Library Journal, 110.18 (1985): 32-35; Whitlatch, Jo Bell. "Reference Service Effectiveness." RQ, Winter 1990. 205-220; Ross, Catherine Sheldrick and Patricia Dewdney. "Negative Closure: Strategies and Counter-Strategies in the Reference Transaction." Reference & User Services Quarterly, 38.2 (1998): 151-163.
16. Texts discussed were: Dewdney and Ross, Flying a Light Aircraft; Durrance, Reference Success; Gers and Seward, Improving Reference Performance; and Reference and User Services Association, Guidelines for Behavioral Performance of Reference and Information Services Professionals, http://www.ala.org/ala/rusa/rusaprotools/referenceguide/, 2004.