Evaluation of an academic library’s reference service: the Library of the University of Seville
DOI:
https://doi.org/10.3989/redc.2014.2.1072Keywords:
Reference services, academic libraries, library of the university of Seville, evaluation, READ scale, service quality, user attentionAbstract
After a detailed review of the literature on the evaluation of reference services in academic libraries, we describe the evaluation process of the Reference Service of the University of Seville’s library, in both its onsite and virtual models, during two time spans in 2011. We analyse the results using an adapted version of the READ scale. The predominance of the system’s onsite model was confirmed, with the type of service characterized by short questions of a basic nature, quite evenly distributed between the morning and afternoon, with a duration of less than five minutes, with the questions coming predominantly from students and answered by non-specialist staff.
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