Assessing Reference Using WOREP

This article in the Spring 2006 issue of ISTL, Assessing Reference: Using the Wisconsin-Ohio Reference Evaluation Program in an Academic Science Library, provides the Penn State Life Sciences Library results of using this standardized tool for assessing reference services in terms of meeting library users’ expectations.

WOREP is designed to assess the outcome of the reference transaction and to identify factors related to success or lack of success” (WOREP home page 2006)

“WOREP collects data from both the patron and the staff involved in the reference transaction, and evaluates transaction success as well as patron satisfaction. According to early aggregate WOREP data, factors which affect success at general reference desks in academic libraries include: staffing; time and effort spent on the question; effective communication; type and source of the question; and collection size

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