WOREP - Wisconsin Ohio Reference Evaluation Program
about WOREP
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WOREP - Wisconsin Ohio Reference Evaluation Program

About WOREP

What it is

WOREP, the Wisconsin-Ohio Reference Evaluation Program, was developed by Charles Bunge, University of Wisconsin, and Marjorie Murfin, Ohio State University, in 1983. The prototype was tested by eighteen libraries of varying sizes and located in all regions of the country. Since then, it has been used by more than 100 academic and 85 public libraries.

WOREP is designed to assess the outcome of the reference transaction and to identify factors related to success or lack of success. Its key features are:

  • demonstrates validity--items actually measure what is indicated;
  • demonstrates reliability--it is possible to replicate results;
  • uses the natural reference center setting;
  • includes sufficient factors to suggest cause and effect relationships;
  • provides for comparability of data.

WOREP is unique in that it does not rely solely on patron input, but also collects data from staff. Also, it does not limit evaluation to patron satisfaction, but also considers the success of the transaction. This is of particular interest given that many studies have found only a 50+% success rate in reference transactions, although patrons consistently report high levels of satisfaction. On the practical side, the use of the WOREP is enhanced by the fact that it is relatively easy to implement.

WOREP is currently available to academic libraries only. A public library version of WOREP will be available in 2008.

What it can do for your library

Most importantly, WOREP results provide diagnostic information about your reference service that can inform possible changes. The results draw upon "input" factors that are part of the reference setting: collections, staff skill and knowledge, subject strengths, types of staff, types of questions. They also consider "process" factors which include items that comprise the transaction: communication effectiveness, time spent, technical problems, assistance by directing or searching with, and instruction. By using WOREP on a periodic basis, it is possible to benchmark performance and monitor the effects of changes.

The report also provides a profile of the users of your reference service by type (e.g., undergraduates, faculty) and by disciplines (e.g., business, English), as well as a comparison of your library with other libraries who have been WOREP participants. This includes a comparison with the top-scoring library and comparably-sized libraries.

What it takes to implement it

Contact WOREP administrators to arrange for obtaining survey forms and to discuss any implementation details. Staff buy-in is critical, so plans for using WOREP should involve staff at an early stage. Staff needs to understand that WOREP is designed as a total service evaluation tool and is not used for the assessment of individual performance. More details about using WOREP are given in the Administering WOREP section of the Web site.

How much it costs

WOREP costs are $1.25 per form.