Selected Bibliography

Publications:

Brown, J. D. (1994). Using quality concepts to improve reference services. College & Research Libraries, 55(3), 211-219.

Bunge, C. A. (1999). Gathering and using patron and librarian perceptions of question-answering success. [Reprinted from Evaluation of public services and public services personnel. University of Illinois at Urbana-Champaign. Graduate School of Library & Information Science, 1991]. Reference Librarian, (66), 115-140.

Bunge, C. A. (1991). Gathering and using patron and librarian perceptions of question-answering success. In B. Allen (Ed.), Evaluation of public services and public services personnel (pp. 59-83). Urbana-Champaign, IL: University of Illinois, Graduate School of Library and Information Science.

Parker, J. D. (1996). Evaluating documents reference service and the implications for improvement. Journal of Government Information, 23, 49-70.

Paster, A., Fescemyer, K., Henry, N., Hughes, J., & Smith, H. (Spring 2006). Assessing reference: Using the Wisconsin-Ohio Reference
Evaluation Program in an academic science library. Issues in Science and Technology Librarianship. Available online:
http://www.istl.org/06-spring/article2.html

Radcliff, C. J., & Schloman, B. F. (2001). Case study: Using the Wisconsin-Ohio Reference Evaluation Program. In D. P. Wallace, & C. Van Fleet (Eds.), Library evaluation: A casebook and can-do guide (pp. 89-102). Englewood, CO: Libraries Unlimited.

Stalker, J. C., & Murfin, M. E. (1996). Quality reference service: A preliminary case study. Journal of Academic Librarianship, 22(6), 423-429.

Presentation:

"What WOREP Results Say About Reference Service, Patron Success and Satisfaction."
Gedeon, Julie A., Carolyn J. Radcliff, and Barbara F. Schloman. RUSA 15th Annual New Reference Research Forum, American Library Association Annual Conference, June 12, 2009, Chicago, IL.
Brief summary of the study - PDF
Table of frequencies of responses - PDF