E-metrics for e-reference

[Sloan, Bernie]

The June issue of the ARL Bimonthly Report contains the following article:

"Measuring Services, Resources, Users, and Use in the Networked
Environment," by Wonsik "Jeff" Shim, Assistant Professor, and Charles R.
McClure, Director, Information Use Management and Policy Institute, School
of Information Studies, Florida State University.

http://www.arl.org/newsltr/210/emetrics.html

Unfortunately, while this paper uses the word "services" in the title, it is
mostly about measuring the use of electronic RESOURCES.

This begs a question: For those of you offering online reference services
(e.g., (e-mail reference, chat reference, video, etc.), how many of you are
measuring and/or evaluating your online reference services??

Bernie Sloan
Senior Library Information Systems Consultant
University of Illinois Office for Planning and Budgeting
338 Henry Administration Building
506 S. Wright Street
Urbana, IL  61801
Phone:  (217) 333-4895
Fax:      (217) 333-6355
E-mail:  bernies at uillinois.edu