Evaluación del servicio de referencia de una biblioteca universitaria: Biblioteca de la Universidad de Sevilla

González-Fernández-Villavicencio, Nieves and Cánovas-Álvarez, Encarnación and Arahal-Junco, Consuelo Evaluación del servicio de referencia de una biblioteca universitaria: Biblioteca de la Universidad de Sevilla. Revista Española de Documentación Científica, 2014, vol. 37, n. 2. [Journal article (Unpaginated)]

González-Fernández-Villavicencio, Cánovas-álvarez, Arahal-junco - 2014 - Evaluación del servicio de referencia de una biblioteca un.pdf - Published version

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English abstract

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.

Spanish abstract

Tras una revisión bibliográfica de la evaluación de los servicios de referencias en bibliotecas universitarias, se describe el proceso de evaluación de este servicio llevado a cabo en la Biblioteca de la Universidad de Sevilla, en su modalidad presencial y virtual, durante dos periodos a lo largo del año 2011. Los resultados se analizan en base a la escala READ adaptada. Se constata el predominio de la presencialidad del servicio, y las preguntas breves, de nivel básico, casi distribuidas equilibradamente entre mañana y tarde, de menos de 5 minutos, realizadas mayoritariamente por alumnos, atendidas por personal técnico no especializado con escasas derivaciones.

Item type: Journal article (Unpaginated)
Keywords: Reference services, Academic libraries, Library of the University of Seville, Evaluation, READ scale, Service quality, User assistance, Servicios de Referencia, Bibliotecas universitarias, Biblioteca de la Universidad de Sevilla, Evaluación, Escala READ, Calidad del servicio Atención a usuarios
Subjects: I. Information treatment for information services > IJ. Reference work.
Depositing user: Nieves González-Fernández-Villavicencio
Date deposited: 01 Sep 2014 14:12
Last modified: 02 Oct 2014 12:32
URI: http://hdl.handle.net/10760/23670


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