This case study describes the development and implementation of a formalized assessment program for the L. Tom Perry Special Collections reading room and reference desk. This assessment program had two principal goals: 1) to provide information to the reference staff that would help them better manage the reference desk and to improve the service provided to patrons and 2) to gather information that could be shared with curators and department leadership in order to help them make better collection management decisions. The case study looks at the kinds of statistics utilized by the department, the impact of the assessment program on the reference staff, the administrative uses of the statistics gathered by the reference staff, and the benefits of aligning the assessment program with national standards.

Author Biography

J. Gordon Daines III is the Supervisor of Reference Services and Department Chair in the L. Tom Perry Special Collections at Brigham Young University. Cindy Brightenburg is the Reference Assistant in the L. Tom Perry Special Collections at Brigham Young University



To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.