Ensuring Quality Reference Desk Service: The Introduction of a Peer Process.

Abstract

A preview of this study was presented at the Annual Con ference of the Louisiana Library Association March 16, 1989, in Baton Rouge, Louisiana. 1988 was deemed the year of the undergraduate at Louisiana State University. The LSU Libraries aligned their goals with those of the university, and Reference Services focused efforts on im proving desk service since 60 percent of its users were un dergraduates. Peer review and evaluation of the service were seen as the means to achieve improvement. All desk staff including graduate assistants, paraprofessionals, and all faculty ranks from non-tenured to the equivalent of full professor participated as peers in the evaluation. This article summarizes the project, includes results of user studies, and provides a checklist for implementing a peer desk review process. Jane P. Kleiner

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