From Library Journal:
After studying seven libraries that provide digital reference services, a team of researchers has concluded that, to improve future projects, better evaluation and assessment methods must be found and implemented. The conclusions were reported this month at the third annual Virtual Reference Desk (VRD) Conference, held in Orlando, FL. Charles McClure, director of the Information Use Management and Policy Institute at the School of Information Studies, Florida State University, Tallahassee and one of the study team, told LJ that the team will \”draft a procedures manual for how to collect this data and analyze it.\” He said that, as traditional statistics for circulation and in-house reference decline, libraries underreport their electronic activity \”because they can’t count effectively what they do in the networked environment.\”
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