Assessing Reference Services Using the READ Scale (Reference Effort Assessment Data)

Author(s): Coppernoll-Blach, Penny; Turnbow, Dominique | Abstract: Objectives and Methods:Objective:To assess the reference services at the Biomedical Library, University of California, San Diego, by using the READ (Reference Effort Assessment Data) Scale. Gathering statistics with this new six-point scale will give us more complete data and will help us to shape the use of our staff and resources in more effective ways.Methods:The READ Scale was implemented to record the statistics kept at our three service points and off-desk. The six READ categories allow for recording the effort of each reference encounter, by taking into consideration the time spent and the expertise needed, rather than just the type of question (i.e. directional, informational or search). A task force was created to become familiar with the scale and to train staff in order to normalize its use across our three service points. Revised forms were created to track the statistics, the standard READ cheat sheets were modified with more descriptions and examples specific to our library, and a process was developed to document the actual questions being assigned at Level 4 or higher. These statistics will be analyzed, with the goal of gaining more insight into how best to restructure and utilize our shrinking staff and resources.