At Your Service: Evaluation of an Information Desk Program

ABSTRACTIn 1989 an evaluation of the Information Desk program of the Northern Campuses of the Queensland University of Technology was conducted using an outcomes based model. In addition to measuring for appropriateness, effectiveness and efficiency, practical information was sought on which to make decisions regarding the program; and the model was tested for future applications to client-based services. A four-fold approach was adopted: an analysis of Information Desk transactions, a survey of Information Desk users, a survey of staff implementing the service, and a general meeting of those staff to facilitate their response to the evaluation and to consider future developments for the program. While the evaluation was considered valuable and the model generally suitable for client-based services, a simplified approach will be sought in future evaluations.