Quick and Easy Reference Evaluation: Gathering Users' and Providers' Perspectives.

The article focuses on the development of an instrument to evaluate reference services. It discusses reference service evaluations that count and classify transactions. It also examines instruments that evaluate the quality of library service as a whole, such as the LibQUAL survey. The author notes that the goal was to develop a model similar used to the customer satisfaction postcard used at restaurants. An instrument evaluating the perception of users and providers of reference services at Pittsburgh, Pennsylvania academic libraries is explored.