What is it?
McKeown, S., Konrad, S. L., McTavish, J., & Boyce, E. (2017). Evaluation of hospital staff’s perceived quality of librarian-mediated literature searching services. Journal of the Medical Library Association: JMLA, 105(2), 120.
What’s it about?
An impact evaluation of a literature searching service provided by a Canadian Hospital Library Service using Critical Incident Technqiue
It’s a good example of a service reflecting on the impact of a particular aspect of their service, a despite high levels of feedback looking at how to improve. The message of communication – and that the request of search isn’t a one way or passive transaction but an ongoing, fluid conversation is something I believe in strongly.