Pomerantz, Jeffrey, Mon, Lorri M., McClure, Charles R., Evaluating Remote Reference Service: A Practical Guide to Problems and Solutions, portal: Libraries and the Academy, vol. 8, n° 1, janv. 2008. [ html | pdf ]

Résumé:
"This paper identifies key methodological issues affecting quality of data in the evaluation of remote reference services. Despite a growing number of studies in this area, no comprehensive effort has been made to identify potential problems and suggest solutions. The strategies proposed in this paper offer practical ways in which libraries can improve the overall quality and usefulness of data gathered in remote reference evaluation studies."

Via The Distant Librarian