Objectives: 2a | 2b | 2c | 2d

Intended Educational (Student), Research or Service Outcomes, Administrative Objectives or Expected Results (In this section, clearly articulate the expected results related to each goal. Try to make the objectives results-oriented). It is best to specify the objectives for each goal--e.g., Goal 1 may have two objectives labeled as Objective 1a and Objective 1b)

• Performance Criteria/Indicators for Success—When seeking information/reference/consultation assistance, the patron experiences the following:
  • Enthusiastic, innovative and courteous service
  • Prompt and effective service 
• Performance Activities
  • Staff the service point adequately and appropriately
  • Provide electronic reference service for remote users
  • Conduct training to ensure each employee possesses
    • thorough professional knowledge and technical skills
    • excellent communication skills--listening, understanding, and speaking
    • excellent personal qualities 
  • Conduct regular employee appraisals to assess and evaluate performance
  • Communicate with University constituencies about services and collections  (Bibliographers; Webmaster; Systems)
  • Produce print and electronic general and specialized guides to services and resources  (Bibliographers; Webmaster; Systems)
  • Conduct user surveys to assess customer expectations and perception 
• Methods of Assessment
  • Survey Questionnaire
• Use of Findings
  • Accelerate training and plan future staff development
  • Revise staffing patterns
  • Test alternative staffing models
  • Adjust recruitment strategy 
• Feedback Channel and Assessment Timeline
  • Data collected/analyzed quarterly by research assistants
  • Results reported to library administrators, managers,  public service staff
  • External stakeholders (faculty, students, University administrators