Ask Us! Evaluation Rubric

1. Demonstrates accurate understanding of the user’s need and/or the research topic.
2. Acknowledges the question in a timely manner.
3. Uses open-ended questioning techniques or clarifying questions, if appropriate, to encourage the patron to expand on the request or present additional information as a matter of course.
4. Attempts to answer the question, even in cases where the inquiry is vague or confusing, by consulting course reading pages, Blackboard or other sources.

1. Demonstrates a basic understanding of the user’s need and/or the research topic; however, the response does not fully address the query.
2. Acknowledges the question after an unwarranted delay from the time the question was received.
3. Uses open-ended questioning techniques or clarifying questions, if appropriate, to encourage the patron to expand on the request or present additional information when needed.
4. Returns the request to the user without attempting to answer the question.

1. The response incorrectly interprets the user’s need, concept or topic and no clarification is requested from the student.
2. Acknowledges the question after a significant unwarranted delay from the time the question was received.
3. Does not use open-ended questioning techniques or clarifying questions, even when appropriate, to encourage the patron to expand on the request or present additional information.
4. Returns the request to the user without attempting to answer the question.

1. Identifies various resources that have the highest concentration of relevant information that address the question while respecting the level of student inquiry.
2. Recommends resources commiserate with the user’s status, degree program, course level, or assumed research experience.
3. Provides direct links to all recommended resources.
4. Provides detailed instructions and attaches article when requested.

1. Identifies resources when appropriate. The response provides useful information; however, the response neglects some appropriate resources.
2. Recommends external sources rather than equivalent library sources, or resources not available online.
3. Provides direct links to some recommended resources.
4. Attaches article when requested but does not provide supplemental instructions for accessing the article.

1. Identifies resources but neglects subject specific resources that are more appropriate or overlooks appropriate resources altogether.
2. Does not refer the patron to a more appropriate guide, database, library, librarian, or other resource when appropriate.
3. Provides no direct links to recommended resources.
4. Does not attach the article when requested.

1. Narrows or broadens the topic when too little or too much information is identified.
2. Offers detailed search paths or links/URLs to needed resources and converts excessively long links to friendly URLs.
3. Suggests several effective and complete search strategies and breaks the query into specific facets when necessary.
4. Describes search terms that are closely related to the information desired.
5. Effectively utilizes advanced searching techniques when warranted and identifies qualifiers of the query that may limit results, such as date or related terminology.

1. Indicates that the user should narrow or broaden the topic when too little or too much information is identified but provides limited or no guidance to do this.
2. Offers detailed search paths or links/URLs to needed electronic resources but does not convert excessively long links to friendly URLs.
3. Provides search strategies, leading the user to quality information.
4. Provides adequate and correctly formatted strategies; however, the techniques are more advanced than needed or the terms used are not consistent with database/industry language.
5. Explains any field identifiers used.

1. Does not indicate the user should narrow or broaden the topic when too little or too much information is identified.
2. Does not offer detailed search paths or links/URLs to needed electronic resources.
3. Suggests strategies that are potentially too broad and could be refined or too narrow and do not produce related results.
4. Provides unrelated search terms or those that are not converted into database keywords to ensure quality results.
5. Does not explain field identifiers.

Content

1. Acknowledges the user by name.
2. Uses consistent font and color and formatting when appropriate.
3. Contains no spelling errors, jargon, acronyms, or abbreviations.
4. Encourages the patron to return if they have further questions by making a statement such as – "if you don’t find what you are looking for, please come back and we'll try something else."
5. Refers the patron to other sources, departments, or institutions when the query cannot be answered to the satisfaction of the patron.
6. Addresses all questions from the user in a clear and systematic format.
7. Provides concise, brief instructions, and leaves the user with a clear sense of next steps.

Tone

1. Communicates in a clearly receptive and encouraging manner, conveying interest and compassion.
2. Uses a conversational tone that is appropriate to the user.

Content

1. Does not acknowledge the user by name.
2. Contains some formatting inconsistencies.
3. Contains some jargon, spelling errors, or acronyms, or abbreviations.
4. Offers a generic closing statement when more outreach is needed.
5. Provides the user with insufficient information to answer their question and does not refer to other sources, departments or institutions as possible sources.
6. Addresses all questions from the user, but the presentation is confusing and/or unclear.
7. Provides multiple steps or instructions that could be condensed. The user may/not have a clear plan of action.

Tone

1. Communicates in a receptive / cordial / encouraging manner.
2. Uses a cordial but formulaic tone.

Content

1. Does not acknowledge the user by name.
2. Contains inconsistent font and distracting formatting errors.
3. Contains jargon, spelling errors, acronyms, and abbreviations.
4. Does not encourage the patron to return if they have further questions.
5. Does not refer the patron to other sources, departments or institutions when the query cannot be answered to the satisfaction of the patron.
6. Does not address all the questions and the presentation is confusing and / or unclear.
7. Provides convoluted instructions or needless steps to obtain information. The user is not given a clear plan of action.

Tone

1. Communicates in an abrupt manner.
2. Uses a formal, disinterested, formulaic tone.