Much of what's missing from the discussion of assessing reference services is the dire need to fully realize the value of qualitative assessment. The need for more academic libraries to utilize this method of gathering statistics can open up a much needed discussion concerning the nuanced impact of reference services on student learning outcomes and the broader picture of higher education.
Adams, Paula M.
"Ideas, Hints, and Tricks: So Much More Than What's On The Surface: Assessing Reference Services at Academic Libraries,"
Georgia Library Quarterly:
4, Article 8.
Available at: http://digitalcommons.kennesaw.edu/glq/vol49/iss4/8