This document presents RRFC Network standards for quality, depth and timeliness for assisted (clients who contact an information specialist) and unassisted (visitors to the web site) information requests and responses. These standards integrate and reflect the agreements articulated within the Information Services Consolidation framework developed by the RRC Directors and approved by OSEP including the

(a) characteristics of the RRFC Information Services from a user perspective, and
(b) design parameters for a consolidated RRFC Information Services.

These standards ensure that information provided, whether assisted or unassisted, is of consistent quality, depth and timeliness across the RRFC Network . Additionally, they provide a framework for informing professional development efforts of Information Specialists, conducting internal and third party evaluations, and communicating within the Information Specialists' Community of Practice.

Assisted Information Services

Information provided through assisted responses will be trustworthy, relevant, timely, and delivered by RRC and FRC Information Specialists who meet or are approaching the professional standards outlined in the competencies for RRFC Information Specialists. Further, irrespective of point of entry into the RRFC Network Information System, clients will be provided opportunities to engage in consultation with Information Specialists to refine their requests in order to ensure that information contributes to more informed decision making.

Standards of Quality
Quality of Assisted Information Services is indicated by overall system functionality, navigability, accessibility, ease of use, and the degree to which

• relates to the final request and addresses client need;
• is trustworthy and reliable; draws from the best and most relevant resources;
• contextually sensitive (ie. is state and/or region specific when appropriate)
• and well organized, well written, and appropriately synthesized when requested.

Standards of Depth
Depth is indicated by the degree to which:

• all relevant aspects of the question are researched;
• responses reflect input from multiple sources, when appropriate and available; and responses include both theoretical and practical information, as appropriate.

Standards of Timeliness
Timeliness is demonstrated by providing responses that reflect, and are responsive to, client timelines.

Unassisted Information Services

A wide range of resources are offered tour clients via this web site for the purpose of enabeling access at any time, without the need to contact a network information specialist for assistance. Clients seeking Unassisted Information Services are assured access to a wide range of web-based regional and national information on special education policy, programs and practice. The system should be intuitive and characterized by ease of use so that whatever a user’s technical skill level or previous experience with the RRFC web site, the point they enter is the “right point” to gain immediate access to RRFC information and links to additional resources.

Standards of Quality
The quality of RRFC Unassisted Information Services is demonstrated by:

• information that is current and relevant to a wide range of users;
• RRFC information resources that are well organized, well written, and appropriately synthesized;

• links to additional relevant resources;
• easy access to RRC and FRC Information Specialists to assist with needs not addressed through unassisted information; and

• system functionality, navigability, accessibility, and overall ease of use.

Standards of Depth
The depth of information provided to clients in an unassisted manner is demonstrated by information resources that:

• include the best and most relevant sources;
• reflect input from multiple sources, when appropriate and available; and include both theoretical and practical information, as appropriate.

Standards approved by the Information Specialists' workgroup 2005