Abstract: Libraries, by providing different information services to promote learning, reading and research of target users, have an irreplaceable position in both daily life and in academic research. The University of Macau Library (UM Library), as the largest library in Macau, is a typical one that serve both purposes. This report aims to explore the reference services and information literacy programs provided by UM Library and evaluate the effectiveness and efficiency of two services. Literature review of past research on reference service and information literacy program in academic libraries, and their evaluation models and indicators are covered. In order to have a more in-depth evaluation of UM Library’s service quality and of their response to critical incidents, an email inquiry, which resembles a reference service request, was sent during the outbreak of COVID-19. It also compared the expectation and perception before and after the interaction. Based on the open data of the UM Library, the paper conducted SWOT and Quality Assessment of Performance (QAP) analysis to assess the target services. Then, some suggestions related to the service improvement of services were generated ensuing the analysis. For future studies on academic library performance evaluation, the researchers can consider adopting the analytical models and frameworks applied or mentioned in this report.