The evaluation and measurement of library services

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Where to find it

Information & Library Science Library

Call Number
Z678.85 .M37 2007
Status
Available

Authors, etc.

Names:

Summary

Evaluations of libraries and the services they perform are seen as important tools for library managers and stakeholders. However, too many library evaluations simply focus on the routine process of gathering inputs and outputs within the context of traditional service measurements. Unfortunately, very few libraries actively pair these internal evaluations along with customer satisfaction outcomes to form a management tool that can drive service improvements across the library as a whole.

In this book, Matthews describes the wide array of existing tools that can be used to evaluate any library service, and introduces the reader to newer tools designed to measure customer and patron outcomes. He outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements, such as circulation and reference transactions, with more customer-centric metrics--how well patrons feel they are served, and how satisfied they are with the library branch. The result of this strategy is the ability to form a truer picture of the value of the library to its stakeholders and its patrons.

Contents

  • Acknowledgments
  • Introduction
  • Part I Evaluation: Process and Models
  • Chapter 1 Evaluation Issues
  • Chapter 2 Evaluation Models
  • Part II Methodology Concerns
  • Chapter 3 The Right Tools for the Job
  • Chapter 4 Qualitative Tools
  • Chapter 5 Quantative Tools
  • Chapter 6 Analysis of Data
  • Part III Evaluation of Library Services
  • Chapter 7 Library Users and Non-Users
  • Chapter 8 Evaluation of the Physical Collection
  • Chapter 9 Evaluation of the Electronic Resources
  • Chapter 10 Evaluation of the Reference Services
  • Chapter 11 Evaluation of the Technical Services
  • Chapter 12 Evaluation of Interlibrary Loan
  • Chapter 13 Evaluation of Online Systems
  • Chapter 14 Evaluation of Bibliography/Library Instruction and Information Literacy
  • Chapter 15 Evaluation of Customer Services
  • Part IV Evaluation of the Library
  • Chapter 16 Models for Evaluating the Broader Perspective
  • Chapter 17 Accomplishments: The Key to Realizing Value
  • Chapter 18 Economic Impacts
  • Chapter 19 Evaluation of Social Impacts
  • Chapter 20 Communicating the Value of the Library
  • Appendix A Raward Library Usability Analysis Tool Name
  • Index Subject
  • Index

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