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Evaluation and Measurement of Library Services

ISBN-10: 1591585325
ISBN-13: 9781591585329
Edition: 2007
List price: $55.00 Buy it from $9.07
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Description: 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  More...

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Book details

List price: $55.00
Copyright year: 2007
Publisher: ABC-CLIO, LLC
Publication date: 9/30/2007
Binding: Paperback
Pages: 400
Size: 6.50" wide x 9.50" long x 1.25" tall
Weight: 1.782
Language: English

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. 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 outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements (circulation, reference transactions, etc.) with more customer-centric metrics (how well was I served, how satisfied am I with my branch, etc.) to form a truer picture of the value of the library to its stakeholders and patrons. Matthews sets out to familiarize the reader with 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. Throughout the book, Matthews focuses on removing the mystery surrounding these processes and tools so that library managers are better able to use these tools to drive patron and stakeholder satisfaction.

Acknowledgments
Introduction
Evaluation: Process and Models
Evaluation Issues
Evaluation Models
Methodology Concerns
The Right Tools for the Job
Qualitative Tools
Quantative Tools
Analysis of Data
Evaluation of Library Services
Library Users and Non-Users
Evaluation of the Physical Collection
Evaluation of the Electronic Resources
Evaluation of the Reference Services
Evaluation of the Technical Services
Evaluation of Interlibrary Loan
Evaluation of Online Systems
Evaluation of Bibliography/Library Instruction and Information Literacy
Evaluation of Customer Services
Evaluation of the Library
Models for Evaluating the Broader Perspective
Accomplishments: The Key to Realizing Value
Economic Impacts
Evaluation of Social Impacts
Communicating the Value of the Library
Raward Library Usability Analysis Tool Name
Index Subject
Index

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