The evaluation and measurement of library services

Author(s)

• Matthews, Joseph R.

Bibliographic Information

The evaluation and measurement of library services

Joseph R. Matthews

Libraries Unlimited, 2007

• : pbk

Note

Includes bibliographical references and indexes

Description and Table of Contents

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 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.

Table of 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

by "Nielsen BookData"

• NCID: BA8359577X
• ISBN:
  • 9781591585329
• LCCN: 2007017726
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: Westport, Conn.
• Pages/Volumes: xx, 372 p.
• Size: 26 cm
• Classification:
  • LCC : Z678.85
  • DC22 : 025.10973
  • NDLC : UL511
• Subject Headings:
  • LCSH : Libraries -- United States -- Evaluation
  • LCSH : Public services (Libraries) -- United States -- Evaluation
  • LCSH : Libraries -- Evaluation
  • LCSH : Public services (Libraries) -- Evaluation