The Evaluation and Measurement of Library Services

Front Cover
Libraries Unlimited, 2007 - Language Arts & Disciplines - 372 pages
2 Reviews
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.

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LibraryThing Review

User Review  - libraryassessment - LibraryThing

From the cover: "In this book, Matthews outlines and argues for a broader and more robust adoption of evaluation techniques...combining traditional internal measures with more customer-centric metrics....the book is designed to familiarize readers with the array of existing and new tools." Read full review

Review: The Evaluation and Measurement of Library Services

User Review  - Jenny - Goodreads

Read in conjunction with Practical Research Methods for Librarians and Information Professionals, for my Evaluation of Information Services class. Clear and useful. Read full review

Contents

Evaluation Issues
3
Evaluation Models
17
The Right Tools for the Job
33
Copyright

23 other sections not shown

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About the author (2007)

JOSEPH R. MATTHEWS. As a consultant, JOSEPH R MATTHEWS has assisted numerous libraries and local governments in a wide variety of projects, and teaches regularly in the areas of library information systems, strategic planning, and evaluation of library services.

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