The Evaluation and Measurement of Library Services

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Libraries Unlimited, 2007 - Language Arts & Disciplines - 372 pages


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.

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Contents

Evaluation Models
17
The Right Tools for the Job
33
The Right Tools for the Job Cont
41
Copyright

22 other sections not shown

Other editions - View all

The Evaluation and Measurement of Library Services
Joseph R. Matthews
Limited preview - 2017
The Evaluation and Measurement of Library Services
Joseph R. Matthews
Limited preview - 2017
The Evaluation and Measurement of Library Services
Joseph R. Matthews
No preview available - 2017

Common terms and phrases

Academic Librarianship Academic Library activity American Library Association analyzed Assessment balanced scorecard benefits bibliographic instruction brary circulation citation analysis citations College & Research conjoint analysis contingent valuation cost customer satisfaction database Delphi method determine developed Document Delivery effectiveness electronic journals electronic resources evaluation faculty focus groups identify impact improve in-library information literacy Information Science interlibrary loan Internet Journal of Academic librarians Library and Information Library Association library customer Library Resources library services library users library's collection Management materials Medical Library Association method OhioLINK online catalog outcomes Outsourcing Pareto chart percent performance measures Performance Prism perspective problems programs Public Library questions reference services requests Research Libraries respondents Review sample satisfaction surveys scorecard scores Service Quality social stakeholders statistical study found Technical Services tion Undergraduate University Libraries usability Usability Testing variables

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.

Bibliographic information

TitleThe Evaluation and Measurement of Library Services
AuthorJoseph R. Matthews
Editionillustrated
PublisherLibraries Unlimited, 2007
Original fromthe University of Michigan
DigitizedAug 26, 2010
ISBN1591585325, 9781591585329
Length372 pages
Subjects ›  › 

Language Arts & Disciplines / Library & Information Science / General
  
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