| Description |
1 online resource (257 pages) |
| Physical Medium |
polychrome |
| Description |
text file |
| Contents |
Getting Started with Evaluation; Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes. |
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Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction. |
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Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started. |
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Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index. |
| Summary |
Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Libraries -- Evaluation.
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Libraries -- Evaluation. |
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Public services (Libraries) -- Evaluation.
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Public services (Libraries) -- Evaluation. |
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Public services (Libraries) |
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Library administration -- Decision making.
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Library administration -- Decision making. |
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Library administration. |
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Library statistics.
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Library statistics. |
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Libraries -- Evaluation -- Problems, exercises, etc.
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| Genre/Form |
Problems and exercises.
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Electronic books.
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Problems and exercises.
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| Added Author |
Dugan, Robert E., 1952- author.
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Matthews, Joseph R., author.
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| Other Form: |
Print version: Hernon, Peter. Getting started with evaluation. Chicago : ALA Editions, an imprint of the American Library Association, 2014 9780838911952 (DLC) 2013017137 (OCoLC)845084848 |
| ISBN |
9780838996829 (electronic book) |
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0838996825 (electronic book) |
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9780838996836 (electronic book) |
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0838996833 (electronic book) |
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