Joseph Matthews

The Evaluation and Measurement of Library Services

• Broschiertes Buch

Produktbeschreibung

This guide provides library directors, managers, and administrators in all types of libraries with complete and up-to-date instructions on how to evaluate library services in order to improve them. It's a fact: today's libraries must evaluate their services in order to find ways to better serve patrons and prove their value to their communities. In this greatly updated and expanded edition of Matthews' seminal text, you'll discover a breadth of tools that can be used to evaluate any library service, including newer tools designed to measure customer and patron outcomes. The book offers practical advice backed by solid research on virtually every aspect of evaluation, including quantitative and qualitative tools, data analysis, and specific recommendations for measuring individual services, such as technical services and reference and interlibrary loan. New chapters give readers effective ways to evaluate critical aspects of their libraries such as automated systems, physical space, staff, performance management frameworks, eBooks, social media, and information literacy. The author explains how broader and more robust adoption of evaluation techniques will help library managers combine traditional internal measurements, such as circulation and reference transactions, with more customer-centric metrics that reflect how well patrons feel they are served and how satisfied they are with the library. By applying this comprehensive strategy, readers will gain the ability to form a truer picture of their library's value to its stakeholders and patrons.

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Produktdetails

• Verlag: Libraries Unlimited
• Seitenzahl: 480
• Erscheinungstermin: 31. Oktober 2017
• Englisch
• Abmessung: 254mm x 178mm x 26mm
• Gewicht: 895g
• ISBN-13: 9781440855368
• ISBN-10: 1440855366
• Artikelnr.: 47080936

Autorenporträt

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.

Inhaltsangabe

Foreword Acknowledgments Introduction Part I Evaluation: Process and Models
Chapter 1: Evaluation Issues Who Decides An Evaluation Action Plan
Identifying the Problem Determining the Scope of the Analysis Determining
Whether the Answer Already Exists Determining the Kind of Analysis to Do
Deciding What Data Will Be Needed Conducting the Analysis and Preparing a
Report Using the Results for Service Improvement: The Feedback Loop
Obstacles to Evaluation Ethics of Evaluation Philosophical Question Notes
Chapter 2: Evaluation Models Evaluation Models Other Notable Models
Limitations Summary Notes Part II Methodology Concerns Chapter 3:
Qualitative Tools No Contact Examining Documents Diaries One-to-One
Interaction Observation Interviewing Grounded Theory Think Aloud/Think
After Verbal Protocol Ethnographic Methods Netnographic Methods
Phenomenography Group Interaction Focus Groups Delphi Method Critical
Incident Technique Concept Mapping Analysis of Qualitative Data
Presentation of Findings Summary Notes Chapter 4: Quantitative Tools
Counting Measuring Surveys Types of Questions Form of Questions Question
Construction Distributing the Survey Types of Sampling Determining Sample
Size Survey Nonresponse Caveats Conjoint Analysis Transaction Log Analysis
Experiments Summary Notes Chapter 5: Analysis of Data Descriptive
Statistics Techniques Thermometer Chart Histogram Frequency Polygon Bar
Charts Line Charts Pie Charts Measures of Central Tendency The Mode The
Median The Mean A Distribution's Shape Measures of Variability Range
Percentiles Standard Deviation Inferential Statistics Visualization
Meta-Analysis Summary Notes Part III Evaluation of Library Operations
Chapter 6: Evaluation of Operations Benchmarking Academic Library
Statistics Public Library Statistics Activity-Based Costing Step 1-Identify
Key Activities and Relevant Cost Drivers Step 2-Allocate Staff Time to
Activities Step 3-Attribute Staff Salaries and Other Costs to Activity Cost
Pools Step 4-Determine Cost Per Cost Driver Cost-Benefit Analysis Lean
Tools Statistical Process Control Summary Notes Chapter 7: Evaluation of
Technical Services Service Definition Evaluation Questions Introduction
Evaluation Methods Prior Evaluations and Research Gathering Statistics Time
Costs Surveys Workflow Analysis Efficiency Outsourcing Quality Enhanced
Records Summary Notes Chapter 8: Evaluation of Interlibrary Loan Service
Definition Evaluation Questions Evaluation Methods Prior Evaluations and
Research Speed (Turnaround Time) Fill Rate Costs Access versus Ownership
Requested Items Owned by the Library Concentration and Scatter in Requested
Materials Impact of a Discovery Service Other Topics Patron-Driven
Acquisitions Customer Perspective User Surveys Interlibrary Loan Options
Best Practices Summary Notes Chapter 9: Evaluation of Automated Systems
Service Definition Evaluation Questions Evaluation Methods Prior
Evaluations and Research Next-Generation Library Management Systems Merits
of Cloud-Based Solutions Open-Source Options Merits of a Consortium
Discovery System Tradeoffs Evaluating Web Sites Increasing Bandwidth
Summary Notes Chapter 10: Evaluation of Automated Materials Handling
Systems Service Definition Evaluation Questions Evaluation Methods Prior
Evaluations and Research RFID Summary Notes Part IV Evaluation of Library
Services Chapter 11: Library Users and Nonusers Service Definition
Evaluation Questions Evaluation Methods Prior Evaluations and Research
Demographics Lifestyles Geography Volume of Use Benefit Segmentation Users
The Principle of Least Effort Nonusers Summary Notes Chapter 12: Evaluation
of the Physical Collection Service Definition Evaluation Questions Prior
Evaluations and Research Qualitative Methods Quantitative Methods
Collection Development Summary Notes Chapter 13: Evaluation of Electronic
Resources Service Definition Evaluation Questions Evaluation Methods Prior
Evaluations and Research Users Use Analytics Cost Analysis Open-Access
Journals Customer Satisfaction Accuracy Impact on Print Journals Impact on
the Library Value of E-Resources Summary Future Research Notes Chapter 14:
Evaluation of E-Books Service Definition Evaluation Questions Evaluation
Methods Prior Evaluations and Research Comparing Availability of Print
versus E-Books Comparing Use of Print versus E-Books Subject Area of Use
Customer Surveys Consortia Purchases Summary Notes Chapter 15: Evaluation
of Reference Services Service Definition Evaluation Questions Evaluation
Methods Prior Evaluations and Research Libraries as a Source of Information
The READ Scale Librarian Skills Descriptive Analysis Obtrusive Methods A
Library Survey The WOREP Survey Quick and Easy Reference Evaluation
Unobtrusive Testing Observation Conjoint Analysis Cost-Benefit Analysis
Reference Resources Summary Notes Chapter 16: Evaluation of Information
Literacy Service Definition Evaluation Questions Evaluation Methods Prior
Evaluations and Research Opinion Surveys Knowledge Testing Actual Library
Use Student Retention Rates Evaluation of Information Literacy Programs
Opinion Surveys Skills Testing Observed Behavior Information Literacy
Standards Faculty-Librarian Relationships Summary Notes Chapter 17:
Evaluation of Summer Reading Programs Service Definition Evaluation
Questions Evaluation Methods National Reading Studies Prior Evaluation and
Research Qualitative Methods Quantitative Methods Suggested Best Practices
Summary Notes Chapter 18: Evaluation of Customer Service Service Definition
Evaluation Questions Evaluation Methods Prior Evaluations and Research
Service Quality Satisfaction Methods for Determining Satisfaction Combining
Cost Per Use and Users' Satisfaction LibQUAL+ LibSat Local Library Surveys
Walking in the Shoes of the Customer Defining Service Characteristics
Implementing Quality Summary Notes Chapter 19: Evaluation of Social Media
Service Definition Evaluation Questions Evaluation Methods Prior
Evaluations and Research Counts Analysis of Comments Surveys Automated
Tools Metrics Social Network Analysis Return on Investment Summary Notes
Chapter 20: Evaluation of Physical Space Service Definition Evaluation
Questions Evaluation Methods Prior Evaluations and Research Interviews
Focus Groups Design Charrette Ethnographic Tools Gate Counts Floor Counts
Observation Surveys Summary Notes Chapter 21: Evaluation of the User
Experience Service Definition Evaluation Questions Evaluation Methods Prior
Evaluations and Research Observation Interviews and Focus Groups Secret
Shopper Journey Mapping Floor Counts Usability Testing Hierarchical Task
Analysis Web Analytics Transaction Log Analysis User Surveys Ethnographic
Methods Summary Notes Part V Evaluation of Library Outcomes Chapter 22:
Evaluating the Broader Perspective Library Goodness The 90 Percent Library
Management Frameworks Role of Performance Measures Key Performance
Indicators Critical Success Factors Process Improvement Initiatives
Self-Assessment Award Models Performance Measurement Frameworks Holistic
Frameworks Assessing the Frameworks Notes Chapter 23: Outcomes and Value
ISO 16439 Evaluation Methods Library's Role in Student Learning Library's
Role in Student Retention Library's Role in Teaching School Libraries
Public Libraries Summary Notes Chapter 24: Economic Impacts Methodologies
Direct Survey Duplication, Replication, and Complementarity Client Value
Model Contingent Valuation Consumer Surplus A Shortcut Method Value-Added
Library Methodology Formula Approach Library ROI to Grants Income Return on
Capital Investment Economic Impact Analysis Economic Impact Studies Data
Envelopment Analysis Other Methods Summary Notes Chapter 25: Evaluation of
Social Impacts Qualitative Methods The Social Audit Quantitative Methods
Outcome Measures Summary Notes Chapter 26: Communicating the Library's
Story Understand the Audience Emphasize Benefits Offer Context Be Credible
Upgrade Communication Skills Stage the Release of Information Ask for
Feedback Summary Notes Author/Title Index Subject Index