Verfügbarkeit: The evaluation and measurement of library services

The evaluation and measurement of library services:

Gespeichert in:

Bibliographische Detailangaben
Beteilige Person:	Matthews, Joseph R. 1942- (VerfasserIn)
Format:	Buch
Sprache:	Englisch
Veröffentlicht:	Westport, Conn. [u.a.] Libraries Unlimited 2007
Ausgabe:	1. publ.
Schlagwörter:	Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries > United States > Evaluation Public services (Libraries) > United States > Evaluation Libraries > Evaluation Public services (Libraries) > Evaluation Verbraucherzufriedenheit Bibliothek Evaluation Dienstleistung USA
Links:	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016264806&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Abstract:	Matthews outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements with more customer-centric measurements to form a truer picture of a library's value for its stakeholders and patrons.
Beschreibung:	Includes bibliographical references and indexes Evaluation issues -- Evaluation models -- The right tools for the job -- Qualitative tools -- Quantitative tools -- Analysis of data -- Library users and nonusers -- Evaluation of the physical collection -- Evaluation of electronic resources -- Evaluation of reference services -- Evaluation of technical services -- Evaluation of interlibrary loan -- Evaluation of online systems -- Evaluation of bibliographic/library instruction and information literacy -- Evaluation of customer service -- Evaluating the broader perspective -- Accomplishments : the key to realizing value -- Economic impacts -- Evaluation of social impacts -- Communicating the value of the library
Umfang:	XX, 372 S. graph. Darst. 26 cm
ISBN:	9781591585329

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Datensatz im Suchindex

_version_	1819323693734559744
adam_text	Contents Foreword ........................................................................................................................xv Acknowledgments .......................................................................................................xvii Introduction ...................................................................................................................xix Parti Evaluation: Process and Models Chapter 1: Evaluation Issues ...............................................................................................3 Who Decides ....................................................................................................................5 An Evaluation Action Plan ..............................................................................................8 Identifying the Problem ..............................................................................................8 Determining the Scope of the Analysis ......................................................................9 Determining Whether the Answer Already Exists ...................................................10 Determining the Kind of Analysis to Do .................................................................12 Deciding What Data Will Be Needed ......................................................................12 Conducting the Analysis and Preparing a Report ....................................................13 Using the Results for Service Improvement: The Feedback Loop ...........................13 Obstacles to Evaluation ..................................................................................................13 Ethics of Evaluation .......................................................................................................14 Notes ..............................................................................................................................14 Chapter 2: Evaluation Models ..........................................................................................17 Evaluation Models .........................................................................................................18 Limitations .....................................................................................................................26 Process Model ................................................................................................................27 Summary ........................................................................................................................28 Notes ..............................................................................................................................28 Part II Methodology Concerns Chapter 3: The Right Tools for the Job ...........................................................................33 Activity Based Costing ..................................................................................................34 Step 1— Identify Key Activities and Relevant Cost Drivers ....................................35 Step 2— Allocate Staff Time to Activities ...............................................................36 Step 3— Allocate Staff Salaries and Other Costs to Activity Cost Pools .................36 Step A — Determine Cost Per Cost Driver .................................................................37 Statistical Process Control .............................................................................................39 Stepl ........................................................................................................................40 Step 2........................................................................................................................40 Step3 ........................................................................................................................40 Step 4........................................................................................................................40 VII viii Contents Chapter 3: The Right Tools for the Job {Cont.) Other Tools ....................................................................................................................41 The Flow Chart ........................................................................................................41 The Five Whys .........................................................................................................42 Fishbone Diagram ....................................................................................................42 Pareto Chart ..............................................................................................................44 Principles for Process Redesign .....................................................................................45 Additional Tools ............................................................................................................46 Summary ........................................................................................................................46 Notes ..............................................................................................................................46 Chapter 4: Qualitative Tools .............................................................................................47 Examining Documents ...................................................................................................49 Diaries ............................................................................................................................50 Observation ....................................................................................................................50 Interviewing ...................................................................................................................51 Grounded Theory ...........................................................................................................53 Think Aloud/Think After Verbal Protocol .....................................................................53 Ethnographic Methods ...................................................................................................53 Focus Groups .................................................................................................................54 Delphi Method ...............................................................................................................55 Critical Incident Technique ............................................................................................55 Concept Mapping ...........................................................................................................56 Summary ........................................................................................................................57 Notes ..............................................................................................................................58 Chapter 5: Quantitative Tools ...........................................................................................61 Counting .........................................................................................................................61 Measuring ......................................................................................................................62 Surveys ...........................................................................................................................62 Types of Questions ...................................................................................................63 Form of Questions ....................................................................................................64 Question Construction ..............................................................................................67 Distributing the Survey ............................................................................................68 Types of Sampling ...................................................................................................71 Determining Sample Size .........................................................................................72 Survey Nonresponse .................................................................................................73 Caveats .....................................................................................................................73 Conjoint Analysis ...........................................................................................................74 Transaction Log Analysis ..............................................................................................75 Experiments ...................................................................................................................75 Summary ........................................................................................................................76 Notes ..............................................................................................................................77 Chapter 6: Analysis of Data ...............................................................................................79 Descriptive Statistics Techniques ..................................................................................81 Thermometer Chart ..................................................................................................81 Histogram .................................................................................................................82 Contents / ix Frequency Polygon...................................................................................................83 Bar Charts.................................................................................................................84 Line Charts...............................................................................................................85 Pie Charts.................................................................................................................86 Measures of Central Tendency...................................................................................... 87 The Mode .................................................................................................................87 The Median ..............................................................................................................87 The Mean .................................................................................................................88 A Distribution s Shape .............................................................................................89 Measures of Variability ..................................................................................................91 Range .......................................................................................................................91 Percentiles ................................................................................................................91 Standard Deviation ...................................................................................................91 Inferential Statistics .......................................................................................................92 Presentation of Data .......................................................................................................94 The Evaluation Report ...................................................................................................94 Notes ..............................................................................................................................94 Part III Evaluation of Library Services Chapter 7: Library Users and Nonusers ..........................................................................97 Service Definition ..........................................................................................................97 Evaluation Questions .....................................................................................................97 Evaluation Methods .......................................................................................................97 Discussion of Prior Evaluations and Research ...............................................................98 Demographics ..........................................................................................................98 Lifestyles ..................................................................................................................98 Geography ................................................................................................................99 Volume of Use .......................................................................................................100 Benefit Segmentation .............................................................................................101 Users ............................................................................................................................102 The Principle of Least Effort ..................................................................................105 Nonusers ......................................................................................................................106 Summary ......................................................................................................................106 Notes ............................................................................................................................107 Chapter 8: Evaluation of the Physical Collection ..........................................................111 Service Definition ........................................................................................................ Ill Evaluation Questions ...................................................................................................111 Evaluation Methods .....................................................................................................112 Discussion of Prior Evaluations and Research .............................................................112 Qualitative Methods ...............................................................................................112 Quantitative Methods .............................................................................................114 Weeding the Collection ................................................................................................135 Preservation ..................................................................................................................136 χ Contents Chapter 8: Evaluation of the Physical Collection (Cont.) Value ............................................................................................................................136 Collection Development ..............................................................................................137 Total Costs ...................................................................................................................138 Summary ......................................................................................................................138 Notes ............................................................................................................................138 Chapter 9: Evaluation of Electronic Resources .............................................................149 Service Definition ........................................................................................................149 Evaluation Questions ...................................................................................................149 Evaluation Methods .....................................................................................................150 Discussion of Prior Evaluations and Research .............................................................151 Users .......................................................................................................................151 Use .........................................................................................................................152 E-Books ..................................................................................................................156 Accuracy ................................................................................................................157 Impact on Print Journals .........................................................................................157 Impact on the Library .............................................................................................157 Summary ......................................................................................................................158 Future Research ...........................................................................................................159 Notes ............................................................................................................................159 Chapter 10: Evaluation of Reference Services ...............................................................165 Service Definition ........................................................................................................165 Evaluation Questions ...................................................................................................166 Evaluation Methods .....................................................................................................167 Discussion of Prior Evaluations and Research .............................................................167 Libraries as a Source of Information ......................................................................167 Librarian Skills .......................................................................................................168 Descriptive Analysis ..............................................................................................168 Obtrusive Methods .................................................................................................169 Unobtrusive Testing ...............................................................................................171 Observation ............................................................................................................174 Conjoint Analysis ...................................................................................................175 Cost-Benefit Analysis ............................................................................................175 Reference Resources ..............................................................................................175 Summary ......................................................................................................................177 Notes ............................................................................................................................177 Chapter 11: Evaluation of Technical Services ...............................................................183 Service Definition ........................................................................................................183 Evaluation Questions ...................................................................................................183 Evaluation Methods .....................................................................................................184 Discussion of Prior Evaluations and Research .............................................................184 Time .......................................................................................................................184 Costs .......................................................................................................................185 Workflow Analysis ................................................................................................186 Efficiency ...............................................................................................................186 Contents / xi Quality .........................................................................................................................191 Enhanced Records ........................................................................................................192 Summary ......................................................................................................................193 Notes ............................................................................................................................194 Chapter 12: Evaluation of Interlibrary Loan ................................................................199 Service Definition ........................................................................................................199 Evaluation Questions ...................................................................................................199 Evaluation Methods .....................................................................................................199 Discussion of Prior Evaluations and Research .............................................................200 Speed (Turnaround Time) ......................................................................................200 Fill Rate ..................................................................................................................202 Costs .......................................................................................................................204 Access versus Ownership .......................................................................................205 User Surveys ..........................................................................................................207 Requested Items Owned by the Library .................................................................207 Concentration and Scatter in Requested Materials .................................................208 Other Topics ...........................................................................................................208 Summary ......................................................................................................................209 Notes ............................................................................................................................209 Chapter 13: Evaluation of Online Systems ....................................................................213 Service Definition ........................................................................................................213 Evaluation Questions ...................................................................................................214 Evaluation Methods .....................................................................................................214 Discussion of Prior Evaluations and Research .............................................................215 Qualitative Methods ...............................................................................................215 Quantitative Methods .............................................................................................221 Online Catalog .......................................................................................................222 Library Web Site ....................................................................................................223 Summary ......................................................................................................................226 Notes ............................................................................................................................226 Chapter 14: Evaluation of Bibliographic/Library Instruction and Information Literacy ................................................................................................231 Service Definition ........................................................................................................231 Evaluation Questions ...................................................................................................231 Evaluation Methods .....................................................................................................232 Discussion of Prior Evaluations and Research .............................................................232 Opinion Surveys .....................................................................................................232 Knowledge Testing ................................................................................................233 Actual Library Use .................................................................................................236 Student Retention Rates .........................................................................................236 Evaluation of Information Literacy Programs .............................................................237 Opinion Surveys .....................................................................................................239 Skills Testing ..........................................................................................................239 Observed Behavior .................................................................................................240 xii Contents Chapter 14: Evaluation of Bibliographic/Library Instruction and Information Literacy {Cont) Faculty-Librarian Relationships ..................................................................................242 Summary ......................................................................................................................243 Notes ............................................................................................................................243 Chapter 15: Evaluation of Customer Service ................................................................249 Service Definition ........................................................................................................249 Evaluation Questions ...................................................................................................251 Evaluation Methods .....................................................................................................251 Discussion of Prior Evaluations and Research .............................................................251 Service Quality .......................................................................................................251 Satisfaction ...................................................................................................................254 Methods for Determining Satisfaction ...................................................................255 Defining Service Characteristics ............................................................................267 Implementing Quality ..................................................................................................269 Summary ......................................................................................................................269 Notes ............................................................................................................................270 Part IV Evaluation of the Library Chapter 16: Evaluating the Broader Perspective ..........................................................277 Public Library Studies ..................................................................................................279 Academic Library Studies ............................................................................................282 Library Goodness .........................................................................................................284 The 90 Percent Library ................................................................................................285 Summary ......................................................................................................................286 Notes ............................................................................................................................286 Chapter 17: Accomplishments: The Key to Realizing Value .......................................289 Evaluation Methods .....................................................................................................292 Library s Role in Student Learning .............................................................................293 Library s Role in Teaching ..........................................................................................294 Library s Role in Research ..........................................................................................295 School Libraries ...........................................................................................................295 Summary ......................................................................................................................296 Notes ............................................................................................................................296 Chapter 18: Economic Impacts .......................................................................................299 Direct Survey ...............................................................................................................300 Client Value Model ......................................................................................................304 Contingent Valuation ...................................................................................................304 St. Louis Public Library .........................................................................................305 Phoenix Public Library ..........................................................................................305 The British Library .................................................................................................306 Norway ...................................................................................................................306 Specific Library Services .......................................................................................306 Contents / xiii Consumer Surplus ........................................................................................................307 State of Florida.......................................................................................................307 State of South Carolina..........................................................................................308 British Public Libraries..........................................................................................308 A Shortcut Method .......................................................................................................309 Formula Approach .......................................................................................................313 Return on Capital Investment ......................................................................................314 Economic Impact Analysis ..........................................................................................314 Seattle Public Library .............................................................................................314 Carnegie Library of Pittsburgh ...............................................................................314 State of Florida .......................................................................................................315 Data Envelopment Analysis .........................................................................................315 Other Methods .............................................................................................................317 Summary ......................................................................................................................317 Notes ............................................................................................................................319 Chapter 19: Evaluation of Social Impacts ......................................................................323 Qualitative Methods .....................................................................................................324 The Social Audit ....................................................................................................326 Quantitative Methods ...................................................................................................327 Summary ......................................................................................................................328 Notes ............................................................................................................................329 Chapter 20: Communicating the Value of the Library .................................................331 Performance Measures .................................................................................................331 The Balanced Scorecard ...............................................................................................335 A Library Scorecard ...............................................................................................339 Performance Prism .......................................................................................................340 Three Rs of Performance .............................................................................................342 Summary ......................................................................................................................343 Notes ............................................................................................................................344 Appendix A: Raward Library Usability Analysis Tool ...............................................347 Appendix B: LibQUALf Survey Questions ................................................................353 Author/Title Index .......................................................................................................355 Subject Index ...............................................................................................................361
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geographic	USA USA (DE-588)4078704-7 gnd
geographic_facet	USA
id	DE-604.BV023061565
illustrated	Illustrated
indexdate	2024-12-20T13:07:44Z
institution	BVB
isbn	9781591585329
language	English
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-016264806
oclc_num	124159605
open_access_boolean
owner	DE-12 DE-11 DE-188 DE-525
owner_facet	DE-12 DE-11 DE-188 DE-525
physical	XX, 372 S. graph. Darst. 26 cm
publishDate	2007
publishDateSearch	2007
publishDateSort	2007
publisher	Libraries Unlimited
record_format	marc
spellingShingle	Matthews, Joseph R. 1942- The evaluation and measurement of library services Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries United States Evaluation Public services (Libraries) United States Evaluation Libraries Evaluation Public services (Libraries) Evaluation Verbraucherzufriedenheit (DE-588)4129147-5 gnd Bibliothek (DE-588)4006439-6 gnd Evaluation (DE-588)4071034-8 gnd Dienstleistung (DE-588)4012178-1 gnd
subject_GND	(DE-588)4129147-5 (DE-588)4006439-6 (DE-588)4071034-8 (DE-588)4012178-1 (DE-588)4078704-7
title	The evaluation and measurement of library services
title_auth	The evaluation and measurement of library services
title_exact_search	The evaluation and measurement of library services
title_full	The evaluation and measurement of library services Joseph R. Matthews
title_fullStr	The evaluation and measurement of library services Joseph R. Matthews
title_full_unstemmed	The evaluation and measurement of library services Joseph R. Matthews
title_short	The evaluation and measurement of library services
title_sort	the evaluation and measurement of library services
topic	Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries United States Evaluation Public services (Libraries) United States Evaluation Libraries Evaluation Public services (Libraries) Evaluation Verbraucherzufriedenheit (DE-588)4129147-5 gnd Bibliothek (DE-588)4006439-6 gnd Evaluation (DE-588)4071034-8 gnd Dienstleistung (DE-588)4012178-1 gnd
topic_facet	Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries United States Evaluation Public services (Libraries) United States Evaluation Libraries Evaluation Public services (Libraries) Evaluation Verbraucherzufriedenheit Bibliothek Evaluation Dienstleistung USA
url	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016264806&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT matthewsjosephr theevaluationandmeasurementoflibraryservices

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