The evaluation and measurement of library services:
Gespeichert in:
Beteilige Person: | |
---|---|
Format: | Buch |
Sprache: | Englisch |
Veröffentlicht: |
Westport, Conn. [u.a.]
Libraries Unlimited
2007
|
Ausgabe: | 1. publ. |
Schlagwörter: | |
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 |
Internformat
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245 | 1 | 0 | |a The evaluation and measurement of library services |c Joseph R. Matthews |
250 | |a 1. publ. | ||
264 | 1 | |a Westport, Conn. [u.a.] |b Libraries Unlimited |c 2007 | |
300 | |a XX, 372 S. |b graph. Darst. |c 26 cm | ||
336 | |b txt |2 rdacontent | ||
337 | |b n |2 rdamedia | ||
338 | |b nc |2 rdacarrier | ||
500 | |a Includes bibliographical references and indexes | ||
500 | |a 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 | ||
520 | 3 | |a 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. | |
650 | 4 | |a Libraries / United States / Evaluation | |
650 | 4 | |a Public services (Libraries) / United States / Evaluation | |
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Datensatz im Suchindex
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---|---|
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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classification_rvk | AN 70400 |
ctrlnum | (OCoLC)124159605 (DE-599)BVBBV023061565 |
discipline | Allgemeines |
edition | 1. publ. |
format | Book |
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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 |