Nov 2006 | 272pp
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Measuring the performance of a library's services is one of the most crucial parts of providing a good service. This important book is the first to provide an accessible account of current thinking on the evaluation of library services, both traditional and - importantly - electronic library services. Illustrated throughout with a range of international examples across different types of libraries, this book will become the standard work on performance measurement.
The book is structured to focus first of all on the intended user of the services (outcome and impact perspectives), then to look at the management of the service (output and process issues), then at evaluating the building blocks of services (input issues) and finally to draw together these strands by examining some of the broader frameworks for evaluation which have emerged. The book ends with an extensive Appendix with a description of key methodologies and suitable references. Each chapter includes suggestions for further reading as well as key references.
The key areas addressed include:
Readership: The emphasis on principles and techniques in the book means that it is perfect reading for busy practitioners but it is also eminently suitable for students and researchers trying to get to grips with this tricky area.
2. Theoretical considerations
3. User satisfaction
4. Impact on users
5. Social and economic impact
11. Services for all
13. The balanced scorecard
Appendix 1. Data collection methods
Appendix 2. The analysis of data
Appendix 3. The presentation of results
"This book is an essential resource for libraries and librarians who are serious about measuring their impact on customers, patrons, and society at large…Measuring Library Performance will benefit library and information-science students, professors, and busy information professionals, too."
- Public Libraries
"This book goes a long way to making the process a lot clearer, even if it cannot make it easier."