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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...

Libraries enter into strategic planning by a variety of routes, from dynamic technology and rising costs to budget cuts and pressure for change. In this book, Joe Matthews guides library managers towards a greater understanding of the role and attendant responsibilities of strategic planning. Academic, public, and special librarians alike will benefit from Matthews' cogent explanations, real-life examples, and time-tested recommendations.

In the process, Matthews addresses such intrinsic questions as: Why is it important that I add strategic thinking to my managerial arsenal? How will...

Academic libraries are increasingly being asked to demonstrate their value as one of many units on campus, but determining the outcomes of an academic library within the context of its collegiate setting is challenging. This book explains and clarifies the practice of assessment in academic institutions, enabling library managers to better understand and explain the impact of the library on student learning outcomes, teaching effectiveness, and research productivity.

Providing essential information for all college and university librarians, this volume discusses and summarizes...

Librarians have historically relied on the perceived value or goodness of the public library as a means to garner financial support. Yet it is now becoming apparent that public libraries must demonstrate, using an acceptable methodology, the economic value of the library and its services. A compendium of valuable information about the research and literature surrounding this issue of demonstration, this book reviews the various approaches that have been used in assessing the public library's value.

Matthews suggests methods for a library to develop better means of...

What is the future of the public library? How can libraries embrace the forces of change and provide the resources--and the resource-gathering environment--today's patrons want? "The Customer-Focused Library: Re-Inventing the Library From the Outside-In" answers these questions by proposing a transformative alternative, a reimagined library in which the collections, the services--even the building itself--are designed and built from the customer's perspective.

Written by one of the country's foremost library consultants, "The Customer-Focused Library" shows how perceived threats to the...

Value is at the core of every organization's purpose. Without value, organizations die. Libraries as well as museums, archives, and galleries have traditionally added value to their communities through their collections and services, but yesterday's collections and services are no longer enough. In order to remain sustainable, today's libraries, archives, museums, and galleries must explore new ways to add value that resonate in the lives of their customers.

This unique book explains how addressing the "5 C's" of adding value content, context, connection, collaboration, and...

Baseball fans have long appreciated the value of keeping a scorecard, both as a record of the game and a predictor of future outcomes. What if we told you the same principle works for libraries?

The Balanced Scorecard is a performance measurement tool first popularized by Robert Kaplan and David Norton (who also penned the foreword to this book) in a 1993 "Harvard Business Review" article. It involves matching a variety of measures with one or more expected values--from each of four perspectives (financial, customer, internal process, and organizational readiness)--tracking results, and...

"Research-Based Planning for Public Libraries: Increasing Relevance in the Digital Age" takes readers through a logical and effective process for developing a plan and implementing it within the various functions of the library. Grounded in research and best practices, the book offers practical, easy-to-implement advice and direction for today's public library administrators, managers, and board members.

Covering everything from goal-setting, policy-making, and budgeting, to collections, promotions, and access and evaluation, the book details how to better provide and promote access,...