Viewing Library Metrics from Different Perspectives: Inputs, Outputs, and Outcomes helps academic librarians go well beyond the basic guideposts of inputs and outputs to explore a wide range of metrics for measuring their effectiveness and improving performance. Based on their groundbreaking article, "Outcomes Assessment: Not Synonymous with Inputs and Outputs," Robert Dugan and Peter Hernon, along with coauthor Danuta Nitecki, give libraries the tools they need to see beyond their own walls and interpret both outcome and impact metrics from the perspective of the parent...
Viewing Library Metrics from Different Perspectives: Inputs, Outputs, and Outcomes helps academic librarians go well beyond the basic guide...
Because of technology, the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service...
Because of technology, the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with ...
Library and information science researchers can provide valuable insights about leadership and management, thereby adding a significant amount of practical information to the foundation of knowledge for LIS professionals and educators. Accordingly, it behooves both internal and external LIS practitioners to investigate and apply these research findings. Utilizing the available evidence wisely will better connect libraries to an organizational culture of assessment and evaluation, enabling improved service despite reduced funding after the recent economic downturn.
This book conveys the...
Library and information science researchers can provide valuable insights about leadership and management, thereby adding a significant amount of p...
Increasingly, libraries must address questions of accountability, efficiency, effectiveness, and impact--the extent to which a program causes positive changes in the target population. All of these issues are important to library managers and those to whom they directly report. With the heightened interest in customer expectations and increased focus on service quality and customer satisfaction, evaluation and assessment research provides the essential methodology for library managers to obtain meaningful answers.
"Engaging in Evaluation and Assessment Research" introduces evaluation...
Increasingly, libraries must address questions of accountability, efficiency, effectiveness, and impact--the extent to which a program causes posit...
A modern library is much like a business in that it must provide a set of products and services to meet the changing needs and expectations of its customers in order to succeed and survive. With libraries now focusing more on their "customers," "Listening to the Customer" is a critical resource that provides effective strategies for gathering information from the client perspective in order to meet library patrons' expectations and specific information needs.
The voice-of-the-customer program described by Hernon and Matthews involves not only listening to customers, but also maintaining...
A modern library is much like a business in that it must provide a set of products and services to meet the changing needs and expectations of its ...
Academic and public libraries are much different today than they were even 15 years ago. And with even bigger changes on the horizon, what lies in store? In this systematic attempt to speak to academic and public librarians about the future of library services, Hernon and Matthews invite a raft of contributors to step back and envision the type of future library that will generate excitement and enthusiasm among users and stakeholders. Anyone interested in the future of libraries, especially library managers, will be engaged and stimulated as the contributors *Examinw the current state of the...
Academic and public libraries are much different today than they were even 15 years ago. And with even bigger changes on the horizon, what lies in sto...
Everyone agrees that evaluation of library services is essential, but without a background in research it can be a challenge to apply abstract concepts such as strategic planning, evidence-based decision making, and accountability to real-world situations. Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. Firmly rooted in practical application, this book *Presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure *Examines...
Everyone agrees that evaluation of library services is essential, but without a background in research it can be a challenge to apply abstract concept...
"Library Leadership in the United States and Europe: A Comparative Study of Academic and Public LibrarieS" discusses prevalent leadership theories, practices, and literature, exploring issues with broad implications thematically and across different countries. After an introduction that overviews leadership, leadership theories, and influences of national culture and related concepts, the authors examine leadership in the United States, the United Kingdom, Europe as a whole, and selected European countries, highlighting differences and shared characteristics. The latter half of the work...
"Library Leadership in the United States and Europe: A Comparative Study of Academic and Public LibrarieS" discusses prevalent leadership theories,...
