First-Order dynamic logic

• Record Nr.: UNISA990000349800203316
• Autore: HAREL, David
• Pubbl/distr/stampa: Berlin : Springer Verlag, 1979
• Descrizione fisica: 131 p. : ill. ; 24 cm
• Collana: Lecture notes in computer science ; 68
• Disciplina: 511.3
• Collocazione: 001 LNCS 68
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia

Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton

• Record Nr.: UNINA9910786678903321
• Autore: Hernon Peter
• Pubbl/distr/stampa: Chicago, [Illinois] : , : ALA Editions, , 2014; ©2014
• ISBN: 0-8389-9682-5
• Descrizione fisica: 1 online resource (257 p.)
• Disciplina: 027.0029
• Soggetti: Libraries - Evaluation; Public services (Libraries) - Evaluation; Library administration - Decision making; Library statistics
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: Description based upon print version of record.
• Nota di bibliografia: Includes bibliographical references and index.
• Nota di contenuto: Getting Started with Evaluation; Contents; Figures, Tables, and Text ; Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes; Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction; Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI ); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started; Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index
• Sommario/riassunto: Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them.