04468nam 2200697 450 991078667890332120200520144314.00-8389-9682-5(CKB)3710000000127746(EBL)1711154(OCoLC)881417495(SSID)ssj0001234842(PQKBManifestationID)12499834(PQKBTitleCode)TC0001234842(PQKBWorkID)11215522(PQKB)11595844(MiAaPQ)EBC1711154(Au-PeEL)EBL1711154(CaPaEBR)ebr10883659(PPN)179452347(EXLCZ)99371000000012774620140627h20142014 uy 0engur|n|---|||||txtccrGetting started with evaluation /Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly ThorntonChicago, [Illinois] :ALA Editions,2014.©20141 online resource (257 p.)Description based upon print version of record.0-8389-1195-1 Includes bibliographical references and index.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; NotesChapter 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 SatisfactionGaps 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 StartedConcluding 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; IndexFinally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them.LibrariesEvaluationPublic services (Libraries)EvaluationLibrary administrationDecision makingLibrary statisticsLibrariesEvaluationProblems, exercises, etcLibrariesEvaluation.Public services (Libraries)Evaluation.Library administrationDecision making.Library statistics.LibrariesEvaluation027.0029Hernon Peter573635Dugan Robert E.1952-Matthews Joseph R.Thornton KimberlyMiAaPQMiAaPQMiAaPQBOOK9910786678903321Getting started with evaluation3764668UNINA