LEADER 04468nam 2200697 450 001 9910786678903321 005 20200520144314.0 010 $a0-8389-9682-5 035 $a(CKB)3710000000127746 035 $a(EBL)1711154 035 $a(OCoLC)881417495 035 $a(SSID)ssj0001234842 035 $a(PQKBManifestationID)12499834 035 $a(PQKBTitleCode)TC0001234842 035 $a(PQKBWorkID)11215522 035 $a(PQKB)11595844 035 $a(MiAaPQ)EBC1711154 035 $a(Au-PeEL)EBL1711154 035 $a(CaPaEBR)ebr10883659 035 $a(PPN)179452347 035 $a(EXLCZ)993710000000127746 100 $a20140627h20142014 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aGetting started with evaluation /$fPeter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton 210 1$aChicago, [Illinois] :$cALA Editions,$d2014. 210 4$dİ2014 215 $a1 online resource (257 p.) 300 $aDescription based upon print version of record. 311 $a0-8389-1195-1 320 $aIncludes bibliographical references and index. 327 $aGetting 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 327 $aChapter 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 327 $aGaps 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 327 $aConcluding 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 330 $aFinally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. 606 $aLibraries$xEvaluation 606 $aPublic services (Libraries)$xEvaluation 606 $aLibrary administration$xDecision making 606 $aLibrary statistics 606 $aLibraries$xEvaluation$vProblems, exercises, etc 615 0$aLibraries$xEvaluation. 615 0$aPublic services (Libraries)$xEvaluation. 615 0$aLibrary administration$xDecision making. 615 0$aLibrary statistics. 615 0$aLibraries$xEvaluation 676 $a027.0029 700 $aHernon$b Peter$0573635 702 $aDugan$b Robert E.$f1952- 702 $aMatthews$b Joseph R. 702 $aThornton$b Kimberly 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910786678903321 996 $aGetting started with evaluation$93764668 997 $aUNINA