Vai al contenuto principale della pagina
Autore: | Hernon Peter |
Titolo: | Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton |
Pubblicazione: | Chicago, [Illinois] : , : ALA Editions, , 2014 |
©2014 | |
Descrizione fisica: | 1 online resource (257 p.) |
Disciplina: | 027.0029 |
Soggetto topico: | Libraries - Evaluation |
Public services (Libraries) - Evaluation | |
Library administration - Decision making | |
Library statistics | |
Persona (resp. second.): | DuganRobert E. <1952-> |
MatthewsJoseph R. | |
ThorntonKimberly | |
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. |
Titolo autorizzato: | Getting started with evaluation |
ISBN: | 0-8389-9682-5 |
Formato: | Materiale a stampa |
Livello bibliografico | Monografia |
Lingua di pubblicazione: | Inglese |
Record Nr.: | 9910786678903321 |
Lo trovi qui: | Univ. Federico II |
Opac: | Controlla la disponibilità qui |