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An action plan for outcomes assessment in your library [[electronic resource] /] / Peter Hernon, Robert E. Dugan
| An action plan for outcomes assessment in your library [[electronic resource] /] / Peter Hernon, Robert E. Dugan |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, : American Library Association, 2002 |
| Descrizione fisica | 1 online resource (206 p.) |
| Disciplina | 027.7/0973 |
| Altri autori (Persone) | DuganRobert E. <1952-> |
| Soggetto topico |
Academic libraries - United States - Evaluation
Universities and colleges - Accreditation - United States Competency-based education - United States |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-9949-2 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Figures; Acknowledgments; Chapter 1: A New Day Is Here; Chapter 2: Assessment Plans, Reports, and Guides in Institutions of Higher Education; Chapter 3: Developing an Assessment Plan for Measuring Student Learning Outcomes; Chapter 4: Information Literacy Assessment Efforts of Some Academic Libraries; Chapter 5: Moving Public Libraries toward Outcomes Assessment; Chapter 6: Outcomes as a Type of Assessment; Chapter 7: The Research Process; Chapter 8: Evidence Demonstrating the Achievement of Outcomes; Chapter 9: Service Quality and Satisfaction
Chapter 10: Making a Commitment to Accountability and Learning Outcomes AssessmentAppendices; Some Recommended Sources; Index; |
| Record Nr. | UNINA-9910451377803321 |
Hernon Peter
|
||
| Chicago, : American Library Association, 2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
An action plan for outcomes assessment in your library [[electronic resource] /] / Peter Hernon, Robert E. Dugan
| An action plan for outcomes assessment in your library [[electronic resource] /] / Peter Hernon, Robert E. Dugan |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, : American Library Association, 2002 |
| Descrizione fisica | 1 online resource (206 p.) |
| Disciplina | 027.7/0973 |
| Altri autori (Persone) | DuganRobert E. <1952-> |
| Soggetto topico |
Academic libraries - United States - Evaluation
Universities and colleges - Accreditation - United States Competency-based education - United States |
| ISBN | 0-8389-9949-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Figures; Acknowledgments; Chapter 1: A New Day Is Here; Chapter 2: Assessment Plans, Reports, and Guides in Institutions of Higher Education; Chapter 3: Developing an Assessment Plan for Measuring Student Learning Outcomes; Chapter 4: Information Literacy Assessment Efforts of Some Academic Libraries; Chapter 5: Moving Public Libraries toward Outcomes Assessment; Chapter 6: Outcomes as a Type of Assessment; Chapter 7: The Research Process; Chapter 8: Evidence Demonstrating the Achievement of Outcomes; Chapter 9: Service Quality and Satisfaction
Chapter 10: Making a Commitment to Accountability and Learning Outcomes AssessmentAppendices; Some Recommended Sources; Index; |
| Record Nr. | UNINA-9910784206903321 |
|
Hernon Peter
|
||
| Chicago, : American Library Association, 2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
An action plan for outcomes assessment in your library [[electronic resource] /] / Peter Hernon, Robert E. Dugan
| An action plan for outcomes assessment in your library [[electronic resource] /] / Peter Hernon, Robert E. Dugan |
| Autore | Hernon Peter |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Chicago, : American Library Association, 2002 |
| Descrizione fisica | 1 online resource (206 p.) |
| Disciplina | 027.7/0973 |
| Altri autori (Persone) | DuganRobert E. <1952-> |
| Soggetto topico |
Academic libraries - United States - Evaluation
Universities and colleges - Accreditation - United States Competency-based education - United States |
| ISBN | 0-8389-9949-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Figures; Acknowledgments; Chapter 1: A New Day Is Here; Chapter 2: Assessment Plans, Reports, and Guides in Institutions of Higher Education; Chapter 3: Developing an Assessment Plan for Measuring Student Learning Outcomes; Chapter 4: Information Literacy Assessment Efforts of Some Academic Libraries; Chapter 5: Moving Public Libraries toward Outcomes Assessment; Chapter 6: Outcomes as a Type of Assessment; Chapter 7: The Research Process; Chapter 8: Evidence Demonstrating the Achievement of Outcomes; Chapter 9: Service Quality and Satisfaction
Chapter 10: Making a Commitment to Accountability and Learning Outcomes AssessmentAppendices; Some Recommended Sources; Index; |
| Record Nr. | UNINA-9910823832303321 |
|
Hernon Peter
|
||
| Chicago, : American Library Association, 2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
| Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan |
| Autore | Hernon Peter |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 |
| Descrizione fisica | 1 online resource (233 p.) |
| Disciplina | 025.5 |
| Soggetto topico |
Public services (Libraries) - Evaluation
Public services (Libraries) - United States - Evaluation |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-1309-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Assessing Service Quality: Satisfying the Expectations of Library Customers; Contents; List of Figures; Preface; Chapter 1. Understanding Ends and Means; Chapter 2. A Look in the Library Mirror; Chapter 3. "Your Mission, Should You Choose to Accept It . . ."; Chapter 4. Measuring and Evaluating the Components of High-Quality Service; Chapter 5. What Can Go Wrong with Numbers?; Chapter 6. Different Ways of Listening to Customers; Chapter 7. Managing the Three Cs (Comments, Complaints, and Compliments); Chapter 8. Listening through Surveys; Chapter 9. Listening through Focus Group Interviews
Chapter 10. Customer-Related Metrics and RequirementsChapter 11. Satisfaction and Service Quality: Separate but Intertwined; Chapter 12. Interpreting Findings to Improve Customer Service; Chapter 13. Embracing Change-Continuous Improvement; About the Authors; Index |
| Record Nr. | UNINA-9910461053303321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
| Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan |
| Autore | Hernon Peter |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 |
| Descrizione fisica | 1 online resource (233 p.) |
| Disciplina | 025.5 |
| Soggetto topico |
Public services (Libraries) - Evaluation
Public services (Libraries) - United States - Evaluation |
| ISBN | 0-8389-1309-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Assessing Service Quality: Satisfying the Expectations of Library Customers; Contents; List of Figures; Preface; Chapter 1. Understanding Ends and Means; Chapter 2. A Look in the Library Mirror; Chapter 3. "Your Mission, Should You Choose to Accept It . . ."; Chapter 4. Measuring and Evaluating the Components of High-Quality Service; Chapter 5. What Can Go Wrong with Numbers?; Chapter 6. Different Ways of Listening to Customers; Chapter 7. Managing the Three Cs (Comments, Complaints, and Compliments); Chapter 8. Listening through Surveys; Chapter 9. Listening through Focus Group Interviews
Chapter 10. Customer-Related Metrics and RequirementsChapter 11. Satisfaction and Service Quality: Separate but Intertwined; Chapter 12. Interpreting Findings to Improve Customer Service; Chapter 13. Embracing Change-Continuous Improvement; About the Authors; Index |
| Record Nr. | UNINA-9910797247403321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
| Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan |
| Autore | Hernon Peter |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 |
| Descrizione fisica | 1 online resource (233 p.) |
| Disciplina | 025.5 |
| Soggetto topico |
Public services (Libraries) - Evaluation
Public services (Libraries) - United States - Evaluation |
| ISBN | 0-8389-1309-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Assessing Service Quality: Satisfying the Expectations of Library Customers; Contents; List of Figures; Preface; Chapter 1. Understanding Ends and Means; Chapter 2. A Look in the Library Mirror; Chapter 3. "Your Mission, Should You Choose to Accept It . . ."; Chapter 4. Measuring and Evaluating the Components of High-Quality Service; Chapter 5. What Can Go Wrong with Numbers?; Chapter 6. Different Ways of Listening to Customers; Chapter 7. Managing the Three Cs (Comments, Complaints, and Compliments); Chapter 8. Listening through Surveys; Chapter 9. Listening through Focus Group Interviews
Chapter 10. Customer-Related Metrics and RequirementsChapter 11. Satisfaction and Service Quality: Separate but Intertwined; Chapter 12. Interpreting Findings to Improve Customer Service; Chapter 13. Embracing Change-Continuous Improvement; About the Authors; Index |
| Record Nr. | UNINA-9910824798903321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton
| Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ALA Editions, , 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 |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-9682-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910464585603321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ALA Editions, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton
| Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ALA Editions, , 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 |
| ISBN | 0-8389-9682-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910786678903321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ALA Editions, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton
| Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ALA Editions, , 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 |
| ISBN | 0-8389-9682-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910821959103321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ALA Editions, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Reflecting on the future of academic and public libraries [[electronic resource]] / Peter Hernon and Joseph R. Matthews
| Reflecting on the future of academic and public libraries [[electronic resource]] / Peter Hernon and Joseph R. Matthews |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, Ill., : ALA Editions, c2013 |
| Descrizione fisica | 1 online resource (258 p.) |
| Disciplina | 027.473/0112 |
| Altri autori (Persone) | MatthewsJoseph R |
| Soggetto topico |
Academic libraries - Forecasting
Public libraries - Forecasting Library planning Organizational change |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-9601-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Change-Major to Minor; Chapter 2: Building a Path to the Future; Chapter 3: Transforming the Future; Chapter 4: Related Literature; Chapter 5: Future Views of Academic Libraries; Chapter 6: Perspectives on Trends and Scenarios: Academic Libraries; Chapter 7: Future Views of Public Libraries; Chapter 8: Perspectives on Trends and Scenarios: Public Libraries; Chapter 9: Preparing for the Future: Some FinalThoughts; Appendix A: The Use of Scenarios in the Pierce County Library System; Appendix B: The Anythink Revolution
About the AuthorsIndex |
| Record Nr. | UNINA-9910462368603321 |
|
Hernon Peter
|
||
| Chicago, Ill., : ALA Editions, c2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
