Evaluation of Library and Information Services

Appraisal of services is a key management issue in a quality-oriented environment. The second edition of this guide has been revised and provides an update to thinking about and reasons for evaluation in libraries in the UK. There is a new chapter on performance measurement for the electronic library. A chapter on quantitative methods summarises questionnaire design, discusses techniques like focus groups, suggestions boxes, diary and interview techniques. Problems arising from survey outcomes are summarised and long term evaluation and the relevance of benchmarking are discussed. The book concludes with relevant case studies of survey work and research and a discussion of possible future developments.

Introduction Reasons for evaluation Specific issues in evaluation 1. Identifying performance issues for evaluation Internal/local sources Published sources 2. Quantitative methods Questionnaires: for and against Some issues for study Specific points in questionnaire design Sampling Practical advice on sample sizes Questionnaire administration Analysing the data and presenting results 3. Qualitative methods Focus groups Suggestions boxes Diary techniques Interviewing Observation 4. Pitfalls and progress 5. Case studies and future developments Survey work in public libraries Academic libraries Special libraries Charters and service level agreements Service level agreements in higher education libraries Examples of relevant research projects An example of a fee-based service 6. Performance measurement for the electronic library Definitions What the electronic library does Users and usage Identifying performance issues and performance indicators Performance issues Equinox indicators The use of electronic services in practice Survey methods Outcomes and consequences The future 7. Further reading 8. List of organisations