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The Evaluation and Measurement of Library Services
by Joseph R. Matthews

Evaluations of libraries and the services they perform are seen as important tools for library managers and stakeholders. However, too many library evaluations simply focus on the routine process of gathering inputs and outputs within the context of traditional service measurements. Very few libraries actively pair these internal evaluations along with customer satisfaction outcomes to form a management tool that can drive service improvements across the library as a whole.

Part I: Evaluation: Process and Models
Chapter 1: Evaluation Issues
Chapter 2: Evaluation Models
Part II: Methodology Concerns
Chapter 3: The Right Tools for the Job
Chapter 4: Qualitative Tools
Chapter 5: Quantative Tools
Chapter 6: Analysis of Data
Part III: Evaluation of Library Services
Chapter 7: Library Users and Non-Users
Chapter 8: Evaluation of the Physical Collection
Chapter 9: Evaluation of the Electronic Resources
Chapter 10: Evaluation of the Reference Services
Chapter 11: Evaluation of the Technical Services
Chapter 12: Evaluation of Interlibrary Loan
Chapter 13: Evaluation of Online Systems
Chapter 14: Evaluation of Bibliography/Library Instruction and Information Literacy
Chapter 15: Evaluation of Customer Services
Part IV: Evaluation of the Library
Chapter 16: Models for Evaluatin
g the Broader Perspective
Chapter 17: Accomplishments: The Key to Realizing Value
Chapter 18: Economic Impacts
Chapter 19: Evaluation of Social Impacts
Chapter 20: Communicating the Value of the Library
Appendix A: Raward Library Usability Analysis Tool

Matthews, Joseph R. The Evaluation and Measurement of Library Services. Westport, CT: Libraries Unlimited, 2007. 400pp.

978-1-59158-532-9 $50.