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Libraries--Special collections--Surveys. --- Academic libraries--Surveys. --- Academic libraries--Evaluation. --- Libraries --- Academic libraries --- Special collections --- Evaluation.
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Library management --- Scientific libraries --- Organizational effectiveness --- Evaluation. --- Sci-tech libraries --- Science libraries --- Technical libraries --- Technology libraries --- Special libraries --- Evaluation --- Performance --- Scientific libraries - Evaluation. --- Organizational effectiveness - Evaluation.
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Measuring the performance of a library's services is a crucial part of good library management, since without a firm grasp of what is actually being achieved it is impossible to move forward to improved service. The key measure is no longer size and quality of bookstock, but the impact of staff effort and resources on the population the library is intended to serve. Analysing this enables evidence of benefits to be presented, providing the ultimate justification for the service's existence. This important book is the first to provide an accessible account of current thinking and research on the evaluation of library services, both traditional and - importantly - electronic. Illustrated throughout with a range of internationally based examples across the different library sectors, it is structured to focus primarily on the intended service user (outcome and impact perspectives), then to look at service management (output and process issues) and the building blocks of services (inputs), and finally to draw together these strands by examining some of the broader frameworks for evaluation that have emerged. Each chapter features a list of key resources, and the extensive appendices offer practical guidance on data collection methods, the analysis of data and the presentation of results. The key areas addressed include: background and theoretical considerations; user satisfaction and impact on users; social and economic impact; inputs, processes and outputs; staff and infrastructure; services for all; and, standards, benchmarking and the balanced scorecard. The emphasis on both principles and techniques in this book means that it is perfect reading for busy LIS practitioners but it is also eminently suitable for LIS students and researchers trying to get to grips with this complex area.
Public services (Libraries) --- Bibliothèques --- Evaluation. --- Services aux usagers --- Evaluation --- Libraries --- -025 --- Management --- Documentation --- Public institutions --- Librarians --- Bibliothèques --- Library Services --- Information Storage and Retrieval --- Libraries and readers --- Library public services --- Library services to users --- Library users --- Public libraries --- Library science --- Public services --- Services to users --- Services for --- Public services (Libraries) - Evaluation --- Libraries - Evaluation
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Libraries --- Public services (Libraries) --- Bibliothèques --- Evaluation. --- Evaluation --- Services aux usagers --- 025 --- Bibliotheekbeheer --- 025 Bibliotheekbeheer --- Bibliothèques --- Libraries and readers --- Library public services --- Library services to users --- Library users --- Public libraries --- Library science --- Documentation --- Public institutions --- Librarians --- Public services --- Services to users --- Services for --- Libraries - United States - Evaluation --- Public services (Libraries) - United States - Evaluation --- Libraries - Evaluation --- Public services (Libraries) - Evaluation
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Bibliothèques publiques --- 024-052 --- Bibliothèques Bibliotheken --- Indicateurs Indicatoren --- Tableau de bord Stuurbord --- Bibliotheekbeheer--Frankrijk --- Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- Bibliotheekgebruikers. Benutzerforschung. User Studies --- 024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- 025.12 Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- 025 <44> Bibliotheekbeheer--Frankrijk --- Bibliothèques publiques --- 025 <44> --- 025.12 --- Bibliothéconomie Bibliotheekwetenschap --- Evaluation Evaluatie --- AA / International- internationaal --- 020 --- Bibliotheekwezen: algemeenheden. --- Libraries --- Library administration --- Public services (Libraries) --- Library statistics --- Library science --- Evaluation --- Decision making --- Research --- Methodology --- Statistical methods --- Public libraries --- Bibliothèques --- Administration --- Administration. --- Bibliotheekwezen: algemeenheden --- Libraries - Evaluation --- Library administration - Decision making --- Public services (Libraries) - Evaluation --- Library science - Research - Methodology --- Libraries - Evaluation - Statistical methods --- Acqui 2006 --- Tableaux de bord (gestion) --- Bibliotheques publiques --- Bibliotheques --- France
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Technological progress has meant that the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information, especially the Web, and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways, including: * Distance education * Use of library Web sites * Partnerships and consortia for electronic collections * Ways to effectively embrace change for continuous improvement. Readership: Senior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality - from mystery shoppers and benchmarking to surveys and group interviews.
Information user --- Library research --- United States --- Public services (Libraries) --- Bibliothèques --- Evaluation. --- Services aux usagers --- Evaluation --- Bibliothèques --- Library Services --- Bibliometrics --- Public services (Libraries) - Evaluation. --- Public services (Libraries) - United States - Evaluation --- United States of America
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Library management --- 025.12 --- Libraries --- -Documentation --- Public institutions --- Librarians --- Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- Evaluation --- -Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- 025.12 Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- -025.12 Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- Libraries - Evaluation.
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A destination des professionnels des bibliothèques, ce guide s'articule autour de quatre parties : construction du projet, développement d'un savoir-répondre, organisation et travail au sein d'une équipe, et adaptation du service à l'environnement et à la nature de ses publics.
Electronic reference services (Libraries) --- Bibliothèques --- Services de référence électroniques --- Library Services --- Management --- Evaluation --- Services de référence virtuels --- Bibliothèques --- Services de référence électroniques --- Services de référence numériques. --- Electronic reference services (Libraries) - Management --- Electronic reference services (Libraries) - Evaluation
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