ISBN-10:
0838911951
ISBN-13:
2900838911951
Pub. Date:
08/28/2013
Publisher:
ALA Editions
Getting Started with Evaluation

Getting Started with Evaluation

by Peter Hernon
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Product Details

ISBN-13: 2900838911951
Publisher: ALA Editions
Publication date: 08/28/2013
Edition description: New Edition
Pages: 258
Product dimensions: 6.00(w) x 1.25(h) x 9.00(d)

Table of Contents

List of Figures, Tables, and Text Boxes vii

Preface ix

1 Evaluation 1

2 Evidence-Based Planning and Decision Making 17

3 Library Metrics 33

4 Internal Evaluation for Planning and Decision Making 49

5 External Evaluation to Inform Stakeholders and to Guide Continuous Improvement 73

6 Measuring Satisfaction 101

7 Measuring Service Quality 127

8 Measuring Return on Investment (ROI) 137

9 Measuring the Value of the Library and its Services 159

10 Using and Communicating the Results 173

11 Positive Organizational Change 187

Appendix: Answers to Chapter Exercises 199

Selected Readings 229

About the Authors 233

Index 235

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