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by Peter Hernon (Author), Robert E. Dugan (Author), Joseph R. Matthews (Author)
Everyone agrees that evaluation of library services is essential, but without a background in research it can be a challenge to apply abstract concepts such as strategic planning, evidence-based decision making, and accountability to real-world situations. Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. Firmly rooted in practical application, this book *Presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure *Examines qualitative versus quantitative measures *Shows how go decide which metrics are relevant to one's own institution, covering benchmarking, best practices, peer group filters, and those metrics that offer a high return on investment *Includes pointers for launching and maintaining successful library evaluation through flexibility and smart delegation among library staff *Offers advice on marshalling data to effectively communicate the value and impact of a library and its services, no matter the audience
