ForewordAcknowledgmentsIntroductionPart I Evaluation: Process and Models Chapter 1: Evaluation Issues Who DecidesAn Evaluation Action PlanIdentifying the ProblemDetermining the Scope of the AnalysisDetermining Whether the Answer Already ExistsDetermining the Kind of Analysis to DoDeciding What Data Will Be NeededConducting the Analysis and Preparing a ReportUsing the Results for Service Improvement: The Feedback LoopObstacles to EvaluationEthics of EvaluationPhilosophical QuestionNotes Chapter 2: Evaluation Models Evaluation ModelsOther Notable ModelsLimitationsSummaryNotesPart II Methodology Concerns Chapter 3: Qualitative Tools No ContactExamining DocumentsDiariesOne-to-One InteractionObservationInterviewingGrounded TheoryThink Aloud/Think After Verbal ProtocolEthnographic MethodsNetnographic MethodsPhenomenographyGroup InteractionFocus GroupsDelphi MethodCritical Incident TechniqueConcept MappingAnalysis of Qualitative DataPresentation of FindingsSummaryNotes Chapter 4: Quantitative Tools CountingMeasuringSurveysTypes of QuestionsForm of QuestionsQuestion ConstructionDistributing the SurveyTypes of SamplingDetermining Sample SizeSurvey NonresponseCaveatsConjoint AnalysisTransaction Log AnalysisExperimentsSummaryNotes Chapter 5: Analysis of Data Descriptive Statistics TechniquesThermometer ChartHistogramFrequency PolygonBar ChartsLine ChartsPie ChartsMeasures of Central TendencyThe ModeThe MedianThe MeanA Distribution''s ShapeMeasures of VariabilityRangePercentilesStandard DeviationInferential StatisticsVisualizationMeta-AnalysisSummaryNotesPart III Evaluation of Library Operations Chapter 6: Evaluation of Operations BenchmarkingAcademic Library StatisticsPublic Library StatisticsActivity-Based CostingStep 1--Identify Key Activities and Relevant Cost DriversStep 2--Allocate Staff Time to ActivitiesStep 3--Attribute Staff Salaries and Other Costs to Activity Cost PoolsStep 4--Determine Cost Per Cost DriverCost-Benefit AnalysisLean ToolsStatistical Process ControlSummaryNotes Chapter 7: Evaluation of Technical Services Service DefinitionEvaluation QuestionsIntroductionEvaluation MethodsPrior Evaluations and ResearchGathering StatisticsTimeCostsSurveysWorkflow AnalysisEfficiencyOutsourcingQualityEnhanced RecordsSummaryNotes Chapter 8: Evaluation of Interlibrary Loan Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchSpeed (Turnaround Time)Fill RateCostsAccess versus OwnershipRequested Items Owned by the LibraryConcentration and Scatter in Requested MaterialsImpact of a Discovery ServiceOther TopicsPatron-Driven AcquisitionsCustomer PerspectiveUser SurveysInterlibrary Loan OptionsBest PracticesSummaryNotes Chapter 9: Evaluation of Automated Systems Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchNext-Generation Library Management SystemsMerits of Cloud-Based SolutionsOpen-Source OptionsMerits of a ConsortiumDiscovery System TradeoffsEvaluating Web SitesIncreasing BandwidthSummaryNotes Chapter 10: Evaluation of Automated Materials Handling Systems Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchRFIDSummaryNotes Part IV Evaluation of Library Services Chapter 11: Library Users and Nonusers Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchDemographicsLifestylesGeographyVolume of UseBenefit SegmentationUsersThe Principle of Least EffortNonusersSummaryNotes Chapter 12: Evaluation of the Physical Collection Service DefinitionEvaluation QuestionsPrior Evaluations and ResearchQualitative MethodsQuantitative MethodsCollection DevelopmentSummaryNotes Chapter 13: Evaluation of Electronic Resources Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchUsersUseAnalyticsCost AnalysisOpen-Access JournalsCustomer SatisfactionAccuracyImpact on Print JournalsImpact on the LibraryValue of E-ResourcesSummaryFuture ResearchNotes Chapter 14: Evaluation of E-Books Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchComparing Availability of Print versus E-BooksComparing Use of Print versus E-BooksSubject Area of UseCustomer SurveysConsortia PurchasesSummaryNotes Chapter 15: Evaluation of Reference Services Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchLibraries as a Source of InformationThe READ ScaleLibrarian SkillsDescriptive AnalysisObtrusive MethodsA Library SurveyThe WOREP SurveyQuick and Easy Reference EvaluationUnobtrusive TestingObservationConjoint AnalysisCost-Benefit AnalysisReference ResourcesSummaryNotes Chapter 16: Evaluation of Information Literacy Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchOpinion SurveysKnowledge TestingActual Library UseStudent Retention RatesEvaluation of Information Literacy ProgramsOpinion SurveysSkills TestingObserved BehaviorInformation Literacy StandardsFaculty-Librarian RelationshipsSummaryNotes Chapter 17: Evaluation of Summer Reading Programs Service DefinitionEvaluation QuestionsEvaluation MethodsNational Reading StudiesPrior Evaluation and ResearchQualitative MethodsQuantitative MethodsSuggested Best PracticesSummaryNotes Chapter 18: Evaluation of Customer Service Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchService QualitySatisfactionMethods for Determining SatisfactionCombining Cost Per Use and Users'' SatisfactionLibQUAL+LibSatLocal Library SurveysWalking in the Shoes of the CustomerDefining Service CharacteristicsImplementing QualitySummaryNotes Chapter 19: Evaluation of Social Media Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchCountsAnalysis of CommentsSurveysAutomated ToolsMetricsSocial Network AnalysisReturn on InvestmentSummaryNotes Chapter 20: Evaluation of Physical Space Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchInterviewsFocus GroupsDesign CharretteEthnographic ToolsGate CountsFloor CountsObservationSurveysSummaryNotes Chapter 21: Evaluation of the User Experience Service DefinitionEvaluation QuestionsEvaluation MethodsPrior Evaluations and ResearchObservationInterviews and Focus GroupsSecret ShopperJourney MappingFloor CountsUsability TestingHierarchical Task AnalysisWeb AnalyticsTransaction Log AnalysisUser SurveysEthnographic MethodsSummaryNotes Part V Evaluation of Library Outcomes Chapter 22: Evaluating the Broader Perspective Library GoodnessThe 90 Percent LibraryManagement FrameworksRole of Performance MeasuresKey Performance IndicatorsCritical Success FactorsProcess Improvement InitiativesSelf-Assessment Award ModelsPerformance Measurement FrameworksHolistic FrameworksAssessing the FrameworksNotes Chapter 23: Outcomes and Value ISO 16439Evaluation MethodsLibrary''s Role in Student LearningLibrary''s Role in Student RetentionLibrary''s Role in TeachingSchool LibrariesPublic LibrariesSummaryNotes Chapter 24: Economic Impacts MethodologiesDirect SurveyDuplication, Replication, and ComplementarityClient Value ModelContingent ValuationConsumer SurplusA Shortcut MethodValue-Added Library MethodologyFormula ApproachLibrary ROI to Grants IncomeReturn on Capital InvestmentEconomic Impact AnalysisEconomic Impact StudiesData Envelopment AnalysisOther MethodsSummaryNotes Chapter 25: Evaluation of Social Impacts Qualitative MethodsThe Social AuditQuantitative MethodsOutcome MeasuresSummaryNotes Chapter 26: Communicating the Library''s Story Understand the AudienceEmphasize BenefitsOffer ContextBe CredibleUpgrade Communication SkillsStage the Release of InformationAsk for FeedbackSummaryNotesAuthor/Title IndexSubject Index.