Getting Started with Evaluation /:
Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them.
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Chicago :
American Library Association,
2014.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. |
| Beschreibung: | 1 online resource (257 pages) |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9780838996829 0838996825 9780838996836 0838996833 |
Internformat
MARC
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| 100 | 1 | |a Hernon, Peter, |e author. |0 http://id.loc.gov/authorities/names/n80144479 | |
| 245 | 1 | 0 | |a Getting Started with Evaluation / |c Peter Hernon, Robert E. Dugan, and Joseph R. Matthews. |
| 260 | |a Chicago : |b American Library Association, |c 2014. | ||
| 300 | |a 1 online resource (257 pages) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a Getting Started with Evaluation; Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes. | |
| 505 | 8 | |a Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction. | |
| 505 | 8 | |a Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started. | |
| 505 | 8 | |a Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index. | |
| 520 | |a Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 650 | 0 | |a Libraries |x Evaluation. | |
| 650 | 0 | |a Public services (Libraries) |x Evaluation. | |
| 650 | 0 | |a Library administration |x Decision making. | |
| 650 | 0 | |a Library statistics. |0 http://id.loc.gov/authorities/subjects/sh85076738 | |
| 650 | 0 | |a Libraries |x Evaluation |v Problems, exercises, etc. | |
| 650 | 6 | |a Bibliothèques |x Évaluation. | |
| 650 | 6 | |a Bibliothèques |x Services aux usagers |x Évaluation. | |
| 650 | 6 | |a Bibliothèques |x Administration |x Prise de décision. | |
| 650 | 6 | |a Bibliothèques |x Statistiques. | |
| 650 | 6 | |a Bibliothèques |x Évaluation |v Problèmes et exercices. | |
| 650 | 7 | |a LANGUAGE ARTS & DISCIPLINES |x Library & Information Science |x Archives & Special Libraries. |2 bisacsh | |
| 650 | 7 | |a Libraries |x Evaluation |2 fast | |
| 650 | 7 | |a Library administration |x Decision making |2 fast | |
| 650 | 7 | |a Library statistics |2 fast | |
| 650 | 7 | |a Public services (Libraries) |x Evaluation |2 fast | |
| 655 | 7 | |a exercise books. |2 aat | |
| 655 | 7 | |a Problems and exercises |2 fast | |
| 655 | 7 | |a Problems and exercises. |2 lcgft |0 http://id.loc.gov/authorities/genreForms/gf2014026154 | |
| 655 | 7 | |a Problèmes et exercices. |2 rvmgf | |
| 700 | 1 | |a Dugan, Robert E., |d 1952- |e author. |1 https://id.oclc.org/worldcat/entity/E39PCjxg3Hr7vFrRcCKmjv7tBq |0 http://id.loc.gov/authorities/names/n90611410 | |
| 700 | 1 | |a Matthews, Joseph R., |e author. |0 http://id.loc.gov/authorities/names/n80082806 | |
| 758 | |i has work: |a Getting Started with Evaluation (Text) |1 https://id.oclc.org/worldcat/entity/E39PCFtbQ9g4RJfGPVvcWcKkMq |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Hernon, Peter. |t Getting started with evaluation. |d Chicago : ALA Editions, an imprint of the American Library Association, 2014 |z 9780838911952 |w (DLC) 2013017137 |w (OCoLC)845084848 |
| 856 | 4 | 0 | |l FWS01 |p ZDB-4-EBA |q FWS_PDA_EBA |u https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=797451 |3 Volltext |
| 938 | |a EBL - Ebook Library |b EBLB |n EBL1711154 | ||
| 938 | |a EBSCOhost |b EBSC |n 797451 | ||
| 938 | |a YBP Library Services |b YANK |n 11878589 | ||
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Datensatz im Suchindex
| DE-BY-FWS_katkey | ZDB-4-EBA-ocn881417495 |
|---|---|
| _version_ | 1816882275597418496 |
| adam_text | |
| any_adam_object | |
| author | Hernon, Peter Dugan, Robert E., 1952- Matthews, Joseph R. |
| author_GND | http://id.loc.gov/authorities/names/n80144479 http://id.loc.gov/authorities/names/n90611410 http://id.loc.gov/authorities/names/n80082806 |
| author_facet | Hernon, Peter Dugan, Robert E., 1952- Matthews, Joseph R. |
| author_role | aut aut aut |
| author_sort | Hernon, Peter |
| author_variant | p h ph r e d re red j r m jr jrm |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | Z - Library Science |
| callnumber-label | Z678 |
| callnumber-raw | Z678.85 .H473 2014 |
| callnumber-search | Z678.85 .H473 2014 |
| callnumber-sort | Z 3678.85 H473 42014 |
| callnumber-subject | Z - Books and Writing |
| collection | ZDB-4-EBA |
| contents | Getting Started with Evaluation; Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes. Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction. Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started. Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index. |
| ctrlnum | (OCoLC)881417495 |
| dewey-full | 027.0029 |
| dewey-hundreds | 000 - Computer science, information, general works |
| dewey-ones | 027 - General libraries and archives |
| dewey-raw | 027.0029 |
| dewey-search | 027.0029 |
| dewey-sort | 227.0029 |
| dewey-tens | 020 - Library and information sciences |
| discipline | Allgemeines |
| format | Electronic eBook |
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| genre | exercise books. aat Problems and exercises fast Problems and exercises. lcgft http://id.loc.gov/authorities/genreForms/gf2014026154 Problèmes et exercices. rvmgf |
| genre_facet | exercise books. Problems and exercises Problems and exercises. Problèmes et exercices. |
| id | ZDB-4-EBA-ocn881417495 |
| illustrated | Not Illustrated |
| indexdate | 2024-11-27T13:26:02Z |
| institution | BVB |
| isbn | 9780838996829 0838996825 9780838996836 0838996833 |
| language | English |
| oclc_num | 881417495 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource (257 pages) |
| psigel | ZDB-4-EBA |
| publishDate | 2014 |
| publishDateSearch | 2014 |
| publishDateSort | 2014 |
| publisher | American Library Association, |
| record_format | marc |
| spelling | Hernon, Peter, author. http://id.loc.gov/authorities/names/n80144479 Getting Started with Evaluation / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews. Chicago : American Library Association, 2014. 1 online resource (257 pages) text txt rdacontent computer c rdamedia online resource cr rdacarrier Print version record. Getting Started with Evaluation; Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes. Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction. Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started. Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index. Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. Includes bibliographical references and index. Libraries Evaluation. Public services (Libraries) Evaluation. Library administration Decision making. Library statistics. http://id.loc.gov/authorities/subjects/sh85076738 Libraries Evaluation Problems, exercises, etc. Bibliothèques Évaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Administration Prise de décision. Bibliothèques Statistiques. Bibliothèques Évaluation Problèmes et exercices. LANGUAGE ARTS & DISCIPLINES Library & Information Science Archives & Special Libraries. bisacsh Libraries Evaluation fast Library administration Decision making fast Library statistics fast Public services (Libraries) Evaluation fast exercise books. aat Problems and exercises fast Problems and exercises. lcgft http://id.loc.gov/authorities/genreForms/gf2014026154 Problèmes et exercices. rvmgf Dugan, Robert E., 1952- author. https://id.oclc.org/worldcat/entity/E39PCjxg3Hr7vFrRcCKmjv7tBq http://id.loc.gov/authorities/names/n90611410 Matthews, Joseph R., author. http://id.loc.gov/authorities/names/n80082806 has work: Getting Started with Evaluation (Text) https://id.oclc.org/worldcat/entity/E39PCFtbQ9g4RJfGPVvcWcKkMq https://id.oclc.org/worldcat/ontology/hasWork Print version: Hernon, Peter. Getting started with evaluation. Chicago : ALA Editions, an imprint of the American Library Association, 2014 9780838911952 (DLC) 2013017137 (OCoLC)845084848 FWS01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=797451 Volltext |
| spellingShingle | Hernon, Peter Dugan, Robert E., 1952- Matthews, Joseph R. Getting Started with Evaluation / Getting Started with Evaluation; Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes. Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction. Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started. Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index. Libraries Evaluation. Public services (Libraries) Evaluation. Library administration Decision making. Library statistics. http://id.loc.gov/authorities/subjects/sh85076738 Libraries Evaluation Problems, exercises, etc. Bibliothèques Évaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Administration Prise de décision. Bibliothèques Statistiques. Bibliothèques Évaluation Problèmes et exercices. LANGUAGE ARTS & DISCIPLINES Library & Information Science Archives & Special Libraries. bisacsh Libraries Evaluation fast Library administration Decision making fast Library statistics fast Public services (Libraries) Evaluation fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85076738 http://id.loc.gov/authorities/genreForms/gf2014026154 |
| title | Getting Started with Evaluation / |
| title_auth | Getting Started with Evaluation / |
| title_exact_search | Getting Started with Evaluation / |
| title_full | Getting Started with Evaluation / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews. |
| title_fullStr | Getting Started with Evaluation / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews. |
| title_full_unstemmed | Getting Started with Evaluation / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews. |
| title_short | Getting Started with Evaluation / |
| title_sort | getting started with evaluation |
| topic | Libraries Evaluation. Public services (Libraries) Evaluation. Library administration Decision making. Library statistics. http://id.loc.gov/authorities/subjects/sh85076738 Libraries Evaluation Problems, exercises, etc. Bibliothèques Évaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Administration Prise de décision. Bibliothèques Statistiques. Bibliothèques Évaluation Problèmes et exercices. LANGUAGE ARTS & DISCIPLINES Library & Information Science Archives & Special Libraries. bisacsh Libraries Evaluation fast Library administration Decision making fast Library statistics fast Public services (Libraries) Evaluation fast |
| topic_facet | Libraries Evaluation. Public services (Libraries) Evaluation. Library administration Decision making. Library statistics. Libraries Evaluation Problems, exercises, etc. Bibliothèques Évaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Administration Prise de décision. Bibliothèques Statistiques. Bibliothèques Évaluation Problèmes et exercices. LANGUAGE ARTS & DISCIPLINES Library & Information Science Archives & Special Libraries. Libraries Evaluation Library administration Decision making Library statistics Public services (Libraries) Evaluation exercise books. Problems and exercises Problems and exercises. Problèmes et exercices. |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=797451 |
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