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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.
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Chicago :
American Library Association,
2014.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 100 | 1 | |a Hernon, Peter, |e author. | |
| 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 | ||
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| 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. | ||
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 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. | |
| 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 | |
| 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 | |
| 700 | 1 | |a Matthews, Joseph R., |e author. | |
| 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 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=1711154 |z Texto completo |
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