Purpose: The purpose of this paper is to assess costs in the National and University Library of Croatia for processing Croatian web resources and the maintenance and development of the service, and to analyse the present organisation and workflow of their processing, and to propose improvements. Design/methodology/approach: The assessment period…

This paper describes a two-year study by the British Library Research and Innovation Centre that examined the potential of self-assessment for public library services. The approaches that formed the basis for the investigation were the Business Excellence Model, the Quality Framework, and the Democratic Approach. Core values were identified by…

The Assessing Quality on Digital Reference team conducted two site visits at Florida Libraries in August 2001. The objectives of these visits were to: document how digital reference services are currently being planned for, delivered, and evaluated in libraries; understand how "quality" in digital reference is defined in these…

Considers methodological issues which arose in undertaking a two-year British Library-funded research project--Assessment Tools for Quality Management in Public Libraries--and discusses the principal findings. The authors suggest that by using an active research methodology they were best able to produce a self-assessment tool-kit which matched…

There are many different approaches to the concept of "quality," which focus on both "what" defines the quality of a service and "who" defines quality. A study funded by the British Library (England) sought to define an approach to quality appropriate for the delivery and effective management of public library…

This Systems and Procedures Evaluation Center (SPEC) kit is based on information and documents submitted by 15 Association of Research Library (ARL) member libraries in response to an August 1986 questionnaire mailed to 19 ARL libraries selected on the basis of their size, level of automation, and organizational structure of copy cataloging. A…