Demonstrating the value of library and information services has been a theme in library discussions in recent years. The application of many different approaches to evaluation has waxed and waned together with the development of theories of evaluation across the humanities and social sciences. Over the past two decades research and activity on…

Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One…

This article discusses a project undertaken to assess the journals in a Big Deal package by applying a weighted value algorithm measuring quality, utility, and value of individual titles. Carried out by a national library consortium in Canada, the project confirmed the value of the Big Deal package while providing a quantitative approach for…

This paper proposes utilizing a combination of the Quality Function Deployment (QFD)-Kano model as a useful tool to evaluate service quality. The digital library of the University of Guadalajara (Mexico) is presented as a case study. Data to feed the QFD-Kano model was gathered by an online questionnaire that was made available to users on the…

Report on study to consider ways in which research effectiveness could be assessed outlines possible approaches (cost-benefit assessment, citation analysis, publications, real-time tracking study, case study, take-up survey, audience research panel, penetration study). Appropriateness of approaches is discussed in relation to projects funded by…

Provides a descriptive overview of the design, revision, and execution of a research project undertaken at the Department of Library and Information Studies at the Manchester Polytechnic to evaluate the attitudes of library science students toward computers before and after the completion of a course in library automation. (JL)

Using a multi-method approach--student and faculty surveys and a comparison of bibliographies from senior nursing students--to evaluate the Information Literacy Skills Program at the University of Botswana, this study found that information about the impact of instruction can be discovered through more open-ended questions; the ALA's…

Academic library managers need a multimethod, objective, valid tool for measuring service quality. Examines three research studies in the measurement of service quality in Australian and New Zealand academic libraries: the Hernon and Altman Study; Hernon and Calvert Study; and the University of Waikato (Hamilton, New Zealand) Survey, a two-stage…

Argues that a mix of quantitative and qualitative measures is most efficacious in library collection analysis. Cases drawn from the literature in which a combination of these measures was profitably applied are considered, and the types of software packages for purposes of data manipulation are discussed. (Contains 15 references.) (KRN)

Study of New Zealand public library effectiveness duplicates research by Childers and Van House which examined the multiple constituencies model of organizational effectiveness. Librarians, users, and councillors rated performance indicators identified from the literature, and similarities and differences between the two studies are reported. A…

Describes a study that investigated the quality of interlibrary loan services in Canadian public libraries from the library's and the user's perspectives and then compared results. Measures of interlibrary loan performance are reviewed; an alternative conceptualization of service quality is discussed; and SERVQUAL, a measure of service quality, is…

Glasgow Caledonian University Library (Scotland) conducted a pilot study to design a set of user chosen performance measures which can be used in British academic libraries for data collection. Members of 8 stakeholder groups were identified and given an 103-question survey, with each question to be rated on a 1-5 scale of importance. Stakeholder…

This report describes a study to investigate the improved efficiency and effectiveness of prison library provision in England and Wales, through the development and validation of relevant performance indicators to be used as part of quality assurance programs. Prison libraries perform important educational, rehabilitative, and recreational…

This discussion of experimental information retrieval focuses on the mathematical and statistical skills needed by students in librarianship and information studies. Theoretical approaches to document representation, query representation, database searching, and evaluation are reviewed, and changes in library schools' curriculum are suggested.…

Huddersfield University Library (England) has undertaken a wide range of evaluative studies of its services and systems, using various data collection techniques such as: user surveys; exit interviews; online and CD-ROM analysis; benchmarking; user groups; staffing and staff development evaluation; suggestion sheets; student project work; group…