Creating information literate students and future employees is an expected outcome of a tertiary education. This paper shares insights from a successful collaboration between an academic and three university librarians to create an online learning module designed to develop students' professional information literacy capability: identifying…

This paper presents a developed higher education quality assessment model (HEQAM) that can be applied for enhancement of university services. This is because there is no universal unified quality standard model that can be used to assess the quality criteria of higher education institutes. The analytical hierarchy process is used to identify the…

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 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…

The "New South Wales Learning 2.0" training program is being made available to the entire NSW public library work force of over 2300 people in 2008-2009. This paper is a snapshot of the impact of the course as at September 2008, five months after it was launched. It explores how the training impacted on the staff skill levels, knowledge,…

An application of the contingent valuation method (CVM) for estimating the economic value of a regional public library service is described, and some of the key methodological issues surrounding CVM and other stated preference techniques are discussed with reference to library use and funding contexts. Given the range of valuations that can result…

This study aims to present a new model measuring the economic value of public libraries, combining the dissonance minimizing (DM) and information bias minimizing (IBM) format in the contingent valuation (CV) surveys. The possible biases which are tied to the conventional CV surveys are reviewed. An empirical study is presented to compare the model…

Discusses the development of special libraries to meet demands of interdisciplinary information and describes the library at The Institute of Social Sciences, New Delhi (India) which establishes a synergy between research and information derived from research through a computerized information management system. Considers evaluation of special…

Evaluation in Library and Information Services has traditionally focused on quantitative measures of input and output. This trend has been generally reflected in the emerging efforts relating to the evaluation of electronic information services (EIS). Less well developed are qualitative approaches to evaluation of EIS. Issues that feature high on…

In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users,…

Discusses associations between levels of service point use, population information and library inputs, based on data from two London boroughs in respect of individual static service points. Outlines methods of deriving catchment area data using membership information or postcode data from a user survey. Describes a method for librarians seeking to…

This paper describes the theoretical design and practical implementation of a set of performance indicators in a public library system in London (England). Bromley Libraries has 15 branch libraries and serves 300,000 people. The need for improved management control by assessing performance and monitoring progress, library restructuring, and…

The American College of Higher Studies (ACHS) in Thessaloniki, Greece, is in the process of expanding and improving its library's collection and facilities in order to meet American regional accreditation standards. An evaluation of the college's Anatolia College Library with regard to collection, staff, services, administration and facilities was…

This paper discusses the role of the Directorate of Studies in the legislative work of the Hellenic Parliament (Greece). The first section describes the establishment and organization of the Directorate of Studies, which consists of three departments: the department for the elaboration of bills and law proposals, the department for parliamentary…