A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

Purpose: The purpose of this paper is to provide an introduction to the various web metrics tools that are available, and to indicate how these might be used in libraries. Design/methodology/approach: The paper describes ways in which web metrics can be used to inform strategic decision making in libraries. Findings: A framework of possible web…

Documents the history of library automation from a business perspective, examining several topics relating to characteristics of vendors, the library automation marketplace, and the measurement of vendor performance and success. Tables list library automation system vendors and outline quantitative measures of vendor performance. (138 references)…

Describes recent research by the authors who received the 1990 American Society for Information Science (ASIS) Research Award. Three main areas of studies are described: (1) evaluation measures, methods, and models; (2) planning and evaluation studies involving individual libraries and library systems; and (3) planning and evaluation of library…

Discusses the development of successful pricing algorithms for cooperative library automation projects. Highlights include desirable characteristics of pricing measures, including simplicity and the ability to allow for system growth; problems with transaction-based systems; and a review of the pricing strategies of seven library consortia.…

Presents an overview of the issues related to extremely low frequency (ELF) radiation from computer video display terminals. Highlights include electromagnetic fields; measuring ELF; computer use in libraries; possible health effects; electromagnetic radiation; litigation and legislation; standards and safety; and what libraries can do. (Contains…

Describes a study that measured the benefits of an automated catalog and automated circulation system from the library user's point of view in terms of the value of time saved. Topics discussed include patterns of use, access time, availability of information, search behaviors, and the effectiveness of the measures used. (seven references)…

Presents a multifaceted approach to identifying facility needs in academic libraries that applies different evaluation methods to different functional areas, defines problems from more than one viewpoint, and considers the interrelationships of various areas. The strengths and weaknesses of this approach are discussed using examples from its…

Reports on a survey measuring the performance of a merging algorithm used to generate the now-defunct ULM (Union List of Monographs) file for ALEPH, Israel's research library network. Discusses automatic detection and merging of duplicate bibliographic records, problems created by lack of a standard for Hebrew spelling, and methods for measuring…

Discusses current issues in measuring library effectiveness, including rapid technological changes and increasing obsolescence in librarians' competencies; increased pressure for accountability; tools to help libraries become what they determine they should be rather than conforming to national standards; and how to determine the validity and…

Investigates costs and operations of back office activities of three middle-sized research libraries focusing on costs of labor and effects of automation. Measuring costs, labor compensation differences, differences in hours per volume, differences in organization, reduction of labor costs due to automation, and the quality dimension are…

This System and Procedures Exchange Center (SPEC) flyer/kit is based on two research efforts: a 1986 SPEC survey on the collection and use of management statistics related to reference services, and a 1987 supplemental survey on qualitative measures of reference services. A brief introduction describes the survey and discusses the evaluation of…

A series of articles examines the possible role of standards in measuring the performance of automated library systems and in planning the needed capacity of a system. Topics discussed include capacity modeling; response time measurement; system performance from the library, vendor, and consultant perspectives; and development of performance…

Eight papers for the Collections and Services Division of the International Federation of Library Associations and Institutions that were given at the 1992 annual meeting are presented. These papers deal with the acquisition and exchange of library materials, interlending, and serial publications. The following papers are included: (1) "Why…

This study shows how performance measurement can be developed to take advantage of the most advanced computer software and hardware now available. The "Toolbox" study was commissioned by the European Commission (EC) and undertaken by De Montfort University in partnership with Essex County Libraries and the Library and Information…