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Bicknell, Tracy – Journal of Academic Librarianship, 1994
Discussion of the assessment of the quality of library reference service focuses on four aspects of service interaction: user needs and expectations, staff behavior and communication skills, the reference environment, and staff morale and workload. Measurement techniques for each aspect are also described. (Contains 36 references.) (LRW)
Descriptors: Communication Skills, Environment, Evaluation Methods, Library Personnel
Alston, Ruth – 1995
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…
Descriptors: Definitions, Evaluation Methods, Foreign Countries, Library Administration

Shaughnessy, Thomas W. – Journal of Library Administration, 1990
Discusses the current emphasis on assessment of library effectiveness and describes several assessment techniques. It is argued that, by encouraging staff to develop an attitude of self-assessment based on their ability to add value to library services, the assessment phenomenon can be used to improve the overall quality of libraries. (11…
Descriptors: Employee Attitudes, Evaluation Methods, Library Administration, Library Personnel

Bunge, Charles A. – Reference Librarian, 1999
Discusses the strengths and weaknesses of patrons and reference librarians as sources of data for the evaluation of the effectiveness of answers to reference questions. Describes the Wisconsin-Ohio Reference Evaluation program and considers staffing patterns, time spent, collection size, and bibliographic instruction. Reference Transaction…
Descriptors: Data Collection, Evaluation Methods, Librarians, Library Collections

Van House, Nancy A.; Childers, Thomas – Public Libraries, 1991
Discusses methods of evaluation that can be used to measure public library effectiveness, based on a conference sponsored by the Council on Library Resources. Topics discussed include the Public Library Effectiveness Study (PLES), quantitative and qualitative evaluation, using evaluative information for resource acquisition and resource…
Descriptors: Conferences, Evaluation Methods, Futures (of Society), Governance

Phipps, Shelley – Library Trends, 2001
Discusses the development of a new culture of research librarianship that is customer-focused, based on experiences at the University of Arizona library. Highlights include cooperative partnerships with users; LibQUAL+ as a tool to learn how users perceive library services in relation to their expectations; and staff participation in strategic…
Descriptors: Academic Libraries, Cooperation, Evaluation Methods, Higher Education

Kesselman, Martin; Watstein, Sarah Barbara – Journal of Academic Librarianship, 1987
Reports findings of a Statistics Task Force investigation at New York University's Bobst Library, which reviewed the collection and publication of statistics and data related to library reference and information services and use of resources, and developed a framework for inclusions, definitions, procedures, and policies for data collection and…
Descriptors: Academic Libraries, Data Analysis, Data Collection, Evaluation Methods