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…

This collection of library documents, which illustrates current techniques for conducting user studies in order to facilitate specific public services planning and priority-setting efforts at the member libraries of the Association of Research Libraries (ARL), contains excerpts from: (1) four general user studies conducted at the University of…

This study examined whether user satisfaction with library services is affected by certain objective and subjective librarian behaviors exhibited during the reference interview. A patron survey was conducted during July 1993 in three branches of Cuyahoga County Public Library, located in northeastern Ohio. The sample was determined by the patrons…

Reviews the literature concerning upward evaluation of supervisors and directors in libraries and suggests that upward evaluation can aid professional development. Research at the University of Texas at Austin is highlighted, and pilot research at Western Kentucky University libraries that used job analysis to develop a questionnaire for…

A model for the organization of multitype library networks was tested on the l43 networks in the United States with public, academic, school, and special library members. Eight indicators of organization and their interdependence were measured: planning, governance, funding, communication and delivery, configuration, administration, evaluation,…

This study investigated the construct of effectiveness as it applies to public libraries and developed a methodology that can be transferred to other types of libraries and organizations. The research team began by compiling a list of indicators that are commonly used to gauge library effectiveness within the areas of: (1) services access; (2)…

Developed as part of a three-year project funded by the Library Services and Construction Act (LSCA), this manual is designed to present librarians in the State of California with an alternative, "sense-making" approach to assessing the information needs of patrons and potential patrons and to assessing accountability, i.e., whether…

Academic library members of the Southeastern Library Network (SOLINET) responded to a computer library network effectiveness questionnaire to determine the extent to which actual network performance, as perceived by users, is consistent with expected performance. The study evaluated the technological system in terms of outputs and implications for…

Results of a 4-month library self-evaluation program conducted by staff members at Carnegie-Mellon University Libraries are reported in this document. The study was conducted using the Academic Library Development Program (ALDP), a self-improvement strategy for libraries to evaluate and develop their performance. The study team consisting of four…

This report synthesizes results of a special project to study the origins of new special libraries, including influences in their pre-establishment period, and critical factors in the first five years of their lives. A review of prior research, a census of new special libraries in Illinois, group interviews with librarians and managers, and a mail…

Nine articles in this festschrift for Herbert Goldhor explore relatively new and innovative approaches to problem solving in libraries. The articles identify and discuss methods and techniques of applied and evaluative research, consider conceptual and practical issues related to problem solving in libraries, and recognize Goldhor's many…

Based on responses to a survey of Association of Research Libraries (ARL) members in March 1988, this Systems and Procedures Exchange Center (SPEC) flyer and kit are designed to assist administrators of large academic libraries in the selection of useful methods of conducting user surveys for particular library concerns. The flyer provides a brief…

Discussion of library use and user satisfaction focuses on two measures, one based on weighted data and the second based on factor analysis. These measures were studied for their interrelationship and were used to evaluate library services at the National University of Rwanda (Africa). (LRW)

A survey of 33 academic libraries in Louisiana was conducted in the spring of 1983 to determine the techniques used during the 1981/82 academic year to impart bibliographic or library instruction to students and faculty. A total of 27 responses were received. It was found that all but five of the respondents had a library instruction program; the…