This article describes the process and role frontline access and public service staff play in needs assessment and evaluation of user services, specifically in understanding the voice of the customer. Information includes how the University of Arizona Libraries have incorporated daily data collection into the strategic planning process, resources…

Tufts University Hirsh Health Sciences Library created a Facebook page and a corresponding managing committee in March 2010. Facebook Page Insights data collected from the library's Facebook page were statistically analyzed to investigate patterns of user engagement. The committee hoped to improve posting practices and increase user engagement…

Tools and methods designed to assist colleges in analyzing and managing student attrition are described in this manual. The proposed strategies are intended to help the individual college identify patterns and causes of attrition and to establish reasonable goals and means for reducing attrition. The manual consists of five parts. Part I provides…

The National Diffusion Network provides a model for the adoption of outstanding educational programs. This second volume of the Final Report on the Evaluation of the National Diffusion Network consists of a series of technical supplements to Volume I, which contains the findings and recommendations. These technical supplements provide details of…

Educators' fear of statistics stems from various factors, including deficiencies in their preparation programs: insufficient relevance, inadequately integrated technologies, and stress on inferential statistics. Attendance statistics are worthless unless principals and superintendents can interpret them and incorporate them into their…