Evaluation and Measurement of Library Services
Evaluations of libraries and the services they perform are seen as important tools for library managers and stakeholders. However, too many library evaluations simply focus on the routine process of gathering inputs and outputs within the context of traditional service measurements. Very few libraries actively pair these internal evaluations along with customer satisfaction outcomes to form a management tool that can drive service improvements across the library as a whole.
In this book, Matthews outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements (circulation, reference transactions, etc.) with more customer-centric metrics (how well was I served, how satisfied am I with my branch, etc.) to form a truer picture of the value of the library to its stakeholders and patrons. Matthews sets out to familiarize the reader with the wide array of existing tools that can be used to evaluate any library service, and introduces the reader to newer tools designed to measure customer and patron outcomes.