Describes how a library cooperative can use marketing analysis and other tools to move successfully from an institution-based business to a network-based business that will better serve individuals who need information. (CHC)

Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

The Appalachian Adult Education Center has developed a method of planning the expansion of library services to disadvantaged adults. Preplanning activities include assessing community needs and resources, assessing the resources of the library, and selecting and inviting the people to attend the planning session. The planning session itself should…

Four instruments to be used in developing school library and media programs are included in this package. Two questionnaires, addressed to students, teachers, administrators, and library staff, inventory current services and determine service priorities. Seventeen charts for data collection and a 20-page costing matrix are provided. Instructions…

This guidebook has been developed to provide Nebraska communities with a practical process to reach a shared vision of library and information service and to put that vision into action in practical steps. The manual is part of the state's Continuous Library Improvement Program (CLIP), a planning process that includes goals and an action agenda.…

This book, written by a number of library professionals, familiarizes the reader with the motives for and purposes of evaluation and the major contexts and models for evaluation and provides explicit examples how evaluation projects have been and can be carried out in a variety of library contexts. The strategies in this book grew from the S:OLE…

This third in five-lesson tutorial on library evaluation focuses on three measures of reference effectiveness in terms of users' experience: total number of reference questions received, proportion of answers provided to inquiries received, and accuracy with which questions are answered. Four required and suggested readings and four references are…

This pilot study was conducted to evaluate the telephone reference service of a university library. Questions were called in by volunteers to several different divisions of the library to try to determine: (a) factual accuracy of responses, (b) level of interviewing by the staff person, and (c) attitude of the staff person. Results of the study…

Discusses the Request for Proposal (RFP) process (formal document asking vendors to submit proposal for system meeting specific needs of library) employed by Canadian libraries as major step in selection of online system. System selection, evaluation, and implementation, Request for Information, estimating costs, and contract negotiation are…

Identifies research topics related to outcomes assessment in a networked environment and discusses issues affecting these topics. Proposes a framework to relate traditional evaluation components and terminology to the networked environment and identifies factors in the networked environment that affect assessment methods. Suggests outcomes…

Noting that information is needed about libraries' roles in literacy activities in terms of the outcomes, the Library Programs Office of the U.S. Department of Education awarded the Division of Library Development a grant to develop a model that would evaluate literacy activities in such a fashion. A result of this effort, this library literacy…

As our society moves increasingly from an era of affluence to one of scarcity, the evaluation and assessment of publicly supported services will become even more crucial and necessary to ensure that public resources are being expended in the most effective manner. Evaluation of library service effectiveness is defined in this paper in terms of…

A survey of users of the teachers' library at the San Diego County Department of Education was conducted to assess the level of effectiveness of the library's collection and services in four general areas: (1) professional literature and curriculum collection, (2) publications from the professional resource and development service, (3) textbook…

To search out areas for library cost reduction, a cost-effectiveness study of an overdue pickup operation was conducted. Labor and vehicle mileage costs and costs of planning the weekly pickup route were tabulated, and compared against the value returns from fines and the avoided cost of replacing lost items. Labor and mileage was determined at…