By: J Crawford
137 pages, no illustrations
Appraisal of services is a key management issue in a quality-oriented environment. The second edition of this guide has been revised and provides an update to thinking about and reasons for evaluation in libraries in the UK. There is a new chapter on performance measurement for the electronic library. A chapter on quantitative methods summarises questionnaire design, discusses techniques like focus groups, suggestions boxes, diary and interview techniques. Problems arising from survey outcomes are summarised and long term evaluation and the relevance of benchmarking are discussed. The book concludes with relevant case studies of survey work and research and a discussion of possible future developments.
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