The Evaluation and Measurement of Library Services, 2nd Edition

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by Joseph R. Matthews
Foreword by Lisa Hinchliffe


446 pages

7" x 10"

In today's competitive marketplace, improving library services and conveying how libraries make a difference are more important than ever. This book offers practical advice backed by solid research on virtually every aspect of evaluation, enabling readers to drive service improvements from reference and interlibrary loan to eBooks and social media.

This guide provides library directors, managers, and administrators in all types of libraries with complete and up-to-date instructions on how to evaluate library services in order to improve them.

It's a fact: today's libraries must evaluate their services in order to find ways to better serve patrons and prove their value to their communities. In this greatly updated and expanded edition of Matthews' seminal text, you'll discover a breadth of tools that can be used to evaluate any library service, including newer tools designed to measure customer and patron outcomes. 

The book offers practical advice backed by solid research on virtually every aspect of evaluation, including quantitative and qualitative tools, data analysis, and specific recommendations for measuring individual services, such as technical services and reference and interlibrary loan. New chapters give readers effective ways to evaluate critical aspects of their libraries such as automated systems, physical space, staff, performance management frameworks, eBooks, social media, and information literacy. 

The author explains how broader and more robust adoption of evaluation techniques will help library managers combine traditional internal measurements, such as circulation and reference transactions, with more customer-centric metrics that reflect how well patrons feel they are served and how satisfied they are with the library. By applying this comprehensive strategy, readers will gain the ability to form a truer picture of their library's value to its stakeholders and patrons.


  • Helps librarians to thoroughly examine their libraries' services toward making improvements
  • Enables librarians to answer with authority the question "what difference do we make?"
  • Explains the most effective ways of conducting library measurement and evaluation, covering qualitative and quantitative tools, data analysis, and specific methodologies for measuring and assessing specific services
  • Offers a highly readable and clear treatment of a topic of paramount importance, but that librarians often find difficult
Sku: 9781440855368

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