Engaging in Evaluation and Assessment Research, Hernon Peter, Dugan Robert, Nitecki Danuta
Автор: Hernon Peter, Dugan Robert E., Schwartz Candy Название: Higher Education Outcomes Assessment for the Twenty-First Century ISBN: 1610692748 ISBN-13(EAN): 9781610692748 Издательство: Bloomsbury Цена: 42570.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book discusses recent trends in outcomes assessment, examines how state governments are reshaping the national discussion with higher education, and explains how libraries must respond to these changes.
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Автор: Hernon, Dugan & Matthews Название: Managing With Data ISBN: 0838912435 ISBN-13(EAN): 9780838912430 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 93330.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: For library managers and administrators, the key to the data`s usefulness is knowing how to extract and apply the most relevant information to managing a library and improving accountability. A companion volume to Getting Started with Evaluation, this guide illustrates how to use data to support value, collection use, benchmarking, and other best practices.
Автор: Hernon Peter, Altman Ellen, Dugan Robert E. Название: Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition ISBN: 0838913083 ISBN-13(EAN): 9780838913086 Издательство: Mare Nostrum (Eurospan) Цена: 82230.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors: Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services; Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined; Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction; Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric; Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups.This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
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