Assessment means looking at a library's resources (inputs) and its programs/services (outputs) and measuring them against a defined goal (outcome), e.g., how a library user often an undergraduate student, is changed by this service. (Please see the Assessment Handout for additional information.)
Nitecki, D.A. (1996). Changing the concept and measure of service quality in academic libraries. Journal of Academic Librarianship, 22, 181-190, Retrieved March 17, 2003, from EBSCOhost Electronic Journals Service.
Ulwick, A. W. (2002). Turn customer input into innovation. Harvard Business Review, 80, 91-97, Retrieved March 17, 2003, from Business Source Premier.
Dugan, R. E. & Heron, P. (2002). Outcomes assessment: not synonymous with inputs and outputs. Journal of Academic Librarianship, 28, 376-380. Retrieved May 20, 2003, from Elsevier ScienceDirect Journals.
Heron, P. (2002). Quality: new directions in the research. Journal of Academic Librarianship, 28, 224-231. Retrieved May 20, 2003, from EBSCOhost Electronic Journals Service.
Abstract: This article examines questions related to service quality, satisfaction, and outcomes assessment. These three concepts are most likely interconnected, because any behavioral change in people likely depends on whether or not their expectations are met or exceeded.
- What are service quality and customer satisfaction, and how do they differ?
- How can we best measure service quality in libraries?
- How can we best measure customer satisfaction with library services?
- What is outcomes assessment?
- How can such assessment be measured?
- How is outcomes assessment linked to service quality and satisfaction?
Kyrillidou, M. (2001). Measuring service quality. Library Trends, 49(4). Full text of these articles are available in EBSCOhost's Academic Search Premier and Proquest's Research Library via GALILEO.
Lpez, C. L. (2002). Assessment of student learning: challenges and strategies. Journal of Academic Librarianship, 28, 356-367. Retrieved May 20, 2003, from Elsevier ScienceDirect Journals.
Ratteray O. M. T. (2002). Information literacy in self-study and accreditation. Journal of Academic Librarianship, 28, 368-375. Retrieved May 20, 2003, from Elsevier ScienceDirect Journals.
Peters, T. A. (2001). Assessing Digital Library Services. Library Trends, 49(2). Full text of these articles are available in EBSCOhost's Academic Search Premier and Proquest's Research Library via GALILEO.
Wallace, V. E. (2001). Outcomes assessment in academic libraries: library literature in the 1990s. College & Undergraduate Libraries, 8, 59-71. Retrieved May 20, 2003, from Hawthorne Press Journals.
LibQUAL+™ is a research and development project undertaken by ARL in collaboration with Texas A&M University as one of the ARL New Measures Initiatives. The project is defining and measuring library service quality across institutions and creating useful quality assessment tools for libraries. (Source: LibQUAL+™ website)
Kyrillidou, M. (2001). Measuring service quality. Library Trends, 49(4). Full text of these articles are available in EBSCOhost's Academic Search Premier and Proquest's Research Library via GALILEO.
Nitecki, D. A. (1996). Changing the concept and measure of service quality in academic libraries. Journal of Academic Librarianship, 22, 181-190. Retrieved May 20, 2003, from EBSCOhost Electronic Journals Service.
Nitecki, D. A. & Heron, P. (2000). Measuring service quality at Yale University's Libraries. Journal of Academic Librarianship, 26, 259-273. Retrieved May 20, 2003, from Elsevier ScienceDirect Journals.
 |
Last update: December 12,
2005
Comments to: Susan Morris Copyright © University of Georgia. All rights reserved. URL=http://dataserv.libs.uga.edu/assessment/intro.html |