Format: Paperback; ISBN: 9781591585329; Publisher: Libraries Unlimited; Release Date: 2007; List Price: $55.00; Length: 372 pages. Condition: Very Good. Cover is still in overall great shape, binding is strong, and pages are free of writing/highlighting. Same cover design as that shown here. Synopsis: Evaluations of libraries and the services they perform are seen as important tools for library managers and stakeholders. However, too many library evaluations simply focus on the routine process of gathering inputs and outputs within the context of traditional service measurements. Unfortunately, very few libraries actively pair these internal evaluations along with customer satisfaction outcomes to form a management tool that can drive service improvements across the library as a whole. In this book, Matthews describes the wide array of existing tools that can be used to evaluate any library service, and introduces the reader to newer tools designed to measure customer and patron outcomes. He outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements (such as circulation and reference transactions) with more customer-centric metrics (i.e. how well patrons feel they are served and how satisfied they are with the library branch). The result of this strategy is the ability to form a truer picture of the value of the library to both its stakeholders and its patrons. Priority Mail delivery for this item costs $8.00 at the request of a buyer. Otherwise, the shipping rate given here applies to orders shipped via Media Mail within the U.S. only. Orders consisting of multiple purchases packaged together ship by any of these delivery methods at a discounted rate, usually for only $1.00 per additional item plus the shipping fee for the first item (determined to be the one with the highest delivery charge). International buyers: please contact us with your destination country for applicable base shipping rates. Multiple purchases that are packaged together save shipping costs for you, too! Payment is expected within two weeks of placing your order for the first item within a shipment. Paypal is preferred, but money orders and checks (either personal or cashier's) are also accepted. Orders typically ship within 48 hours of PROCESSED payment, excluding weekends and holidays. Inquiries from all shoppers are responded to promptly and courteously. Buyers are encouraged to ask questions prior to placing orders, as all sales are final unless the product you receive differs significantly from that which was advertised here in terms of either the product itself or its promised condition. In other words, "buyer's remorse" does not qualify for a refund. In other words, ?buyer?s remorse? does not qualify for a refund. Exceptions are made only in the event that a buyer is willing to return at his or her own expense an unopened, BRAND NEW item for a refund of the original purchase price only. No original shipping costs will be refunded, unless we are at fault for sending you the wrong item or misrepresenting the product and/or its condition. This hasn?t happened yet, but if it does: you are guaranteed a refund of the purchase price, the original shipping fee, PLUS the cost to ship the item back to us. In addition, we promise that no retaliatory feedback will be left for negative comments received on such transactions. We stand behind our service, and accept responsibility for any mistakes made. Thank you for looking!