Types and Methods of Assessment

Types of AssessmentSatisfaction of the customer.Satisfaction of the worker.Workflow effectiveness and speed.Service delivery effectiveness and speed.Cost benefit analysis.Legality of actions performed.Social justice and ethics.

Assessment InstrumentsSurveysFocus groupsWeb usability studiesSecret shopperSpecific testingBest practicesService level agreements

Assessment Instruments continuedBalanced Scorecard (an array of assessment

tools in four areas)Financial – How does the library look to

stakeholders?Customer – How do customers see the library?Internal – In what areas must the library excel?Innovation and learning – Can the library

continue to improve and create value?

ARL New Measures ProgramUser satisfactionMarket penetrationEase and breadth of accessLibrary impact on teaching and learningLibrary impact on researchCost effectiveness of library operations

and servicesLibrary facilities and spaceOrganizational capacity

ARL New Measures ProgramLibQUAL+™ is a rigorously tested Web-based

survey that libraries use to solicit, track, understand, and act upon users' opinions of service quality.

The DigiQUAL™ project is modifying and repurposing the existing LibQUAL+™ protocol to assess the services provided by digital libraries.

ARL New Measures ProgramMINES for Libraries™ is an online

transaction- based survey that collects data on the purpose of use of electronic resources and the demographics of users.

Climatequal

Collectively all three are under the name StatsQual

See http://www.arl.org/stats/initiatives/index.shtm

ARL New Measures ProgramAssessment conference proceedingshttp://www.libraryassessment.org/archive/

Building an Assessment ProgramLeadershipWho does it (individual, committee)Infrastructure (measurement and evaluation

skills, data collection methods, sampling, analysis software)

Library culture (political process, positive deviance)

Environment and constituenciesRewards and incentives