Peter Hernon - Böcker

In the 1990s, many governments began to use information and communications technologies, especially Internet applications, to improve the efficiency and economy of government operations and to provide their citizens, the business community, and government officials with information and services. The goal of e-government is to become entrenched in the everyday lives of these people so that they become reliant on Internet access to government.Comparative Perspectives on E-government draws upon the expertise of its contributors, who have conducted research and policy analyses related to government information policy and e-government, and who have published previously in these areas. The focus of coverage is on five countries (Australia, Canada, New Zealand, the United Kingdom, and the United States) and topical issues such as the digital divide, the balance between access and security in the aftermath of 9-11, trust in government, the citizen's perspective on e-government, and the evaluation of government Web sites.The book addresses the need to understand the phenomenon of e-government better—its development, mission and goals, success in achieving those goals, and future plans—extending an inquiry to both developed and developing countries. An additional need for detailed cross-country analyses and comparisons, introduced here, is also addressed.

Everyone agrees that evaluation of library services is essential, but without a background in research it can be a challenge to apply abstract concepts such as strategic planning, evidence-based decision making, and accountability to real-world situations. Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. Firmly rooted in practical application, this book Presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure Examines qualitative versus quantitative measures Shows how to decide which metrics are relevant to one’s own institution, covering benchmarking, best practices, peer group filters, and those metrics that offer a high return on investment Includes pointers for launching and maintaining successful library evaluation through flexibility and smart delegation among library staff Offers advice on marshalling data to effectively communicate the value and impact of a library and its services, no matter the audience Complete with a detailed list of sources for metrics and concrete examples of evaluation in practice, this workbook will be both valuable and immediately useful to managers at academic and public libraries, as well as to library trustees and others interested in assessing service quality.

Both the Association of College and Research Libraries (ACRL) and the Public Library Association (PLA) provide important data services. 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 the authors earlier book Getting Started with Evaluation, this guide illustrates how to use the data to support value, collection use, benchmarking, and other best practices. This important resourceIdentifies key metrics in ACRLMetrics and PLAmetricsDemonstrates how to perform techniques for developing and using metricsOffers exercises that illustrate how to produce meaningful metrics and reports, accessible via a free web portalShows how to move towards outcomes assessments while simultaneously embracing valueIncludes numerous examples to guide readers through the data services web interfaces screen-by-screenManagers at academic and public libraries, administrators, and library trustees will find this book a vital tool for accountability and advocacy.

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.

Two underlying assumptions of this volume are that academic and public libraries can serve as effective intermediaries between the U.S. National Technical Information Service (NTIS) and library clientele, and that NTIS believes academic and public libraries, as well as their clientele, may comprise markets for expanding the number of people who might use and purchase NTIS information services and products. As such this volume fills a void in the literature regarding the operations and activities of the NTIS. Due to a broad range of factors discussed throughout the volume, academic and public libraries are unable to serve as effective intermediaries between NTIS and library clientele. The link between NTIS and the academic and public library professional community can be improved through a carefully developed and implemented plan.

This books provides a detailed overview of conflicting issues and practices related to Federal government information policies and the distribution of federal information through print and non-print information handling technologies. Drawing from published literature and interviews with key Federal officials, it provides a framework for viewing Federal information policies and practices.

This volume is issue-oriented. By showing that issues relating to topics such as access to government information resources, collection development, and administration are not unique to documents librarianship, it places selected topics in a wider context. The book's objectives are to identify and discuss critically important issues related to increasing access to government information resources, to offer solutions and recommendations by which government information resources and services can be made more effective, to encourage more assessments that examine issues across levels of government, to emphasize the importance and need for a research base related to government information resources and services, and to encourage a critical assessment of current practices and traditional assumptions.

This handbook assists students in understanding statistics and the types of decisions that the selection of a test entails. At the same time the volume will assist a broad audience by reviewing the research process; by presenting fundamental statistical concepts and methods; by identifying writings on library management using statistical analyses; by discussing statistical applications to library management, decision making and problem solving; and by familiarizing library managers with statistical tables and analysis and graphics software. The purpose of this volume is to supplement statistical textbooks and to inform library managers and library school students about the application of selected statistical tests and the interpretation of statistical findings. This volume presents basic statistical and research concepts clearly. It is not intended as a textbook that identifies numerous statistical tests and merely details their computations. Rather, the book complements the pool of existing textbooks by placing selected statistical applications in the context of the research process and library decision.

Evaluation, which is a critical component of the planning process, assesses the effectiveness and efficiency of library programs and services in the context of stated goals and objectives. This book views evaluation as a type of research study in which evaluators collect either research or management data. Chapters discuss steps of the evaluation process and provide practical examples of the application of these steps to specific library problems. The overall objectives of the volume are to introduce readers to the relationship between planning and evaluation; to discuss the components of an evaluation study in clear prose so that readers can easily understand the different steps; to foster an attitude that recognizes the importance of evaluation for the development of library programs and services; to offer examples of each component of the evaluation process; to identify writings on evaluation in libraries and information centers; and to encourage organizational change and underscore the importance of evaluation to library decision making.

Evaluation, which is a critical component of the planning process, assesses the effectiveness and efficiency of library programs and services in the context of stated goals and objectives. This book views evaluation as a type of research study in which evaluators collect either research or management data. Chapters discuss steps of the evaluation process and provide practical examples of the application of these steps to specific library problems. The overall objectives of the volume are to introduce readers to the relationship between planning and evaluation; to discuss the components of an evaluation study in clear prose so that readers can easily understand the different steps; to foster an attitude that recognizes the importance of evaluation for the development of library programs and services; to offer examples of each component of the evaluation process; to identify writings on evaluation in libraries and information centers; and to encourage organizational change and underscore the importance of evaluation to library decision making.

This much needed work addresses a topic of increasing importance and urgency: the shortage of individuals attracted to professional careers in librarianship, and the subsequent consequences for leadership positions, particularly library directorship. Through extensive interviews and a thorough review of the existing literature, the authors-all highly respected for their exceptional leadership and contributions to library science-assess what constitutes effective leadership and identify the traits needed by the next generation of academic and public library directors.The authors argue that library directors must be both managers and leaders, and that LIS students and graduates need appropriate support in seeking out upper level positions and exercising leadership. They present tools for assessing leadership and suggest strategies that individuals can use to prepare themselves for leadership positions and the challenges that lie ahead. A detailed bibliography completes the work. An important contribution to the field of library and information science, this eye-opening study is essential reading for anyone in the profession.

This book provides a general discussion beneficial to librarians and library school students, and demonstrates the steps of the research process, decisions made in the selection of a statistical technique, how to program a computer to perform number crunching, how to compute those statistical techniques appearing most frequently in the literature of library and information science, and examples from the literature of the uses of different statistical techniques. The book accomplishes the following objectives: to provide an overview of the research process and to show where statistics fit in; to identify journals in library and information science most likely to publish research articles; to identify reference tools that provide access to the research literature; to show how microcomputers can be programmed to engage in number crunching; to introduce basic statistical concepts and terminology; to present basic statistical procedures that appear most frequently in the literature of library and information science and that have application to library decision making; to discuss library decision support systems and show the types of statistical techniques they can perform; and to summarize the major decisions that researchers must address in deciding which statistical techniques to employ.

This book provides a general discussion beneficial to librarians and library school students, and demonstrates the steps of the research process, decisions made in the selection of a statistical technique, how to program a computer to perform number crunching, how to compute those statistical techniques appearing most frequently in the literature of library and information science, and examples from the literature of the uses of different statistical techniques. The book accomplishes the following objectives: to provide an overview of the research process and to show where statistics fit in; to identify journals in library and information science most likely to publish research articles; to identify reference tools that provide access to the research literature; to show how microcomputers can be programmed to engage in number crunching; to introduce basic statistical concepts and terminology; to present basic statistical procedures that appear most frequently in the literature of library and information science and that have application to library decision making; to discuss library decision support systems and show the types of statistical techniques they can perform; and to summarize the major decisions that researchers must address in deciding which statistical techniques to employ.

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

. . . the editors prevail upon students, scholars, information professionals and policy makers to study the issues further in order to deepen the understanding of government information and positively affect policy decisions. - Journal of Government Information

The definitive guide to U.S. government information on the Web has been expanded and updated with the latest information from the current administration, including material on the Department of Homeland Security, the Patriot Act, and the E-Government Act of 2002. Peter Hernon, one of the country's foremost authorities on government information, and his colleagues provide additional Web sites and offer valuable strategies for effectively accessing and using government information online.More than a mere directory of Web sites, this authoritative work serves as a cardinal pointer through the government's labyrinthine structure and the myriad information resources available to the public, giving users a clearer understanding of U.S. government agencies and their online publications and services. An essential and regularly updated reference, this guide is a reliable roadmap to a vast and diverse field of important information.

Outcomes Assessment in Higher Education focuses on assessing institutional quality and effectiveness, and responds to the increasing demand for greater accountability at all levels of institutional activity. It provides material that anyone in higher education dealing with outcomes assessment will find useful. The book presents the perspective of assessment associations and regional accrediting bodies, faculty members who have prepared plans for implementation of outcomes assessment, and librarians engaged in such assessment. Examples provide practical guidance in determining assessment options and how to proceed in establishing and applying assessment programs. This unique book provides a broad, cross-disciplinary perspective on the discussion of educational quality as reflected through outcomes assessment. Regardless of their position or source of employment, the message of the various authors is the same: outcomes assessment is here to stay.

Revisiting Outcomes Assessment in Higher Education complements rather than updates Hernon and Dugan's 2004 Outcomes Assessment in Higher Education. As with its predecessor, it offers a cross-campus diversity of voices: contributors hail from various segments of higher education, including officers of institutional accreditation organizations, an academic vice president, academic deans, a higher education consultant, faculty members, and librarians. Individually, they shed light on how their corner of the higher education universe views, facilitates, and substantiates outcomes assessment. Together, they document what is known about outcomes assessment in the middle of the first decade of the new century, as institutions and their programs take ever firmer steps from anecdotal evidence to more rigorous diagnosis and reporting.The current interest in outcomes assessment represents a major shift in recent decades in attitudes about evaluating education. Outcomes assessment deals not only with assessment, but with accountability, usually in terms of accomplishing goals defined as desirable by the institution in question. It questions the results of educational processes, and focuses the argument on what students, faculty, and administrators demonstrably do. Revisiting Outcomes Assessment in Higher Education complements rather than updates Hernon and Dugan's 2004 Outcomes Assessment in Higher Education. As with its predecessor, it offers a cross-campus diversity of voices: contributors hail from various segments of higher education, including officers of institutional accreditation organizations, an academic vice president, academic deans, a higher education consultant, faculty members, and librarians. Individually, they shed light on how their corner of the higher education universe views, facilitates, and substantiates outcomes assessment. Together, they document what is known about outcomes assessment in the middle of the first decade of the new century, as institutions and their programs take ever-firmer steps from anecdotal evidence to more rigorous diagnosis and reporting. For faculty, administrators, and librarians at all academic institutions; accreditation organizations and associations, including program accreditors; program officials in national associations; and other stakeholders, including members of state and other governments wanting to see what academe is doing to link accountability with continuous quality improvement.

Leadership is separate from, but integral to, management; and library directors today and for the foreseeable future can be expected to play an institutional role as they lead the library to contribute towards the mission of their college and university. Similarly, new courses in library leadership now accompany more traditional ones on managing organizations and information resources. However, much of the literature on LIS leadership represents a distilled application of principles and practices borrowed from other disciplines, with few reports of research from the library field. Conceived as a companion to The Next Library Leadership (Libraries Unlimited, 2003), Making a Difference includes not only a discussion of effective attributes, but of issues central to the development of leadership qualities, strategies, and dispositions. Essential reading for anyone interested in advancing the quality of leadership within LIS, particularly academic librarians in or aspiring to positions of managerial leadership.