References & tools

Print references

Although there is not an extensive literature to be found on the topic of service evaluation in libraries, one useful text reference is Library Evaluation: A Casebook and Can-Do Guide edited by Danny P. Wallace and Connie Van Fleet (2000). Published examples of service evaluations include Pettigrew and Durrance (2001) and Norlin (2000).

Online references

The best available reference for service evaluation in the digital context is A Framework for Evaluating Digital Library Services (Choudhury et al., 2002) available online at: http://www.dlib.org/dlib/july02/choudhury/07choudhury.html. It provided much of the material used in this chapter.

Another useful online reference is Emerging Tools for Evaluating Digital Library Services: Conceptual Adaptations of LibQual+ and CAPM (Heath, Kyrillidou, Webster, Choudhury, Hobbs, Lorie, & Flores, 2003) available online at: http://jodi.ecs.soton.ac.uk/Articles/v04/i02/Heath/.

Online instruments, tools, guidelines, etc.

Some useful service evaluation tools can be found at: http://www.si.umich.edu/libhelp/toolkit/index.html

Although intended primarily for traditional libraries, other tools can be found at: http://www.libqual.org/index