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"This book will help you to not only answer this question, but also prove your findings. Walking you through the process of assessing if and how well students and library users are learning from educational resources, two expert academic library experts team up to provide An Action Plan for Outcomes Assessment in Your Library. This comprehensive plan, the first of its kind and specifically for librarians, provides data collection tools for measuring both learning and research outcomes that link outcomes to user satisfaction. After all, it is the users who will benefit from learning, and so their experiences are integral to the way libraries measure their services and performance."

"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. This extensively revised and updated edition explores further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a 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; and 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.In this third edition, the authors again offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals. They challenge librarians to consider both internal and external customers, and to think about customer service in new ways."