Types and Methods of Assessment Types of Assessment

Types and Methods of Assessment

Types of Assessment �Satisfaction 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 Instruments �Surveys �Focus groups �Web usability studies �Secret shopper �Specific testing �Best practices �Service level agreements

Assessment Instruments continued �Balanced 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 Program �User satisfaction �Market penetration �Ease and breadth of access �Library impact on teaching and learning �Library impact on research �Cost effectiveness of library operations and services �Library facilities and space �Organizational capacity

ARL New Measures Program �Lib. QUAL+™ is a rigorously tested Web-based survey that libraries use to solicit, track, understand, and act upon users' opinions of service quality. �The Digi. QUAL™ project is modifying and repurposing the existing Lib. QUAL+™ protocol to assess the services provided by digital libraries.

ARL New Measures Program �MINES 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 Stats. Qual �See http: //www. arl. org/stats/initiatives/index. shtm

ARL New Measures Program �Assessment conference proceedings �http: //www. libraryassessment. org/archive/

Building an Assessment Program �Leadership �Who does it (individual, committee) �Infrastructure (measurement and evaluation skills, data collection methods, sampling, analysis software) �Library culture (political process, positive deviance) �Environment and constituencies �Rewards and incentives