This article serves as a primer for assessment and evaluation design by describing the range of methods commonly employed in library settings. Quantitative methods, such as counting and benchmarking measures, are useful for investigating the internal operations of an access services department in order to identify workflow inefficiencies or…

The access services staff at Milner Library, Illinois State University, designed a customer service assessment to evaluate how effectively the department was carrying out its mission statement. Areas of assessment included the department's waiting times, helpfulness, and courtesy. The assessment activity focused on circulation services, which is…

This article addresses concerns raised by members of the local Muslim community regarding copies of the Qur'an in the circulating collections at Milner Library, Illinois State University. The librarians conducted an analysis of the collection of holy books and investigated the rules and traditions of the Islamic faith that govern the care and…