This paper discusses the Research and Evaluation Program at the State Library of New South Wales (Australia) and what it has revealed about clients' notions of value and relevance. An overview is provided of the services that have been developed in order to meet clients expectations, including reading room services and the development of the 3Tier…

Nine Canadian health libraries participated in a pilot test of the Benchmarking Tool Kit between January and April, 1998. Although the Tool Kit was designed specifically for health libraries, the content and approach are useful to other types of libraries as well. Used to its full potential, benchmarking can provide a common measuring stick to…

This paper discusses performance measurement in university libraries, based on examples from the University of Wollongong (UoW) in Australia. The introduction highlights the integration of information literacy into the curriculum and the outcomes of a 1998 UoW student satisfaction survey. The first section considers performance indicators in…

In 1996, the Council on Library and Information Resources (CLIR) supported a project at Rutgers University that applied new economic theories to measuring how well research libraries fulfill their service roles. This summary draws on the original proposal and the final report from the project's directors. The evaluation of library performance is…

The research presented in this article aims to validate quality assessment parameters for student support at higher education institutions. Student support is discussed as the system of services provided by a higher education institution which helps to develop student-centred curriculum and fulfils students' emotional, academic, social needs, and…

This paper describes a two-year study by the British Library Research and Innovation Centre that examined the potential of self-assessment for public library services. The approaches that formed the basis for the investigation were the Business Excellence Model, the Quality Framework, and the Democratic Approach. Core values were identified by…

The Association of Research Libraries (ARL) E-Metrics study was designed as an 18-month project in three phases: an inventory of what libraries were already doing about data collection for electronic resources and an identification of any libraries that could provide best practice; identifying and testing data elements that could be collected and…

Describes the evaluation of four relational database management systems (RDBMSs) (Informix Turbo, Oracle 6.0 TPS, Unify 2000 and Relational Technology's Ingres 5.0) to determine which is best suited for library automation. The evaluation criteria used to develop a benchmark specifically designed to test RDBMSs for libraries are discussed. (CLB)

Discussion of electronic library reference services focuses on an overview of the chief methodologies available for conducting assessments of electronic services. Highlights include quantitative measures and benchmarks, including equity and access; quality measures; behavioral aspects of quality, including librarian-patron interaction; and future…

This paper describes the creation of a comprehensive evaluation tool for reference librarians in adult service divisions to use in selecting World Wide Web sites as reference sources. Traditional evaluation criteria, endorsed and applied by librarians over the years, are not sufficient for the evaluation of today's hypermedia web site environment.…