In the 1990s, many governments began to use information and communications technologies, especially Internet applications, to improve the efficiency and economy of government operations and to provide their citizens, the business community, and government officials with information and services. The goal of e-government is to become entrenched in the everyday lives of these people so that they become reliant on Internet access to government. Comparative Perspectives on E-government draws upon the expertise of its contributors, who have conducted research and policy analyses related to government information policy and e-government, and who have published previously in these areas. The focus of coverage is on five countries (Australia, Canada, New Zealand, the United Kingdom, and the United States) and topical issues such as the digital divide, the balance between access and security in the aftermath of 9-11, trust in government, the citizen's perspective on e-government, and the evaluation of government Web sites. The book addresses the need to understand the phenomenon of e-government better_its development, mission and goals, success in achieving those goals, and future plans_extending an inquiry to both developed and developing countries. An additional need for detailed cross-country analyses and comparisons, introduced here, is also addressed.

Academic and public libraries are much different today than they were even 15 years ago. And with even bigger changes on the horizon, what lies in store? In this systematic attempt to speak to academic and public librarians about the future of library services, Hernon and Matthews invite a raft of contributors to step back and envision the type of future library that will generate excitement and enthusiasm among users and stakeholders. Anyone interested in the future of libraries, especially library managers, will be engaged and stimulated as the contributors: Examine the current state of the library, summarizing existing literature on the topic to sketch in historical background Project into the future, using SWOT analysis, environmental scans, and other techniques to posit how library infrastructure (such as staff, collections, technology, and facilities) can adapt in the decades ahead Construct potential scenarios that library leaders can use to forge paths for their own institutions. The collection of knowledge and practical wisdom in this book will help academic and public libraries find ways to honour their missions while planning for the broader institutional changes already underway. Readership: Library managers, academic and public librarians, LIS students and academics and anyone interested in the future of libraries.

For library managers, this book explains evaluation and assessment research and identifies the components of proper execution, such as planning, decision making, and accountability. Increasingly, libraries must address questions of accountability, efficiency, effectiveness, and impact-the extent to which a program causes positive changes in the target population. All of these issues are important to library managers and those to whom they directly report. With the heightened interest in customer expectations and increased focus on service quality and customer satisfaction, evaluation and assessment research provides the essential methodology for library managers to obtain meaningful answers. Engaging in Evaluation and Assessment Research introduces evaluation and assessment, clearly distinguishing between the two; explains evaluation and assessment research as a formal inquiry process with individual components; and demonstrates the use of the evidence gathered for planning, decision making, and accountability. This book is not another research methods textbook; it is a resource that will provide real knowledge and strategies to expand the library manager's toolkit for operating in the real world. Beyond exposing the reader to the unique culture of research and to different ways of conducting research, the authors also offer advice on how to get published. Tables and figures enhance the written text and identify supplemental readings Appendices offer learning tools such as an example of a research study and a case study

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. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear 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; 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.

Academic and public libraries are much different today than they were even 15 years ago. And with even bigger changes on the horizon, what lies in store? In this systematic attempt to speak to academic and public librarians about the future of library services, Hernon and Matthews invite a raft of contributors to step back and envision the type of future library that will generate excitement and enthusiasm among users and stakeholders. Anyone interested in the future of libraries, especially library managers, will be engaged and stimulated as the contributors *Examinw the current state of the library, summarizing exsting literature on the topic to sketch in historical background *Project into the future, using SWOT analysis, environmental scans, and other techniques to posit how library infrastructure (such as staff, collections, technology, and facilities) can adapt in the decades ahead *Construct potential scenarios that library leaders can use to forge paths for their own institutions The collection of knowledge and practical wisdom in this book will help academic and public libraries find ways to honor their missions while planning for the broader institutional changes already underway.

This book discusses recent trends in outcomes assessment, examines how state governments are reshaping the national discussion with higher education, and explains how libraries must respond to these changes. Higher Education Outcomes Assessment for the Twenty-first Century focuses on recent developments in outcomes assessment, especially from the perspectives of the federal government and state governments, as well as foundations concerned about the state of higher education. The authors identify the significant changes that these stakeholders call for-information that academic librarians and anyone following outcomes assessment need to be aware of-and interpret the discussions to identify implications for libraries. Building upon the foundation of knowledge presented in the previous two Libraries Unlimited Outcomes Assessment in Higher Education titles, this book provides readers with up-to-date coverage of topics such as the emerging metrics used to define student and institutional success; the increased importance of accountability and the need to compare and assess the performance of programs and institutions rather than individual courses; and the shift in prioritizing student outcomes over student learning outcomes. The authors also spotlight the critical need for libraries to fit their role within the national discussion and suggest ways in which library managers and directors can play a role in redirecting the discussion to their benefit. Provides current, informed coverage of outcomes assessment in higher education, the shift away from student retention, and the role of the library in these new directions Includes an appendix that supplies the most complete list of higher education stakeholders and individuals with whom library directors need to interact

Both the Association of College and Research Libraries (ACRL) and the Public Library Association (PLA) provide important data services. For library managers and administrators, the key to the data s usefulness is knowing how to extract and apply the most relevant information to managing a library and improving accountability. A companion volume to the authors earlier book Getting Started with Evaluation, this guide illustrates how to use the data to support value, collection use, benchmarking, and other best practices. This important resource Identifies key metrics in ACRLMetrics and PLAmetrics Demonstrates how to perform techniques for developing and using metrics Offers exercises that illustrate how to produce meaningful metrics and reports, accessible via a free web portal Shows how to move towards outcomes assessments while simultaneously embracing value Includes numerous examples to guide readers through the data services web interfaces screen-by-screen Managers at academic and public libraries, administrators, and library trustees will find this book a vital tool for accountability and advocacy.

An academic library's budget and expenditures demonstrate its accountability, effectiveness, efficiency, and sustainability to its institution. All library managers must understand and manage budgets, from planning through implementation, reporting, and conducting audits. Budgeters also need familiarity with the use of metrics, the ability to relate the use of the data gathered to improved performance and organizational efficiency, and automated management information systems to effectively tell their library's story and advocate for budgetary support. In its first eight chapters, with tables, figures, data application, and exercises throughout, Financial Management in Academic Libraries: Data-Driven Planning and Budgeting covers the various stages and topics involved in managing budgets: planning; the types of budgets used in academic institutions; the overall budgeting process as well as a specific process in program budgeting; managing a budget during the fiscal year and its aftermath; and providing reports on the budget. The ninth chapter introduces general concepts to help address budget reduction strategies, potential fraud, and financial best practices. And the final chapter elevates the discussion from financial management to financial leadership, the articulation of a detailed vision, and the realignment of the budget with the promises specified in that vision. Financial Management in Academic Libraries explores the connection between financial management and accountability, effectiveness, efficiency, and sustainability, and demonstrates how to capture them in a realistic, data-supported budget. Among the different units of an academic institution, the library has an advantage in that its managers can link these concepts to the library's infrastructure, its staffing, collections, services, and technology. Focusing on these components can enable everyone in the library to work to achieve organizational sustainability over time and advocate for their place in the institution.

Everyone agrees that evaluation of library services is essential, but without a background in research it can be a challenge to apply abstract concepts such as strategic planning, evidence-based decision making, and accountability to real-world situations. Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. Firmly rooted in practical application, this book Presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure Examines qualitative versus quantitative measures Shows how to decide which metrics are relevant to one’s own institution, covering benchmarking, best practices, peer group filters, and those metrics that offer a high return on investment Includes pointers for launching and maintaining successful library evaluation through flexibility and smart delegation among library staff Offers advice on marshalling data to effectively communicate the value and impact of a library and its services, no matter the audience Complete with a detailed list of sources for metrics and concrete examples of evaluation in practice, this workbook will be both valuable and immediately useful to managers at academic and public libraries, as well as to library trustees and others interested in assessing service quality.

This book is the first to examine library and information science leadership in the United States and throughout Europe, providing a critical analysis and comparison of leadership in America versus in Europe and the United Kingdom. Library Leadership in the United States and Europe: A Comparative Study of Academic and Public Libraries discusses prevalent leadership theories, practices, and literature, exploring issues with broad implications thematically and across different countries. After an introduction that overviews leadership, leadership theories, and influences of national culture and related concepts, the authors examine leadership in the United States, the United Kingdom, Europe as a whole, and selected European countries, highlighting differences and shared characteristics. The latter half of the work focuses on selected themes such as management and accountability and discusses an international research agenda. This unique book will appeal to a broad range of readers: school library educators and teachers of relevant classes dealing with change management, organizational development, international librarianship, and leadership; researchers in the areas of leadership and international librarianship; as well as LIS students in general.

A thorough explanation of how a voice-of-the-customer program for libraries can give customers the opportunity to make their opinions known, enabling libraries to develop services that meet or exceed their patrons' changing expectations. A modern library is much like a business in that it must provide a set of products and services to meet the changing needs and expectations of its customers in order to succeed and survive. With libraries now focusing more on their "customers," Listening to the Customer is a critical resource that provides effective strategies for gathering information from the client perspective in order to meet library patrons' expectations and specific information needs. The voice-of-the-customer program described by Hernon and Matthews involves not only listening to customers, but also maintaining an ongoing dialogue with them. The book addresses different types of customers, assorted methods for gathering evidence, data reporting to stakeholders, and relevant metrics for libraries to report. The authors also devote a chapter to regaining lost customers and discuss leadership techniques and preparation steps to meet an uncertain future. Completely unique in its methodological focus, this book is one of very few titles to address the importance of library customer service in the 21st century. Ten sidebars highlight specific libraries and what they are doing Numerous illustrative figures clarify key points An extensive bibliography compiles works related to customer service and implementing a voice-of-the-customer program

This book provides an overview of leadership in library and information science (LIS), examines the findings of doctoral students in the Simmons program in Managerial Leadership in the Information Professions, and advocates research in LIS. Library and information science researchers can provide valuable insights about leadership and management, thereby adding a significant amount of practical information to the foundation of knowledge for LIS professionals and educators. Accordingly, it behooves both internal and external LIS practitioners to investigate and apply these research findings. Utilizing the available evidence wisely will better connect libraries to an organizational culture of assessment and evaluation, enabling improved service despite reduced funding after the recent economic downturn. This book conveys the rich study findings about leadership in the profession based on case studies and scenario plans written by doctoral students in the Simmons program in Managerial Leadership in the Information Professions, and takes the lessons from this research to advocate further research in library and information science (LIS). Shaping the Future: Advancing the Understanding of Leadership provides an overview of leadership in LIS, highlighting the research done, the areas for discussion, and the potential for further study. Examples of case studies and scenario planning-applicable to both academic and public libraries-are provided. Detailed discussions of scenario planning, case studies, and research agendas Contains contributions from three leading authorities on scenario planning and case studies as well as an important book foreword by Camila Alire Includes the A.J. Anderson Problem-Solving Model, a framework for writing case studies Bibliography contains over 25 selections of additional readings on leadership

This guidebook shows academic libraries how to use innovative new performance metrics to achieve greater accountability and higher levels of service. Viewing Library Metrics from Different Perspectives: Inputs, Outputs, and Outcomes helps academic librarians go well beyond the basic guideposts of inputs and outputs to explore a wide range of metrics for measuring their effectiveness and improving performance. Based on their groundbreaking article, "Outcomes Assessment: Not Synonymous with Inputs and Outputs," Robert Dugan and Peter Hernon, along with coauthor Danuta Nitecki, give libraries the tools they need to see beyond their own walls and interpret both outcome and impact metrics from the perspective of the parent institution, the customer, and the stakeholder, as well as the library itself. Viewing Library Metrics from Different Perspectives makes a convincing argument for targeting the right audience with the right metric. The first three chapters introduce key concepts and the relevant literature, and helps libraries make the crucial distinction between assessment and evaluation. Chapters four through nine examine the four perspectives and their attendant metrics. The final chapters discuss how best to present and interpret the results.

Convergence and collaboration enable an academic library to be more fully engaged with its campus. In its simplest form, convergence is defined as joint activities of a campus's units to further their shared mission of supporting teaching, learning, and inquiry. Convergence, which involves collaboration in both organizational structures and service delivery, leads to users benefiting from contact with individuals who have relevant expertise. Collaboration also may lead to convergence of collections, thereby enhancing library service to an institution's constituents.

Specific examples of convergence/collaboration include centers for teaching excellence, tutor and writing centers, information arcades, facilities for multi-media production and delivery, information and learning commons, cafes, photocopying centers; centers for distance education, participation in the use of course management software (e.g., Blackboard) to make library resources available to classes digitally and to make students more information literate, publishing (e.g., university presses and digital collections, including institutional repositories), counseling and career centers, and services for students for whom English is a secondary language (mostly in community colleges).

For anyone interested in how academic libraries can be more closely tied to the various missions of the colleges/universities in which they reside.

Emotional intelligence (EI), as based on the work of Daniel Goleman and his colleagues, has received a lot of attention in the Harvard Business Review and elsewhere as a leadership theory. It is composed of five domains: Knowing your emotions, Managing your emotions, Motivating yourself, Recognizing and understanding other people's emotions, and Managing relationships (managing the emotions of others). Its practitioners become particularly adept at managing the mood and performance of both their organizations and themselves. In Academic Librarians as Emotionally Intelligent Leaders, Hernon and company present a solid overview of EI, its connection to other leadership theories, and its particular application to academic librarianship. By moving beyond basic "people skills," they claim, library leaders can come to appreciate not only the unique challenges of personal and organizational growth, but how their own reactions and feelings are perceived by others. Particularly noteworthy is a strong focus on issues of diversity, including a chapter on how librarians of color regularly engage in self-renewal and restoration.

Leadership is separate from, but integral to, management; and library directors today and for the foreseeable future can be expected to play an institutional role as they lead the library to contribute towards the mission of their college or university. Similarly, new courses in library leadership now accompany more traditional ones on managing organisations and information resources. However, much of the literature on library leadership represents a distilled application of principles and practices borrowed from other disciplines, with few reports of research from the library field. Conceived as a companion to The Next Library Leadership (Libraries Unlimited, 2003), Making a Difference includes not only a discussion of effective attributes, but of issues central to the development of leadership qualities, strategies, and dispositions. Essential reading for anyone interested in advancing the quality of leadership within the discipline of library and information science, particularly academic librarians in or aspiring to positions of managerial leadership.

Revisiting Outcomes Assessment in Higher Education complements rather than updates Hernon and Dugan's 2004 Outcomes Assessment in Higher Education. As with its predecessor, it offers a cross-campus diversity of voices: contributors hail from various segments of higher education, including officers of institutional accreditation organizations, an academic vice president, academic deans, a higher education consultant, faculty members, and librarians. Individually, they shed light on how their corner of the higher education universe views, facilitates, and substantiates outcomes assessment. Together, they document what is known about outcomes assessment in the middle of the first decade of the new century, as institutions and their programs take ever firmer steps from anecdotal evidence to more rigorous diagnosis and reporting. The current interest in outcomes assessment represents a major shift in recent decades in attitudes about evaluating education. Outcomes assessment deals not only with assessment, but with accountability, usually in terms of accomplishing goals defined as desirable by the institution in question. It questions the results of educational processes, and focuses the argument on what students, faculty, and administrators demonstrably do. Revisiting Outcomes Assessment in Higher Education complements rather than updates Hernon and Dugan's 2004 Outcomes Assessment in Higher Education. As with its predecessor, it offers a cross-campus diversity of voices: contributors hail from various segments of higher education, including officers of institutional accreditation organizations, an academic vice president, academic deans, a higher education consultant, faculty members, and librarians. Individually, they shed light on how their corner of the higher education universe views, facilitates, and substantiates outcomes assessment. Together, they document what is known about outcomes assessment in the middle of the first decade of the new century, as institutions and their programs take ever-firmer steps from anecdotal evidence to more rigorous diagnosis and reporting. For faculty, administrators, and librarians at all academic institutions; accreditation organizations and associations, including program accreditors; program officials in national associations; and other stakeholders, including members of state and other governments wanting to see what academe is doing to link accountability with continuous quality improvement.

The development and promotion of appropriate services for students with disabilities has been an integral part of the academic library since the 1990s. There remains, however, a dearth of literature-in marketing, library and information science, and other disciplines-that applies quality assessment instruments to existing programs. With this in mind, Hernon and Calvert present two versions of a data collection instrument, designed to compare the expectations of special students with their perceptions of how well a given service met their needs. Descriptions of successful initiatives at a variety of academic libraries are also included. Adaptive technologies. Anti-discrimination laws. Equity and compliance issues. In-house policies (and politics). All of these support, in one form or another, the development and promotion of appropriate services for students with physical, learning, or, increasingly, psychological disabilities. But what of service quality? To date, there is a dearth of literature-in marketing, library and information science, and other disciplines-that applies quality assessment instruments to programs for special student populations. Not until now has anyone compared the expectations of such students with their perceptions of how well a given service meets their needs. Peter Hernon, Philip Calvert, and their colleagues-Kathleen Rogers, Todd K. Herriott, and Ava Gibson-discuss the circumstances affecting services for the disabled, and provide two versions of a data collection instrument, loosely based on SERVQUAL, that individual institutions can modify to reflect their particular needs and situations. International in scope, it incorporates the perspective of university attorneys and compliance officers, as well as descriptions of successful initiatives by senior library administrators in the U.S. (Larry Hardesty, Rush G. Miller, Sarah Hamrick, and Jennifer Lann) and New Zealand (Helen Renwick, Philip Jane, and John Redmayne.) Improving the Quality of Library Services for Students with Disabilities will assist libraries and other service components of academic institutions to adopt a proactive position, as well as challenge staff assumptions of service expectations and information needs.

Outcomes Assessment in Higher Education focuses on assessing institutional quality and effectiveness, and responds to the increasing demand for greater accountability at all levels of institutional activity. It provides material that anyone in higher education dealing with outcomes assessment will find useful. The book presents the perspective of assessment associations and regional accrediting bodies, faculty members who have prepared plans for implementation of outcomes assessment, and librarians engaged in such assessment. Examples provide practical guidance in determining assessment options and how to proceed in establishing and applying assessment programs. This unique book provides a broad, cross-disciplinary perspective on the discussion of educational quality as reflected through outcomes assessment. Regardless of their position or source of employment, the message of the various authors is the same: outcomes assessment is here to stay.

This much needed work addresses a topic of increasing importance and urgency: the shortage of individuals attracted to professional careers in librarianship, and the subsequent consequences for leadership positions, particularly library directorship. Through extensive interviews and a thorough review of the existing literature, the authors-all highly respected for their exceptional leadership and contributions to library science-assess what constitutes effective leadership and identify the traits needed by the next generation of academic and public library directors. The authors argue that library directors must be both managers and leaders, and that LIS students and graduates need appropriate support in seeking out upper level positions and exercising leadership. They present tools for assessing leadership and suggest strategies that individuals can use to prepare themselves for leadership positions and the challenges that lie ahead. A detailed bibliography completes the work. Chapters include: A Shortage of Librarians Qualities Expected of Library Directors: A Review of the Literature Qualities for ARL Directors Qualities for ACRL Directors Qualities for Public Library Directors Analysis and Comparison of Qualities Leadership Assessment Acquiring the Qualities Hunting Heads and Final Reflections An important contribution to the field of library and information science, this eye-opening study is essential reading for anyone in the profession.

The definitive guide to U.S. government information on the Web has been expanded and updated with the latest information from the current administration, including material on the Department of Homeland Security, the Patriot Act, and the E-Government Act of 2002. Peter Hernon, one of the country's foremost authorities on government information, and his colleagues provide additional Web sites and offer valuable strategies for effectively accessing and using government information online.

More than a mere directory of Web sites, this authoritative work serves as a cardinal pointer through the government's labyrinthine structure and the myriad information resources available to the public, giving users a clearer understanding of U.S. government agencies and their online publications and services. An essential and regularly updated reference, this guide is a reliable roadmap to a vast and diverse field of important information.

. . . the editors prevail upon students, scholars, information professionals and policy makers to study the issues further in order to deepen the understanding of government information and positively affect policy decisions. - "Journal of Government Information"

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.