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.

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.

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.

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 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.

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.

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.

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.