Chow, Clifton, Ellis, Jan, Mark, June, & Wise, Bart. (1998, July). Impact of CTCNet affiliates: Findings from a national survey of users of community technology centers. Newton, MA: Community Technology Centers' Network.

Cohill, Andrew, & Kavanaugh, Andrea L. (Eds.). (1997). Community networks: Lessons from Blacksburg, Virginia. Norwood, MA: Artech House.

Durrance, Joan C. & Pettigrew, Karen E. (2001, April). Toward context-centered methods for evaluating public library networked community information initiatives. First Monday, 6 (4).

Durrance, Joan C. & Pettigrew, Karen. Help-seeking in an electronic world.

An IMLS funded project investigating the role of librarians in public library-community networking systems in selected communities in Florida, Illinois, and Pennsylvania in assisting users with finding community information over the Internet. For an overview of the latest stage of the project see Researchers at the University of Washington and the University of Michigan will evaluate digital community information services in public libraries.

Durrance, Joan C. Evaluation techniques. Community Connector

Geffert, Bryn. (1993). Community networks in libraries: A case study of the Freenet P.A.T.H. Public Libraries, 32, 91-99.

Harsh, Sam H. (1995). The Boulder Community Network: Access and use (Master's thesis).

Knox, Sheryl Cormicle & Durrance, Joan C. (1997). Pulling together: Technology, community and the public library.

Evaluation of the Kellogg/ALOT Community Networking Initiative in Flint, MI.

Patrick, Andrew S. (1997). Media lessons from the National Capital FreeNet. Communications of the ACM, 40 (7) 74-80.

Patrick, Andrew S., & Whalen, Thomas E. Network services research.

Pettigrew, Karen E., Durrance, Joan C., Vakkari, Pertti. (1999, June). Approaches to studying public library Internet initiatives: A review of the literature and overview of a current study. Library & Information Science Research, 21, (3).

Ryan, Elizabeth A. (1996). Creating a rural community network: A case study (Unpublished Master's thesis). University of New Brunswick.

Van House, Nancy A. & Childers, Thomas A. (1993). The public library effectiveness study: The complete report. Chicago: American Library Association.

Whyte, Anne. (1998, June). Telecentre research framework for Acacia.

Plan for how to evaluate a community information service in Africa.

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Digital Reference Service Statistics

See also: Digital Reference.

McClure, Charles R., R. David Lankes, Melissa Gross, and Beverly Choltco-Devlin. (2002, March 8). Statistics, measures, and quality standards for assessing digital reference library services: Guidelines and procedures field test draft. Syracuse, NY: Information Institute of Syracuse. And the companion Instructions for field testing.

Wasik, Joann M. Digital reference service statistics in libraries.

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Excel Tutorials

Rice University.

University of South Dakota.

Western Carolina University.

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Focus Groups & Group Interviews

InnoNet. Focus groups and Discussion groups.

Krueger, Richard A. & Casey, Mary Anne. (2000). Focus groups: A practical guide for applied research (3rd ed.). Thousand Oaks, CA: Sage.

Ledingham, John A. and Bruning, Stephen D. (1998/1999 Winter). Ten tips for better focus groups. Public Relations Quarterly, 43 (4), 25-28.

McNamara, Carter. (1998, February 16). Basics of conducting focus groups. The management assistance program for nonprofits.

Morgan, David L. (1997). Focus groups as qualitative research. Thousand Oaks, CA: Sage.

Sherraden, Michael. (1998). How to do focus groups. IDA evaluation handbook: A practical guide and tools for evaluation of pioneering IDA projects.

Sweet, Casey. (1999, December). Anatomy of an on-line focus group.

Widdows, Richard; Hensler, Tia A. & Wyncott, Marlaya H. (1991, July). The focus group interview: A method for assessing users' Evaluation of library service. College & Research Libraries, 352-359.

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Government & Performance Measures

Broom, Cheryle A. (1995, Winter). Performance based government models: Building a track record. Public Budgeting and Finance, 15 (4), 3-17.

Fairfax County [VA] Department of Management and Budget. Performance measurement including: Basic manual for performance measurement, Data collection for performance measurement manual, Surveying for customer satisfaction manual, and Managing for results (advanced) manual.

Federal Library and Information Center (FLICC). Information technology assessment for federal libraries and information centers.

McClure, Charles R.; Sprehe, J. Timothy & Eschenfelder, Kristin. (2000, October). Performance measures for federal agency websites. Washington: U.S. Government Printing Office.

Analyzes the impact of federal policies affecting website development and proposes 17 performance measures.

McClure, Charles R. & Sprehe, J. Timothy. (1998, January). Analysis and development of model quality guidelines for electronic records management on state and federal websites: Final Report.

Rutgers University. National Center for Public Productivity. (1997). A brief guide for performance measurement in local government.

U.S. State & Local Government Gateway. Performance measures.

Wyman, Steven, Beachboard, John C., & McClure, Charles R. (1997). User and system-based quality criteria for evaluating information resources and services available from federal websites: Final report. Dublin, OH: OCLC Online Computer Library Center, Office of Research.

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Government Web Site Evaluation

Eschenfelder, K.R., Beachboard, J.C., McClure, C.R. & Wyman, S.K. (1997). Assessing U.S. federal government websites. Government Information Quarterly,14 (2), 173-189.

McClure, Charles R. (2001, Spring). Assessing federl websites: Preliminary findings and key issues. DttP, 29 (1), 12-19.

McClure, Charles R. Selected federal information policies affecting the development and management of websites.

McClure, Charles R., Sprehe, J. Timothy & Eschenfelder, Kristen. (2000). Performance measures for agency sites.

Moen, William E. and McClure, Charles R. (1997). An evaluation of the federal government's implementation of the government information locator service (GILS): Final Report

Pew Internet and the American Life Project. The rise of the e-citizen: How people use government agencies' Web sites.

Redalen, Aaron & Miller, Naomi. (1996, January). Evaluating website modifications at the National Library of Medicine through search log analysis. D-Lib Magazine, 6 (1).

US National Commission On Libraries and Information Science. Comprehensive assessment of public information dissemination.

West, Darrell M. Assessing e-government: The Internet, democracy, and service delivery by state and federal governments. Providence, RI: Brown University

For Government Information.
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Interviews

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Licensed Databases, OPACS, and Statistics

Bielefield, Arlene and Cheeseman, Lawrence. (1999). Interpreting and negotiating licensing agreements: A guidebook for the library, research and teaching professions. NY: Neal-Schuman.

Blackwell, Dawson, Ebsco, Harrassowitz, Swets. (1999). Licensingmodels.com: Model standard licenses for use by publishers, librarians and subscription agents for electronic resources.

From the Academic Library Model Contract, Publisher's Undertakings:

7.4 Collection and analysis of data on the usage of the Licensed Materials will assist both the Publisher and the Licensee to understand the impact of this License. The Publisher shall provide to the Licensee or facilitate the collection and provision to the Licensee and the Publisher by the Licensee or the Agent of such usage data on the number [of titles] [of abstracts and] of articles downloaded, by journal title, on [a monthly] [a quarterly][an annual] basis for the Publisher's and the Licensee's private internal use only. Such usage data shall be compiled in a manner consistent with applicable privacy [and data protection] laws [and as may be agreed between the parties from time to time], and the anonymity of individual users and the confidentiality of their searches shall be fully protected. In the case that the Publisher assigns its rights to another party under clause 11.3, the Licensee may at its discretion require the assignee either to keep such usage information confidential or to destroy it.

From the Consortia Model Contract, Publisher's Undertakings:

7.4 Collection and analysis of data on the usage of the Licensed Materials will assist both the Publisher and the Consortium and its Members to understand the impact of this License. The Publisher shall provide to the Consortium or facilitate the collection and provision to the Consortium and the Publisher by the Consortium or Members or by the Agent of usage data on the number [of titles] [of abstracts and] of articles downloaded or printed, by journal title and by Member, on [a monthly] [a quarterly][an annual] basis for the Publisher's and the Consortium's private internal use only. Such usage data shall be compiled in a manner consistent with applicable privacy [and data protection] laws [and as may be agreed between the parties from time to time], and the anonymity of individual users and the confidentiality of their searches shall be fully protected. In the case that the Publisher assigns its rights to another party under clause 11.3, the Consortium may at its discretion require the assignee either to keep such usage information confidential or to destroy it.

From the Public Library Model Contract, Publisher's Undertakings:

6.4 Collection and analysis of data on the usage of the Licensed Materials will assist both the Publisher and the Licensee understand the impact of this License. The Publisher shall provide to the Licensee or facilitate the collection and provision to the Licensee and the Publisher by the Licensee or by the Agent of such usage data on the number [of titles] [of abstracts and] of articles downloaded, by journal title, on [a monthly] [a quarterly][an annual] basis for the Publisher's and the Licensee's private internal use only. Such usage data shall be compiled in a manner consistent with applicable privacy [and data protection] laws [and as the parties may agree from time to time], and the anonymity of individual users and the confidentiality of their searches shall be fully protected. In the case that the Publisher assigns its rights to another party under clause 10.3, the Licensee may at its discretion require the assignee either to keep such usage information confidential or to destroy it.

Chudnov, Daniel, Crooker, Cynthia& Parker, Kimberly. (2000). Jake: Overview and status report. Serials Review 26 (4),12-17.

Project to identify what licensed databases index a journal or include its full text.

Galileo usage statistics.

International Coalition of Library Consortia (ICOLC). (1999, January). Guidelines for technical issues in request for proposal (RFP) requirements and contract negotiations.

International Coalition of Library Consortia (ICOLC). (1998, November). Guidelines for statistical measures of usage of web-based indexed, abstracted, and full text resources. Published in Information Technology and Libraries. (1998, December). pp. 219-221.

International Standards Organization. (1998, April 1). Information and documentation -- Library performance indicators (ISO 11620:1998). See ISO TC 46 / SC 8. Published standards and Library statistics and performance evaluation

Luther, Judy. (2000, October). A white paper on electronic journal usage statistics. Washington, DC: Council on Library and Information Resources.

Yale University. Council on Library Resources. Licensing digital information: A resource for librarians.

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Management & Technology Planning Measurement

A step-by-step guide for public library planners, is based on work done in the late 1980s in planning, role setting, and output measures and used by the Appomattox Regional Library System (ARLS), VA in 1993.

Himmel, Ethel & Wilson, Bill. (1998). Planning for results: A public library transformation process (Guidebook and How-To Manual). Chicago: American Library Association, Public Library Association. See also: Planning for results: How-to manual workforms.

Mayo, Diane & Nelson, Sandra (1999). Wired for the future: Developing your library technology plan. Chicago, ALA.

Nelson, Sandra; Altman, Ellen & Mayo, Diane.(1999). Managing for results: Effective resource allocation for public libraries. Chicago: American Library Association.

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Outcome Measurement

Bond, Sally L., Boyd, Sally E., and Rapp, Kathleen A. (1997). Taking stock: A practical guide to evaluating your own programs. Chapel Hill, N.C.: Horizon Research, Inc.

Institute for Museum and Library Services (IMLS). Outcome Based Evaluation.

"They define a system of evaluation that replaces the question, "What have we done to accomplish our goals?" with the question "What has changed as a result of our work ? " Taking their lead from evaluation practices adopted by the United Way in 1995, both writers suggest practices that focus on measuring the effects of an institution¹s work on its public (outcomes) rather than on the services provided (outputs)." Institute of Museum and Library Services. Perspectives on outcome based evaluation for libraries and museums.

Library Research Service. (1999-2002). Counting on results final report

IMLS sponsored research recruiting public libraries to report their Planning for results based service reponse data using tools developed by LRS (including some that PalmPilot based).

Mika, Kristine L. (1996). Program outcome evaluation: A step-by-step handbook. Milwaukee, WI: Families International, Inc., 11700 West Lake Park Drive, Milwaukee, WI 53224.

Project STAR. Support and training for assessing results. San Mateo, CA: Project Star.

Schalock, R. L. (1995). Outcome-Based Evaluation. New York: Plenum Press.

Sheppard, Beverly. Showing the difference we make: Outcome evaluation in libraries and museums. Washington, DC: Institute of Museum and Library Services.

In particular see: Rudd, Peggy D. Documenting the difference: Demonstrating the value of libraries through outcome measurement.

Smith, Ken R. Higher Education Outcomes (HEO) Research Review. Sponsored by Association of Research Libraries (ARL).

"The goal for this project is to collaboratively develop a strategy for involving research libraries in campus assessment activities and to demonstrate the value of the library to the learning community."

United Way of America (1996). Measuring program outcomes: A practical approach. Alexandria, VA: United Way of America.

United Way of America. Outcome measurement network.

University of Arizona. Information literacy initiative.

University of California, Berkeley. Teaching library.

University of Washington. Uwired program.

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Output Measure Manuals & Studies

McClure, Charles R., et al. (1986, Summer). Output measures: Myths, realities, and prospects. Public Libraries, 25 (2), 49-52.

In discussing need to revise the Output Measures for Public Libraries manual, identifies ongoing core issues needing attention including: measurement objectives, research skills of output measures users, management versus research contexts, relating inputs to outputs, problems in data collection, user versus library performance, sample sizes, interpretation of output measure scores, and self-diagnostics versus national comparability.

Pratt, Allan D. & Altman, Ellen. (1997, April 15). Live by the numbers, die by the numbers. Library Journal, 122 (7), 48-49.

Discusses "Output Measures for Public Libraries."

Smith, Mark and Rowland, Gerry. (1997, May/June). To boldly go: Searching for output measures for electronic services. Public Libraries, 36, 168-172.

Describes the efforts of the Discusses FSCS efforts to update the Public Library Data survey adding output and electronic resource measures.

Van House, Nancy. (1989, Fall). Output measures in libraries. Library Trends, 38 , 268-279.

Van House, Nancy. A. & Childers, Thomas A. (1993). The public library effectiveness study: The complete report. Chicago: American Library Association. 99 p. ISBN 0838906192.

Van House, Nancy. A. & Childers, Thomas A. (1994). The use of public library roles for effectiveness evaluation. Library & Information Science Research, 16 (1), 41-58.

Van House, Nancy A; Lynch, Mary Jo; McClure, Charles R; Zweizig, Douglas L; Rodger, Eleanor Jo. (1987). Output measures for public libraries: A manual of standardized procedures. Prepared for the Public Library Development Project. Second edition. Chicago: American Library Association. ISBN 0-8389-3340-8.

Van House, Nancy A.; Weil, Beth T. & McClure, Charles R. (1990). Measuring academic library performance: A practical approach. Chicago: American Library Association. ISBN 0-8389-0529-3.

Walter, Virginia A. (1992). Output measures for public library services to children: A manual of standardized procedures. Chicago: American Library Association.

Zweizig, Douglas L. (1987, Spring). So go figure: Measuring library effectiveness. Public Libraries, 26 (1), 21-24.

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Presentation of Library Data

Nicol, A.A.M. & Pexman, P.M. (1999). Presenting your findings: a practical guide for creating tables. Washington, DC: American Psychological Association.

Tufte, Edward R. (1997). Visual explanations: Images and quantities, evidence and narrative. Cheshire, CT: Graphics Press.

Tufte, Edward R. (1990). Envisioning Information. Cheshire, CT: Graphics Press.

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Quality Measurement

Andaleeb, Syed S. & Simmonds, Patience L. (1998, March). Explaining user satisfaction with academic libraries. College & Research Libraries 59 156-167.

Brophy, Peter. (1995). Quality management in libraries. ED405868.

Calvert, Philip J. (1998, July). A different time, a different country: An instrument for measuring service quality in Singapore's Polytechnic libraries. Journal of Academic Librarianship, 24 (4), 296-303.

Calvert, Philip J. (1997, September). Measuring service quality: From theory into practice. Australian Academic & Research Libraries, 28 (3), 198-204.

Carmel, Michael. (1995). Using contracts to improve quality. Available ERIC: ED405865.

Cotta-Schønberg, Michael. (1995). Performance measurement in the context of quality management. 1st Northumbria Conference on Performance Measurement. Also available via ERIC: ED405866

Edwards, Susan & Browne, Mairead. (1995). Quality in information services: Do users and librarians differ in their expectations? Library and Information Science Research, 17, 163-182.

Hernon, Peter and Altman, Ellen. (1998). Assessing service quality: Satisfying the expectations of library customers. Chicago: American Library Association.

Hernon, Peter & Altman, Ellen. (1996). Service quality in academic libraries. Norwood, NJ: Ablex.

Hernon, Peter and Whitman, John R. (2000). Delivering satisfaction and service quality: A Customer-based approach for libraries. Chicago: American Library Association.

Jurow, Susan. (1993 ). Tools for measuring and improving performance. Journal of Library Administration, 18 (1-2) 113-26 1993.

Total Quality Management (TQM) staged approach presented (i.e., the Shewhart Cycle, flowcharts, cause-and-effect diagrams, Pareto charts, and control charts), and benchmarking.

Parasuraman, A; Zeithaml, Valarie A. & Berry, Leonard L. (1985, Fall). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 41-50.

Poll, Roswitha & Boekhorst, Peter te. (1996). Measuring quality: International guidelines for performance measurement in academic libraries (IFLA Publication 76 0344-6891). Munich, K.G. Saur.

Pritchard, S.M. (1996). Determining quality in academic libraries. Library Trends, 44, 572-594.

Seay, Thomas et al. (1996, Winter). Measuring and improving the quality of public services: A hybrid approach. Library Trends, 44 (3), 464-490.

Discussion of patrons questionnaire developed at the College of Charleston (South Carolina) library.

Shaughnessy, Thomas W. (1993, Winter). Benchmarking, total quality management, and libraries. Library Administration & Management, 7 (1), 7-12.

UNSW Library [Australia]. (1998, January). Quality management framework: Information for staff.

U.S. National Institute of Standards and Technology (NIST). Baldgidge national quality program.

Urquhart, Christine & Hepworth, John. (1995). Deriving a quality assurance toolkit from the outcomes of information use. ED405879.

White, Marilyn Domas & Abels, Eileen G. (1995, Winter). Measuring quality in special libraries: Lessons from service marketing (SERVQUAL and SERVPERF instruments). Special Libraries, 86 (1), 36-45.

White, Marilyn Domas; Abels, Eileen G. & Nitecki, Danuta. (1994). Measuring customer satisfaction and quality of service in special libraries. ED416894 .

Return LibQUAL+.
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Scenarios

Bishop, Ann Peterson; Mehra, Bharat Bazzell, Imani & Smith, Cynthia. (2000, June). Socially grounded user studies in digital library development.First Monday, 5 (6).

Carroll, John M. (Ed.). (1995). Scenario-based design: Envisioning work and technology in system development. New York: Wiley.

Hill, L. L.; Carver, L.; Larsgaard, M.; Dolin, R.; Smith, T. R.; Frew, J., & Rae, M. (2000). Alexandria digital library: User evaluation studies and system design. Journal of the American Society for Information Science, 51, 246-259.

Mehra, Bharat; Bishop, Ann Peterson & Bazzell, Imani. (2000, April/May). The role of use scenarios in developing a community health information system. Bulletin of the American Society of Information Science, 26 (4).

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School Library Statistics and Performance Measures

AskERIC. Do school libraries have a positive impact on students?

AskERIC. Does having a professional school media specialist on staff increase student achievement?

Barron, Daniel D. (1998, January). So what does the research say about school library media concerns? School Library Media Activities Monthly, 14 (5), 47-50.

Berkowitz, Robert F. (1993). From indicators of quantity to measures of effectiveness: Ensuring Information Power's mission. School Library Media Annual (SLMA), 11, 3-12.

Measurement associated with Information Power.

Big brother monitoring and notification systems and networks.

California Department of Education. Statistics about California school libraries.

Collins, Stephen E. Web66 school web site statistics.

Easun, Sue. (1994, Winter). Beginner's guide to efficiency measurement. School Library Media Quarterly, 22 (2), 103-106.

Educational Testing Service. (1998). Computers and classrooms: The status of technology in U.S. schools.

Everhart, Nancy. (1998). Evaluating the school library media center. Analysis techniques and research practices. Englewood, CO: Libraries Unlimited.

Hamilton-Pennell, Christine; Lance, Keith Curry; Rodney, Marcia J. & Hainer, Eugene. (2000, April). Dick and Jane go to the head of the class. School Library Journal.

Haycock, Ken. (1992). What works: Research about teaching and learning through the school's library resource center. Seattle: Rockland Press.

Holt, Glenn & Holt, Leslie E. (1999, June). What's it worth? School Library Journal, 45 (6), 47.

See also: St. Louis Public Library project.

Howe, Eleanor; Stack, Jack & Rettig-Seitam, Marcia. (1997). Planning for action: Turning meaningful data into programs and promotion. Available: ERIC: ED412969.

Presents action research oriented guidelines and measures to help school librarians justify expenditures and personnel and evaluate and plan services.

Lance, Keith Curry. (1994). ERIC Digest: Impact of school library media centers on academic achievement.

Lance, Keith Curry; Rodney, Marcia J. & Hamilton-Pennell, Christine. (2000). How school librarians help kids achieve standards. Castle Rock, CO: Hi Willow Research and Publishing.

Lance, Keith Curry; Rodney, Marcia J. & Hamilton-Pennell, Christine. (2001). Good schools have school libraruians (Executive Summary).

Lance, Keith Curry; Hamilton-Pennell, Christine & Rodney, Marcia J. (1999). Information empowered: The school librarian as an agent of academic achievement in alaska schools. Juneau: Alaska State Library.

Library Research Service. School library media impact studies.

Library Research Service. Library data and reports: School library media centers.

Library Research Service. Fast Facts: (1999, April 8). Librarians, teachers & librarian/teacher ratio in U.S. Public Schools: State Variations & Trends, 1989-1995, (1998, October 7). Well-managed library media programs that cooperate with local public libraries linked to higher CSAP test scores, (1998, October 6). Student use of library media programs key to NAEP success, (1995, October 18, revised November 28). What difference does a school library media specialists make.

Mid-continent Research for Education and Learning (McREL). Content knowledge: The McREL standards database.

A compendium of standards and benchmarks for K-12 educators.

Miller, Marilyn L. & Shontz, Marilyn L. (Biennial, June-August). Expenditures for resources in school library media centers. School Library Journal.

1995-96 appears in October 1997 SLJ p. 28-37.

Miller, Marilyn L. & Shontz, Marilyn L. (1998, October 1). Plug it in: The wired school library.

Miller, Marilyn L. & Shontz, Marilyn L. (1998, May 1). More services, more staff, more money: A portrait of a high-service library media center.

National Center for Education Statistics (NCES). School Library Media Centers: 1993-94.

National Center for Education Statistics (NCES). State comparisons of education statistics: 1969-70 to 1996-97.

National Center for Education Statistics (NCES). (2001). Advanced telecommunications in U.S. private schools: 1998-99.

Provides data on PC and Internet availability in private schools including student-to-computer ratios, number of private schools with Internet access, and instructional use of computers and the Internet along with comparisons with public schools.

Quality Education Data (QED). Internet usage in public schools: Schools with online access: School survey and Technology purchasing forecasts. Denver: Quality Education Data.

Office of Technology Assessment. Analysis and trends of school use of new information technologies.

Earlier (1989, 1992) data on computer and Intenet use in schools.

Oregon Educational Media Association. Oregon study: good schools have school librarians.

Shontz, Marilyn L. (1994). Output measures for school library media programs: Measuring curriculum involvement. School Library Media Annual (SLMA), 12, 165-187.

Describes a study of 13 techniques used to collect data from media centers in 11 schools.

Smith, Ester G. (2001). Texas school libraries: Standards, resources, services, and students¹ performance. Austin: Texas State Library and Archives Commission.

States.org. States Inventory Project.

More school oriented, contains state-based information in the following categories: communications-related demographics, education, government's advanced telecommunications usage, laws and regulations on-line, local competition/deregulation, local level/community projects, on-line delivery of services (telemedicine, telejustice, libraries, kiosks, benefits distribution, emergency services, other services), state regulation of telecommunications/Internet, state-wide communications infrastructure, strategic planning, telecommuting/telework, and universal service/universal access.

Stripling, Barbara K. (1993). Practicing authentic assessment in the school library. School Library Media Annual (SLMA), 11, 40-57.

White House Conference on School Libraries. (2002).

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Special Libraries

Cram, Jennifer. (1997). Practicality: How to acquire it. Paper delivered at the Seventh Asian Pacific Specials, Health and Law Librarians' Conference, Perth. Published in On the edge: Proceedings of the Seventh Asian Pacific Specials, Health and Law Librarians' Conference. Held in Perth, Australia 12-16 October 1997. Perth, Australia: Special Libraries Section, Health Libraries Section of the Australian Library and Information Association and the Australian Law Librarians Group. 23-32.

Evans, Edward, et. al. (1972). Review of criteria used to measure library effectiveness. Bulletin of the Medical Library Association, 60 (1), 102-110.

Primary Research Group. (2000). Corporate library benchmarks. NY: Primary Research Group.

Primary Research Group. (1999). Law library budget and expenditure report. NY: Primary Research Group.

Primary Research Group. (2001). Survey of academic & special libraries. NY: Primary Research Group.

White, Marilyn Domas & Abels, Eileen G. (1995, Winter). Measuring quality in special libraries: Lessons from service marketing (SERVQUAL and SERVPERF instruments). Special Libraries, 86 (1), 36-45.

White, Marilyn Domas; Abels, Eileen G. & Nitecki, Danuta. (1994). Measuring customer satisfaction and quality of service in special libraries. ED416894 .

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Success Stories as Evaluation

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Unobtrusive Measurement

Sechrest, Lee. (2000). Unobtrusive Measures. Thousand Oaks, CA: Sage.

Trochim, William M.K. Unobtrusive Measures. Research methods knowledge base.

Webb, Eugune J. et al. (2000). Unobtrusive measures. Thousand Oaks, CA: Sage.

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Usability

Covey, Denise Troll. (2002, January. Usage and usability assessment: Library practices and concerns. Washington, DC: Digital Library Federation.

Diamond Bullet Design. Usability first.

Fraser, Janice. (2002, August). The culture of usability : how to spend less and get more from your usability-testing program. New Architect 7 (8), 26-29.

Hom, James. Usability methods toolbox.

Instone, Keith. Usable web.

John, Bonnie E. & Packer, Hilary. (1995). L. earning and using the cognitive walkthrough method: A case study approach. Computer and Human Interface conference proceedings.

National Cancer Institute. Usability.gov.

Nielsen, Jakob. (2000). Designing web usability: The practice of simplicity. Indianapolis: New Riders Publishing. ISBN 1-56205-810-X.

Nielsen, Jakob. (bi-weekly column). The Alertbox: Current issues in web usability.

University of Maryland. Masters of Software Engineering, Fall 98, Usability Engineering class. Guide to usability for software engineers.

Usability Professionals' Association.

User Interface Engineering. Web site usability: A designer's guide. User Interface Engineering 242 Neck Road, Bradford, Massachusetts 01835 ISBN:1-55860-569-X.

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