PART III: MANAGING, DESIGNING AND EVALUATING SERVICES  

Management -- Assigned Readings:
(Lib)St Clair, Guy. Customer service in the information environment. Bowker Saur, 1993. Z674.4 S8 1993
Ch 3&4 (Role & Intelligence gathering);5 (Marketing services) 9 (Marketing Information System)10 (Service plan) 11& 12 (Standards & evaluation)

CN has: 5,9,10,12

(Lib)St Clair, Guy. Entrepreneurial librarianship: the key to effective information services management. Bowker Saur, 1996. Z674.5 U5 S68 1996
Ch 3 (Risk taking);6-8 (Accountability in delivery)

CN has: 6,7,8

(Lib)St Clair, Guy. Power and influence: enhancing information services within the organization. Bowker Saur, 1994.Z674.5 U6 S7 1994.
Ch 2 (Corporate culture); 6 (Managing services); 8 (Justifying services)

CN has: 2,5,6,8

Value and Pricing of Services -- Assigned Readings:
(Lib)Feeney, Mary and Maureen Grieves. The value and impact of information. Bowker Saur, 1994. Z674.5 G7 V35 1994
Ch 1(Value); Ch 5(Impact of services)

Copies in folders

(Lib)Burk, Cornelius F and Forest W. Horton. InfoMap: a complete guide to discovering corporate information resources. Prentice Hall, 1988. T58.64 B871 1988
Chapter 3 (Measuring costs and assessing value)

CN has: 3

(Lib)Taylor, Allan and Stephen Farrell. Information management for business. Scarecrow, 1995. HD30.213 T39 1995
Chapters 10, 11 (Information mapping and information economics)

CN has a copy of this book

(Lib)Auster, Ethel and Chun Wei Choo. Managing information for the competitive edge. Neal-Schuman, 1996. HD30.2.M363 1996
Part V: Assessing Value (particularly: Broadbent, p.393-- and Davenport et al, p.347--)

CN has: Broadbent and Davenport articles

(Folder)Whitten, Bentley and Ho. Systems analysis and design methods. Times Mirror, 1986. Section D: Feasibility and Cost Benefit Analysis Techniques.

CN has copy of this book

(Lib)Maguire, Carmel, Edward J. Kazlauskas and Anthony D. Weir. Information services for innovative organizations. Academic Press, 1994. HF54.5 M34 1994.
Ch 3 (Info Services -- Fundamental Issues)

CN has: 3

(Reader)Abels,Eileen, Paul Kantor, and Tefko Saracevic. Studying values and costs of library and information services: functional cost analysis. JASIS 47:3 (1996) 217-227.

(Reader)Saracevic, Tefko and Paul Kantor. Studying the value of library and information services: framework and methodology. JASIS 48:6 (1997) 527-542.

Marketing -- Assigned Readings:
(Lib)St Clair, Guy. Customer service in the information environment. Bowker Saur, 1993. Z674.4 S8 1993
Ch 5 (Marketing services); 9 (Marketing Information System);10 (Service plan)

(Lib)Berry, Leonard and A. Parasuraman. Marketing services: competing through quality. Free Press, 1991. HF5415.5 B48 1991

(Folder)Journal of Service Marketing Vol 6 nos 1& 2. Articles 13-14-15.

(Folder)Gorchels, Linda. Trends in marketing. Library Trends (1995)

(Lib)Cronin, Blaise, ed. The marketing of library and information services. ASLIB, 1981. Z674.5 U5 M38

Evaluation of Services -- Assigned readings:
(Lib)Feeney, Mary and Maureen Grieves. The value and impact of information. Bowker Saur, 1994. Z674.5 G7 V35 1994
Ch 5 (Impact of services)

(Reader)McClure, Charles. Output measures, unobtrusive testing and accessing the quality of reference services. In: Evaluation of reference services. Bill Katz and Ruth Fraley, eds. Haworth Press, 1984. (Lib)St Clair, Guy. Customer service in the information environment. Bowker Saur, 1993. Z674.4 S8 1993
Ch 12 (Standards & evaluation)

(Lib)Baker and Lancaster, F.W. Measurement and evaluation of library services. 2nd ed. Information Resources, 1991. Z678.85 B36 1991
Ch 8,9 (copies in folder)

(Lib)Hernon, Peter and Charles McClure. Evaluation and library decision making. 1990. Z678.85 H47 1990
Ch 1(use of evaluation); 4-5 (steps & techniques); 8 (performance measures); 9 (library reference services)

(Lib)Hernon, Peter and Charles McClure. Unobtrusive testing and library reference services. Ablex, 1987. Z711 U571 1987.

Further Reading:Value and Costing of Services
(Internet document)Kantor,Paul and Tefko Saracevic et al. Studying costs and value of library services: final report. Rutgers University Technical Report (ftp://scils.rutgers.edu/pub/APLAB/cost.value.study)

(Lib?)Horton, Forest W. Analyzing benefits and costs: a guide for information managers. Ottawa: International Development Research Centre, 1994. Z674.4 H66 1994

(Lib)McClure, Charles. Internet costs and cost models for public libraries; final report. US Natl Comm on Libraries and Information Science, 1995. Z731 M42 1995

Folders:
Abels, Eileen. Pricing of electronic resources: interviews. JASIS 47:3 (1996) 235-246.

Danilenko, Gene. Activity based costing for services: the corporate information center. Special Libraries (Winter 1994)

Hayes, Robert M. Cost of electronic reference resources and LCM: Library Costing Model. JASIS 47:3 (1996) 228-234. (Folders)

Koenig, Michael. Information services and downstream productivity. ARIST 25 (1990) 55-86.

Olaisen, Johan L. Pricing strategies for library and information services. Libri 39:4 (1989) 253-274.

Repo, Aatto J. The value of information : approaches in economics, accounting and management science. JASIS 40:2 (1989) 68-85.

Saracevic, Tefko and Paul Kantor. Studying values....Part II: Methodology. JASIS 48:6 (1997) 543-563.

Taylor, R.S. Value added processes in the information life cycle. JASIS (Sept 1982)

Further Reading -- Evaluation and Measurement:
(Lib)Bawden, D. User oriented evaluation of information systems and services. Gower, 1991.
Z674.2 B39 1990 (overview of evaluation techniques)

(Lib)Katz, Bill and Ruth A. Fraley. Evaluation of reference services.. Haworth Press, 1984 Z711 E921 1984

(Lib)Tague-Sutcliffe, J. Measuring information: information service prospective. Academic Press, 1995. Z669.8 T345 1995.

(Lib)Van House, et al. Measuring academic library performance. ALA,1990. Z675 U5 V35 1990
 

Folders:
Bawden, D. User oriented evaluation of information systems and services. Gower, 1991. Z674.2 B39 1990.
Chapter 7: Evaluation of information services. (photocopy)

D'Elia, G. Patrons use and evaluation of library services. LISR (1985)

D'Elia, G. Comparative assessment of use and evaluations. LISR (1987)

D'Elia, G. User satisfaction as a measure of performance: ALA preconference. (1980)

D'Elia and Walsh. User satisfaction with library services. Library Quarterly (1983)

Garrod, Penny and Margaret Kinnell. Performance measurement. Libri. v46 (1996)141-148.

Su, L.T. Evaluative measures for interactive information retrieval. Info Proc & Mgmt. 28(4) (1992) 503-516.

Suchman, Edward A. Evaluative research. Russell Sage, 1967. Ch. 3 photocopy

Weiss, Carol H. Evaluation research. Prentice-Hall, 1972. Ch 1 photocopy

Widdows, et al. Focus group interview. College & Research Libraries. 52:4 (July 1991) 352-359.