winshih石文渊-universityofillinoislibrary.ppt

Listening to Customers 倾听读者的意见 Surveys to measure customer expectations用户调查来衡量用户服务的期望 Focus group interviews 焦点小组访谈 Mining the automated systems自动化系统的 资料采集 Other ways 其他评价的方法 * Public libraries, outcomes and quality of life公共图书馆及其成果对生活品质的影响 /measure/compendium/ International Institute for Sustainable Development – Sustainability Indicators 国际可持续发展研究所- 可持续性指标 Libraries Enrich Life图书馆分富生活 * Decision about which indicates to use to measure quality of life by state or community is result of neighbor meetings or visioning project to provide consensus about important variables that contribute to community’s definition of well being 使用哪些指标来衡量一个国家或社会的生活质量完全是由邻居会议产生的结果或者远景规划项目从而对有助于为社会福利做出贡献的重要因素达成共识。 Libraries Enrich Life图书馆分富生活 * Jacksonville, Florida Quality of Life Project – library circulation is an indicator (/) Libraries Enrich Life图书馆分富生活 * The Quality of Life Progress Report includes over 100 indicators that reflect trends in nine external environments 生活质量的进度报告，包括反映9项外部环境的趋势的100多个指标 education; economy; environment; social wellbeing; arts, culture, and recreation (library circulation per person); health; government; transportation; and safety.? 教育，经济，环境，社会福利;艺术，文化，娱乐,保健，政府，交通和安全。 Libraries Enrich Life图书馆分富生活 * Libraries Enrich Life Fate of most public libraries in U.S. is entirely a local matter在美国大部分公共图书馆的命运完全是由所在地决定的 * Suggested readings参阅书目： Demonstrating results: using outcome measurement in your library? by Rhea Joyce Rubin, Public Library Association 2006 The New Planning for Results by Sandra Nelson，Public Library Association 2001  * Thank You! 谢谢! Questions Answers 提问和回答 * ●图书馆绩效评价的方法、效果、存在问题。 * 二、评价的内容-What need to be assessed? ? 图书馆的资源，比如藏书量（size） ? 图书馆的传统服务：编目、咨询（size, cataloging, circulation) ? 图书馆使用情况-借阅量：网络资源的使用。Operating Revenue and Expenditures (headcount, use) ? 用户对图书馆的满意程度User satisfaction ? 图书馆服务的效果Outcome of the library service ? 图书馆服务的经济效益value of library services * * Sections include: role and purpose, leg