As the speed with which libraries are changing seems to be ever increasing, evaluation and assessment are even more necessary to ensure quality service and decision-making support and often to acquire financial support for programs. Practicing librarians may find themselves asking questions regarding the roles of their libraries. Are we providing quality service? Are we providing the right services? Can we improve? How do we compare? Librarians are also often expected to explain or defend their library, their budget, their programs. Evaluation may provide the necessary data to support decisions and assist librarians in navigating through changes. This book is an excellent tool for those starting down the path of formal evaluation or assessments.
The author of this work, Rosalind Dudden, AHIP, FMLA, has been an active participant in the Medical Library Association (MLA) Benchmarking Network initiative for the past ten years and spent two years of research in writing this book. Dudden was awarded a National Library of Medicine (NLM) grant for scholarly works in biomedicine and health in support of this project. The result is an excellent book on evaluation and assessment methods for libraries.
Part 1, “Evaluating Library Quality and Performance,” is composed of three chapters that give the basis for evaluation. The author discusses the importance of evaluation and the ways in which it can be used (planning, improvement, decision making, etc.). This section also provides definitions of various methods and, perhaps most importantly, the idea of developing a culture of assessment. A culture of assessment is “a culture that is customer focused and uses assessment systematically” (p. 20). This phrase is used throughout the book, as is the notion of total quality management (TQM), which is a “management strategy aimed at embedding awareness of quality in all organizational processes” (p. 447). This section also provides a discussion of the limitations of measurement. The book is organized so that readers can jump directly to the chapter covering the type of evaluation they need, but these first three chapters lay the groundwork for much of the discussion occurring throughout the rest of the text.
“Working with Evaluation Methods” is the title of part 2. This section includes a separate chapter on each evaluation method (needs assessment, quality improvement, benchmarking, performance standards, outcome measurement). Each chapter provides a nicely written introduction to the type of measurement, often including historical information that sets the stage for understanding the method to be discussed. For example, in chapter 6, the author mentions the history of benchmarking, a concept introduced by Xerox in the late 1970s (p. 129). She also goes on to reference the birth of the term itself as used by carpenters or surveyors as a “mark on a bench or pole [that] became the standard or measure for future repetitions.” These introductions lead into concise descriptions of a method as well as information about when and how each method is used.
Most chapters contain step-by-step instructions. Chapter 8, “Outcome Measurement,” for instance, describes fourteen steps using a logic model to start the process. A real-life example is included in some of the chapters. At the end of the chapter on quality improvement, the author provides an example from a hospital library on improving the decision-making process for journal cancellations and additions. Having the instructions followed by a genuine use of the method is enormously helpful in understanding the utility and application of the various methods. Workbook pages are also provided at the end of each chapter to guide readers through the process of evaluation. Librarians who have never participated in an evaluation project could use this information along with the introductory chapters to begin the process. Chapter 9 covers other systems for quality improvement and evaluation. It includes brief information on the five Ss, Kaizen, six sigma, and others. This chapter defines each method and provides information on its use and brief commentary.
Part 3 is called “Tools for Doing Evaluations.” Readers might find chapter 10 one of the most useful in the book, as it provides information on data collection and analysis methods. This includes well-written information on planning and design of questionnaires, types of questions to ask, determination of your population, descriptions of sampling methods, and much more. Also included are discussions of statistical concepts such as correlation, ratios, central tendency, etc. An example of its application is provided with each of these. Another chapter in this section focuses on communication during the evaluation process and includes an evaluation report template, information on presentations, PowerPoint tips, effective work on teams, etc.
The CD-ROM provided with the book is organized with a contents section linking to the related chapters from the book and is packed full of informative documents. The CD contains the workbook section included in print at the end of each chapter in part 2. Having this file available for downloading from the CD makes the workbook section all the more useful. For example, if a librarian were preparing to perform a needs assessment, the chapter in part 2 on this method provides background information as well as instructions, and the workbook file on the CD can potentially springboard a reader into action. The CD also includes some real life examples, such as the survey questions, results, and summary report outline from one library that underwent a needs assessment; the data definitions and data worksheets as well as success stories from the MLA Benchmarking Network; the “Librarian's Guide to a JCAHO Accreditation Survey” by Margaret Bandy; a sample logic model worksheet from the National Network of Libraries of Medicine; links to the online evaluation publications from the University of Wisconsin; and more.
This book is well organized with plenty of references for background and additional reading. The introductory chapters logically build on each other. Readers could skip to a chapter on the assessment they are interested in but would find it useful to read the first three chapters for a foundation. Throughout the book are gray boxes in the margins of most pages that give readers quick definitions, interesting facts, background information, references for additional reading, and pointers to the related portions of the accompanying CD. The book also contains a glossary of terms and an index.
Using Benchmarking, Needs Assessment, Quality Improvement, Outcome Measurement, and Library Standards is an extremely useful book for any librarian embarking on an evaluation project for the first time. Indeed, it may also be useful to those who have experience in this area. The author gives advice throughout the book directed to small libraries and, in fact, has dedicated the work to hospital librarians. Beginning a project involving evaluation may seem overwhelming, particularly to solo librarians. This clearly written book provides a guide with step-by-step instructions for each of the methods covered. It is the perfect place to start for any librarian contemplating this type of project.