- Provides guidance on library evaluation, monitoring and methods- Provides practical examples and customer surveys- Applies economic methods to library management
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List of figures, tables and boxes
About the authors
Chapter 1: What is benefit assessment?
Are we doing the right things?
Chapter 2: Libraries and the surrounding world
Developing a stakeholder model
The present situation
Chapter 3: Goals, mission statements and methods
Choice of method
Benefit shown in a matrix and diagram
The goals are not financial
Chapter 4: Financial benefit assessment
Chapter 5: Cost-benefit analysis of one-time investments
Background and purpose
Description of the solution
Calculation of the time for the investment to be paid back using payback period and ROI
Chapter 6: Customer surveys
The library's image
Identity and profile
Narrative method and storytelling
Storytelling and libraries
Customer survey 1
Customer survey 2
Chapter 7: The persona method
How to create personas
Chapter 8: The balanced scorecard
Concept and background
Examples of metrics
Appendix 1: Cost-benefit analysis
Appendix 2: Gothenburg City Library users' survey
Appendix 3: 2008 Attitudes and Knowledge Survey of Gothenburg City Library
Viveca Nyström is a consultant, and former manager of a special library in Gothenburg, Sweden. Viveca is also co-writer of a book about Records Management, which is vital reading for academic courses for archivists in Sweden.
Linnéa Sjögren is a librarian at Chalmers Library, at the Chalmers University of Technology, Sweden. She is also Project Manager of Library24, a search tool for library services. She is former Project Manager of Ask the Library in Sweden. Linnéa is also a teacher and speaks regularly on issues concerning education 2.0.