2. Types of Assessment Satisfaction of the customer. Satisfaction of the worker. Workflow effectiveness and speed. Service delivery effectiveness and speed. Cost benefit analysis. Legality of actions performed. Social justice and ethics.

3. Assessment Instruments Surveys Focus groups Web usability studies Secret shopper Specific testing Best practices Service level agreements

4. Assessment Instruments continued Balanced Scorecard (an array of assessment tools in four areas) Financial – How does the library look to stakeholders? Customer – How do customers see the library? Internal – In what areas must the library excel? Innovation and learning – Can the library continue to improve and create value?

5. ARL New Measures Program User satisfaction Market penetration Ease and breadth of access Library impact on teaching and learning Library impact on research Cost effectiveness of library operations and services Library facilities and space Organizational capacity

6. ARL New Measures Program LibQUAL+™ is a rigorously tested Web-based survey that libraries use to solicit, track, understand, and act upon users' opinions of service quality. The DigiQUAL™ project is modifying and repurposing the existing LibQUAL+™ protocol to assess the services provided by digital libraries.

7. ARL New Measures Program MINES for Libraries™ is an online transaction- based survey that collects data on the purpose of use of electronic resources and the demographics of users. Climatequal

8. Collectively all three are under the name StatsQual See http://www.arl.org/stats/initiatives/index.shtm

9. ARL New Measures Program Assessment conference proceedings http://www.libraryassessment.org/archive/

10. Building an Assessment Program Leadership Who does it (individual, committee) Infrastructure (measurement and evaluation skills, data collection methods, sampling, analysis software) Library culture (political process, positive deviance) Environment and constituencies Rewards and incentives