WorldCat Identities

Hernon, Peter

Overview
Works: 77 works in 592 publications in 1 language and 34,351 library holdings
Genres: Directories  Use studies  Abstracts 
Roles: Author, Editor, Other
Classifications: Z711, 025.5
Publication Timeline
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Most widely held works by Peter Hernon
Assessing service quality : satisfying the expectations of library customers by Peter Hernon( Book )

41 editions published between 1998 and 2015 in English and held by 2,353 WorldCat member libraries worldwide

"Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries." "The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations."--Jacket
Outcomes assessment in your library by Peter Hernon( Book )

14 editions published between 2001 and 2002 in English and held by 1,260 WorldCat member libraries worldwide

Provides data collection tools for measuring both learning and research outcomes that link outcome to satisfaction. Will enable user to plan an outcome strategy for the library that is in line with accrediting guidelines; to excute a plan by identifying user needs, collecting and analyzing data and presenting your findings and measure the value of the services being provided and identify areas for improvement
U.S. Government on the Web : getting the information you need by Peter Hernon( Book )

25 editions published between 1999 and 2003 in English and Undetermined and held by 1,205 WorldCat member libraries worldwide

Provides invaluable information resources for the American public and the international community. Covers options for conducting a search, using search engines, searching for a type of information resource (statistics or maps), or a selected subject (e.g. electronic commerce or genealogy)
Outcomes assessment in higher education : views and perspectives( Book )

8 editions published in 2004 in English and held by 981 WorldCat member libraries worldwide

This book provides a unique perspective on the discussion of educational quality as reflected through outcomes assessment -- or the application of student outcomes and student-learning outcomes to ensure institutional effectiveness -- with its broad, cross-disciplinary approach. It focuses on assessing institutional quality and effectiveness, as well as responding to the increased demand for greater accountability at all levels of institutional activity. Contributors include individuals from assessment associations and regional accrediting bodies, faculty members who have prepared plans for implementation of outcomes assessment, and librarians engaged in such assessment, providing a unique variety of viewpoints. Concrete examples offer practical guidance in determining assessment options and establishing and applying assessment programs. - Publisher
Delivering satisfaction and service quality : a customer-based approach for libraries by Peter Hernon( Book )

13 editions published between 2000 and 2009 in English and held by 897 WorldCat member libraries worldwide

"Step-by-step, Delivering Satisfaction and Service Quality will show you how to implement a unique and effective customer service plan that ensures the satisfaction and loyalty of your customers. Written by two experts, this resource will help you to understand the expectations of your customers; devise a customized plan that directly relates to customer needs; and use technology to achieve your goals, analyze your data, and present your results." "In a time when information needs are changing every day, Delivering Satisfaction and Service Quality offers practical and proven strategies for building long-term loyalty to the library."--Jacket
Public access to government information : issues, trends, and strategies by Peter Hernon( Book )

22 editions published between 1984 and 1996 in English and held by 888 WorldCat member libraries worldwide

Revisiting outcomes assessment in higher education by Peter Hernon( Book )

6 editions published in 2006 in English and held by 834 WorldCat member libraries worldwide

Revisiting Outcomes Assessment in Higher Education compliments rather than updates Hernon and Dugan's 2004 Outcomes Assessment in Higher Education. As with its predecessor, it offers a cross-campus diversity of voices: contributors hail from various segments of higher organizations, an academic vice president, academic deans, a higher education consultant, faculty members, and librarians. Individually, they shed light on how their corner of the higher education universe views, facilitates, and substantiates outcomes assessment. Together, they document what is known about outcomes assessment in the middle of the first decade of the new century, as institutions and their programs take ever-firmer steps from anecdotal evidence to more rigorous diagnosis and reporting
Service quality in academic libraries by Peter Hernon( Book )

13 editions published between 1995 and 1996 in English and held by 589 WorldCat member libraries worldwide

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations
Reflecting on the future of academic and public libraries by Peter Hernon( Book )

27 editions published between 2012 and 2013 in English and Undetermined and held by 582 WorldCat member libraries worldwide

Academic and public libraries are much different today than they were even 15 years ago. And with even bigger changes on the horizon, what lies in store? In this systematic attempt to speak to academic and public librarians about the future of library services, Hernon and Matthews invite a raft of contributors to step back and envision the type of future library that will generate excitement and enthusiasm among users and stakeholders
Improving the quality of reference service for government publications by Charles R McClure( Book )

5 editions published in 1983 in English and held by 579 WorldCat member libraries worldwide

Viewing library metrics from different perspectives : inputs, outputs, and outcomes by Robert E Dugan( Book )

5 editions published in 2009 in English and held by 552 WorldCat member libraries worldwide

The next library leadership : attributes of academic and public library directors by Peter Hernon( Book )

11 editions published in 2003 in English and held by 524 WorldCat member libraries worldwide

"This much needed work addresses a topic of increasing importance and urgency: the shortage of individuals attracted to professional careers in librarianship, and the subsequent consequences for leadership positions, particularly library directorship. Through extensive interviews and a thorough review of the existing, literature, the authors - all highly respected for their exceptional leadership and contributions to library science - assess what constitutes effective leadership and identify the traits needed by the next generation of academic and public library directors. An important contribution to the field of library and information science, this study is essential reading for anyone in the profession."--Jacket
Statistics for library decision making : a handbook by Peter Hernon( Book )

15 editions published between 1989 and 1993 in English and Undetermined and held by 523 WorldCat member libraries worldwide

Evaluation and library decision making by Peter Hernon( Book )

11 editions published between 1990 and 1994 in English and held by 475 WorldCat member libraries worldwide

Getting started with evaluation by Peter Hernon( Book )

12 editions published in 2014 in English and held by 474 WorldCat member libraries worldwide

This workbook for managers at academic and public libraries presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure. It also features a detailed list of sources for metrics and concrete examples of evaluation in practice
Making a difference : leadership and academic libraries by Nancy Rossiter( Book )

9 editions published in 2007 in English and Undetermined and held by 433 WorldCat member libraries worldwide

Improving the quality of library services for students with disabilities by Peter Hernon( Book )

11 editions published between 2005 and 2006 in English and Undetermined and held by 414 WorldCat member libraries worldwide

Adaptive technologies. Anti-discrimination laws. Equity and compliance issues. In-house policies (and politics). All of these support, in one form or another, the development and promotion of appropriate services for students with physical, learning, or, increasingly, psychological disabilities. But what of service quality? To date, there is a dearth of literature--in marketing, library and information science, and other disciplines--that applies quality assessment instruments to programs for special student populations. Not until now has anyone compared the expectations of such students with their perceptions of how well a given service meets their needs. Peter Hernon, Philip Calvert, and their colleagues--Kathleen Rogers, Todd K. Herriott, and Ava Gibson--discuss the circumstances affecting services for the disabled, and provide two versions of a data collection instrument, loosely based on SERVQUAL, that individual institutions can modify to reflect their particular needs and situations. International in scope, it incorporates the perspective of university attorneys and compliance officers, as well as descriptions of successful initiatives by senior library administrators in the U.S. (Larry Hardesty, Rush G. Miller, Sarah Hamrick, and Jennifer Lann) and New Zealand (Helen Renwick, Philip Jane, and John Redmayne.) Improving the Quality of Library Services for Students with Disabilities will assist libraries and other service components of academic institutions to adopt a proactive position, as well as challenge staff assumptions of service expectations and information needs
United States government information : policies and sources( Book )

3 editions published in 2002 in English and held by 351 WorldCat member libraries worldwide

CD-ROM contains: Reprints of selected key documents -- Digitized versions of selected out-of-print historically significant documents -- Examples to clarify text -- Tutorials -- Exercises -- Practice questions and answers
Users of academic and public GPO depository libraries by Charles R McClure( Book )

4 editions published in 1989 in English and held by 311 WorldCat member libraries worldwide

Shaping the future : advancing the understanding of leadership by Peter Hernon( Book )

8 editions published in 2010 in English and Undetermined and held by 173 WorldCat member libraries worldwide

"This book conveys the rich study findings about leadership in the profession based on case studies and scenario plans written by doctoral students in the Simmons program in Managerial Leadership in the Information Professions, and takes the lessons from this research to advocate further research in library and information science"--Jacket
 
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Outcomes assessment in your library
Alternative Names
Hernon Dan Peter 1944-....

ハーノン, ピーター

Languages
English (255)

Covers
Outcomes assessment in your libraryU.S. Government on the Web : getting the information you needOutcomes assessment in higher education : views and perspectivesDelivering satisfaction and service quality : a customer-based approach for librariesPublic access to government information : issues, trends, and strategiesRevisiting outcomes assessment in higher educationService quality in academic librariesViewing library metrics from different perspectives : inputs, outputs, and outcomes