Purpose. This paper details initiatives used by the Open University Library in comprehensively evaluating its electronic information services (EIS). It sets the context within the Open University and details how the Library's performance measurement has developed since 1999, tools and systems used for capture of data and the use of quantitative and qualitative data within the Library for operational and strategic planning. Methodology/approach. A case study approach has been used to outline work undertaken within the Library. Findings. The findings of the report detail the dangers inherent in the gathering and use of data. Future issues and initiatives are outlined. Originality/value. The paper seeks to provide examples of innovations in evaluation systems and the use of data within the Open University that could serve as illustrations of the potential benefits of this type of work for other libraries.
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