These are quotes from information service managers taken from my recent research and consulting work, including extensive reviews of information and library service agencies. They typify the frustrations that information specialists have in demonstrating their value in the way often required by senior management. Traditional evaluation approaches developed by librarians and information scientists emphasise techniques which provide necessary indicators of output and operational efficiency. These need to be complemented by techniques which seek to identify the benefits of those information services to the organisation in terms which have meaning to both senior management and users.
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