... the evolution of thinking and practice in this area over the past three decades towards the idea of data-driven customer engagement. It then describes the evolution and use of an assessment and benchmarking process and tool which provide the needed information. Design/methodology/approach Literature review...

...Anthony McMullen Purpose – The purpose of this paper is to provide insights and commentary into issues encountered in maintaining and assessing library technologies and technology-based services with limited budgets and with limited personnel. Design/methodology/approach – Uses real-world...

...Michael A. Crumpton Purpose – This paper aims to discuss the importance of identifying the cost associated with using social media for library marketing efforts, as well as assessing the effectiveness of social media activities. Design/methodology/approach – This paper references articles...

...Michael Germano; Mildred L. Jackson Purpose Accreditation and other types of reports will continue to be required by libraries and other entities in higher education. However, the traditional means and methods of assessment for these reports can be limiting. The measures can be used...

...Larry Nash White Purpose This is the second of two papers on the benefits and challenges of human capital assessment. The purpose of this paper is to review the most common challenges that library administrators may encounter when developing and implementing a human capital assessment process...

...Larry Nash White Purpose The purpose of paper one of the two‐article series exploration of human capital assessment is to examine the strategies by which library administrators can assess and benefit the human capital performance of their library and to lay the groundwork for the discussion...

...Larry Nash White Purpose The purpose of this paper is to examine the needs to assess the value and impact of the intangible resources and efforts produced by the library. Design/methodology approach A literature overview is used to provide the background of intangibles assessment and its...

...Larry Nash White Purpose The purpose of this paper is to examine potential new uses of return on investment (ROI) in alternative methods for library assessment and valuation. Design/methodology/approach Uses examples of recent uses of ROI by libraries to identify potential new applications...