Reasons for evaluation -- Identifying performance issues for evaluation: Internal/local sources ; Published sources -- Quantitive methods: Questionnaires: for and against ; Questionnaire design ; Sample sizes -- Qualitative methods: Focus groups ; Suggestion boxes ; Diary techniques ; Interviewing ; Observation --Pitfalls and progress -- Case studies and future developments: An example of fee-based service -- Performance measurement for the electronic library: What the electronic libraries does ; Identifying performance issues and performance indicators

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