1. 1 © Tefko Saracevic, Rutgers University Evaluation of library and information services (LIS): an overview Contexts Approaches Levels Requirements Measures Tefko Saracevic, Rutgers University

2. 2 © Tefko Saracevic, Rutgers University Why evaluate ? Importance of evaluation of LIS increasing, because: Social importance of information changing Transition from “just-in-case” to “just-in-time” model of service - stress on access Increased competition - many new players competing for resources Growth of electronic inf. resources & networks 4 Demands for justification growing by funders in practice & research

3. 3 © Tefko Saracevic, Rutgers University Broad context Role that LIS play related to: è SOCIETY - community, culture, discipline... è INSTITUTIONS- universities, organizations, companies... è INDIVIDUALS - users & potential users (nonusers) Roles lead to broad, but hard questions as to what context to choose for evaluation Each context demands different criteria, measures, methodologies

4. 4 © Tefko Saracevic, Rutgers University Context questions 4 Social: how well do LIS support inf. demands, needs & roles of society, community? – hardest to evaluate 4 Institutional: how well do LIS support institutional/organizational mission & objectives? – tied to objectives of institution – also hard to evaluate 4 Individual: how well do LIS support inf. needs & activities of people? – most evaluations in this context

5. 5 © Tefko Saracevic, Rutgers University Approaches to evaluation 4 Many approaches exist quantitative, qualitative … effectiveness, efficiency... each has strong & weak points 4 Systems approach prevalent Effectiveness: How well does a system perform that for which it was designed? Evaluation related to objective(s) Requires choices: – Which objective, function to evaluate?

6. 6 © Tefko Saracevic, Rutgers University Approaches (cont) 4 Economics approach: Efficiency: at what costs? Cost-effectiveness: cost for a given level of effectiveness 4 Ethnographic approach practices, effects within an organization, community learning & using practices & comparisons

7. 7 © Tefko Saracevic, Rutgers University Approaches... Distinction between: 4 Effectiveness: how well does a LIS achieve that for which it was designed? – relates to objectives 4 Efficiency: what are the costs in performing a LIS? – relates to $$$, time, effort … 4 Cost effectiveness: what are the costs for a given level of effectiveness – relates both effectiveness & efficiency

8. 8 © Tefko Saracevic, Rutgers University Levels of evaluation System- centered: 1. Engineering: hardware & software; reliability, errors 2. Input: contents, coverage 3. Processing: procedures, techniques, algorithms User- centered: 4. Output: search, interaction 5. Use & user: application to tasks; market; fitness-of-use 6. Social: effect on research, productivity, organization... Danger: isolation of levels

9. 9 © Tefko Saracevic, Rutgers University Requirements for evaluation Once a context is selected need to specify all five: 1. Construct A system, process, source – e.g. a given IR function or system; a Web site, a Dlib source 2. Criteria - to reflect objective(s) e.g. relevance, utility, satisfaction, accuracy, completeness, time, costs 3. Measure(s) - to reflect criteria precision, recall, various Likert scales, $$$,...

10. 10 © Tefko Saracevic, Rutgers University Requirements … (cont.) 4. Measuring instrument - judgments by users on relevance or on a scale; cost/function 5. Methodology - procedures for collecting & analyzing data 4 No evaluation can proceed if not ALL of these are specified! 4 Sometimes specification on some are informal & implied, but they are always there.

11. 11 © Tefko Saracevic, Rutgers University LIS functions 4 When evaluating we have to consider processes/functions Each function: different evaluation approaches 4 Major LIS functions: AVAILABILITY --acquisition of inf. materials & resources; holdings ORGANIZATION -- intellectual, physical ACCESS -- physical & intellectual – searching, retrieval OUTPUTS -- dissemination, use

12. 12 © Tefko Saracevic, Rutgers University Availability 4 Social: how good coverage? field; problem area; community u Criteria: representative, depth, breadth, up-to-date... u Measures: degree, duplication u Method: compare, survey 4 Institutional: how well inf. resources satisfy mission, needs, plans... ? education, research, work... u Criteria: matching, attributes u Method: survey, functional comparison, e.g. curriculum

13. 13 © Tefko Saracevic, Rutgers University Availability (cont.) 4 Individual: how well users served, satisfied ? u Criteria: awareness, expectations, satisfaction, success & failure rate u Measures: scales, branching diagrams (success or failure at each point of user action) u Methods: surveys, counting & statistical analyses, probability of success e.g. requests made/fulfilled

14. 14 © Tefko Saracevic, Rutgers University Organization 4 Processing level: How well is a collection/data base represented, organized? u Criteria: depth, breadth, type, relevance, quality, errors, time, effort, costs... u Measures: degree, precision, recall, quality benchmarks (standards), error rate, time/process, $$$... u Methods: comparative processing, user or expert evaluation, quality analyses, economic analyses

15. 15 © Tefko Saracevic, Rutgers University Access 4 Individual: How well did users interact with a service? 4 About users’ reactions to interaction with system u Criteria: accessibility, effort, convenience, facilities (ease, adequacy), staff (helpfulness efficiency), frustration, errors, difficulties... u Measures: scales, indicators u Methods: surveys, interviews, observations, experiments, transaction log analysis

16. 16 © Tefko Saracevic, Rutgers University Access: searching, retrieval 4 Individual: how well did users retrieve relevant answers? 4 Related to user needs, tasks But often concentrated on system algorithms, H-C interactions etc 4 Criterion: relevance A few others proposed, e.g. satisfaction 4 Measures: recall, precision Other: overlap, consistency, Likert scales 4 Methods: labs (TREC), observation,

17. 17 © Tefko Saracevic, Rutgers University Dissemination & use 4 Individual: How did users perceive results of use? 4 Related to users’ tasks u Criteria: cognitive (learning...), affective (satisfaction...), accomplishment (task), expectations (getting...), time (saving, worth...), money (cost value...) u Measures: scales, numbers u Methods: survey, interviews, critical incidence, impact estimate

18. 18 © Tefko Saracevic, Rutgers University Operational & quality criteria (Say, Seaman & Cohen) 4 Reliability - delivery of a LIS accurately & dependably correct answers, relevant consistency 4 Responsiveness - readiness to provide service minimizing turnaround, time callbacks 4 Assurance - knowledge, ability, courtesy of staff understanding of collection, technology providing individual attention

19. 19 © Tefko Saracevic, Rutgers University Quality criteria (cont.) 4 Access - sufficiency in staff, equipment, hours of operation waiting time access policies; location 4 Communication - informing & listening; language adjustment question negotiation teaching users; instructing 4 Security - freedom from danger, risk or doubt safety; confidentiality 4 Tangibles - physical facilities building etc. condition; layouts equipment condition

20. 20 © Tefko Saracevic, Rutgers University Branching method Total requests (T) Circulation (C) Library function (L) User function (U) Satisfied requests (S) Not acquired In circulation Library malfunction User malfunction Reasons for satisfying (or not satisfying) a known item request : success & failure analysis Satisfaction rate (percentage) = S/T

21. 21 © Tefko Saracevic, Rutgers University Branching... T = 437 C = 399 L = 347 U = 299 S = 245 Not acq.=38 In circul.= 52 Libr. malf. = 48 User malf. = 54 Example from a study of requests for specific books from an academic library

22. 22 © Tefko Saracevic, Rutgers University Branching... Calculation of perf. rates: Satisfaction rate = 245/437 =.56 = 56% Acquisition performance =399/437=91% i.e. library had 91 % of requested books Circulation perf. = 347/399 = 87% 13% of acquired books were in circulation Library perf. = 299/347 = 86% 14% of books not in circulation were not found because some library malfunction User performance = 245/299 = 82% 18% of books that were on the shelf were not found by users because of their error Satisfaction rate (by probabilities)=.91 (A) x.87 (C) x.86 (L) x.82 (U) =.56 or 56%

23. 23 © Tefko Saracevic, Rutgers University Conclusions 4 In practice need & importance of evaluation increasing 4 In research an ever present need new systems, approaches 4 Essential for improvements, decisions, resource allocation 4 But evaluation requires: commitment by management & staff; hard work financial & human resources knowledge how to do it continuous, not one-shot effort If we do not evaluate others will