Books by Peter Hernon

A thorough explanation of how a voice-of-the-customer program for libraries can give customers the opportunity to make their opinions known, enabling libraries to develop services that meet or exceed their patrons' changing expectations.

Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs.

The purpose of this volume is to supplement statistical textbooks and to inform library managers and library school students about the application of selected statistical tests and the interpretation of statistical findings.

Revisiting Outcomes Assessment in Higher Education complements rather than updates Hernon and Dugan's 2004 Outcomes Assessment in Higher Education.

This volume is issue-oriented. By showing that issues relating to topics such as access to government information resources, collection development, and administration are not unique to documents librarianship, it places selected topics in a wider context. The book's objectives are to identify and discuss critically important issues related to increasing access to government information resources, to offer solutions and recommendations by which government information resources and services can be made more effective, to encourage more assessments that examine issues across levels of government, to emphasize the importance and need for a research base related to government information resources and services, and to encourage a critical assessment of current practices and traditional assumptions.

For library managers, this book explains evaluation and assessment research and identifies the components of proper execution, such as planning, decision making, and accountability.

. . . the editors prevail upon students, scholars, information professionals and policy makers to study the issues further in order to deepen the understanding of government information and positively affect policy decisions. - Journal of Government Information

The definitive guide to U.S. government information on the Web has been expanded and updated with the latest information from the current administration, including material on the Department of Homeland Security, the Patriot Act, and the E-Government Act of 2002. Peter Hernon, one of the country's foremost authorities on government information, and his colleagues provide additional Web sites and offer valuable strategies for effectively accessing and using government information online.