Includes bibliographical references (pages 113-118) and index.

pt. 1. Performance measurement -- Definitions for performance indicators -- Developing performance indicators -- Data quality for performance measures -- Comparing performance indicators -- Measuring quality through sampling -- Performance indicators for electronic information services -- Process indicators -- pt. 2. Cooperation and collaboration -- The prisoner's dilemma -- Evolving strategies and norms behaviour -- Social network analysis -- Notes -- pt. 3. The Pareto rule and the problems of user satisfaction -- The growth of Google -- Fostering networks and communities of practice -- J-curves and the Pareto Law -- Bibliometric studies -- Impact factors -- Uses of Lorenz curves -- Final thoughts on user satisfaction -- pt. 4. Impact and cost evaluation -- Basic costing -- Rationing versus priority setting -- Charging and modelling effects on demand -- Immediate impact assessment -- Benefits in time saving -- Final thoughts on impact assessment -- Note -- pt. 5. Information and uncertainty -- Informational decision analysis -- Belief revision -- Problems with Bayesian inference -- Saving face and minimising regret -- Assessing probabilities and expected values -- Presentation of risk -- Final words on presentation of risk and benefits -- pt. 6. Forecasting and simulation -- Linear regression -- Multiple linear regression -- Estimating trends -- Logistic regression -- Queues and rationing -- Simulating the workflow.

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The book provides a practical approach to solving management problems in information and library services. The aim is to demonstrate that some simple mathematical techniques can be used to make the life of the harassed manager easier and more interesting. Focuses on the problems first, rather than the theoryUses current examples and hot TopicsEvidence-based: uses research studies to show what works and what does not.

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