Designed as a quick shortcourse for administrators who want to maximize the impact of all information technologies in the support of teaching and learning.

Points of Departure encourages a return to empirical research about writing, presenting a wealth of transparent, reproducible studies of student sources. The volume shows how to develop methods for coding and characterizing student texts, their choice of source material, and the resources used to teach information literacy. In so doing, the volume advances our understanding of how students actually write. The contributors offer methodologies, techniques, and suggestions for research that move beyond decontextualized guides to grapple with the messiness of research-in-process, as well as design, development, and expansion. Serviss and Jamieson’s model of RAD writing studies research is transcontextual and based on hybridized or mixed methods. Among these methods are citation context analysis, research-aloud protocols, textual and genre analysis, surveys, interviews, and focus groups, with an emphasis on process and knowledge as contingent. Chapters report on research projects at different stages and across institution types—from pilot to multi-site, from community college to research university—focusing on the methods and artifacts employed. A rich mosaic of research about research, Points of Departure advances knowledge about student writing and serves as a guide for both new and experienced researchers in writing studies. Contributors: Crystal Benedicks, Katt Blackwell-Starnes, Lee-Ann Kastman Breuch, Kristi Murray Costello, Anne Diekema, Rebecca Moore Howard, Sandra Jamieson, Elizabeth Kleinfeld, Brian N. Larson, Karen J. Lunsford, M. Whitney Olsen, Tricia Serviss, Janice R. Walker

This guide provides library directors, managers, and administrators in all types of libraries with complete and up-to-date instructions on how to evaluate library services in order to improve them. It's a fact: today's libraries must evaluate their services in order to find ways to better serve patrons and prove their value to their communities. In this greatly updated and expanded edition of Matthews' seminal text, you'll discover a breadth of tools that can be used to evaluate any library service, including newer tools designed to measure customer and patron outcomes. The book offers practical advice backed by solid research on virtually every aspect of evaluation, including quantitative and qualitative tools, data analysis, and specific recommendations for measuring individual services, such as technical services and reference and interlibrary loan. New chapters give readers effective ways to evaluate critical aspects of their libraries such as automated systems, physical space, staff, performance management frameworks, eBooks, social media, and information literacy. The author explains how broader and more robust adoption of evaluation techniques will help library managers combine traditional internal measurements, such as circulation and reference transactions, with more customer-centric metrics that reflect how well patrons feel they are served and how satisfied they are with the library. By applying this comprehensive strategy, readers will gain the ability to form a truer picture of their library's value to its stakeholders and patrons.