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Top1. Introduction
In this paper is mentioned a methodology that evaluates offered services by correlating three important factors that characterize them: Users’ Satisfaction of a Service, Usage and Cost of this service. These factors are very important as they would be able to express clearly the efficiency and the purpose of a service in a Library organization.
Efficiency of a service could be described as correlation of three above parameters as:
Efficiency of a service = f (cost, usage, satisfaction)
The purpose is to find how we can use and correlate them and find a method to express efficiency of the examined service. Before starting studying these factors, it is necessary to define what services are offered to Library’s users. Below there is a typical list of categorized services offered in a modern Library (Papadimitriou, A. Gkotzamani, K. Tsiotras, G. and Ntinas, I.):
Technology
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Audio/ Visual equipment and facilities. Using of a smart interface through Internet to get access to digitized multimedia educational material that Library has in its collection.
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Computers and terminals in Library’s building for accessing on-line resources like OPAC, Database, e-journals
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Interlibrary Loan software and infrastructure for ILL and document delivery services
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Internet connectivity from Library’s building
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Lockers and Carrels
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Multimedia center
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Portal, Blog or at least Web Site of the Library
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Presentation room: Using of a fully equipped room for presentations
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Printing in the Library: Printings can be made on Library’s printers
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Using of photocopy machines: Copies can be made on Library’s photocopiers
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WiFi at Library’s building
Others
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Gift and donation Policy: Policy for books and other material donated to the Libraries.
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Guide to Locations and Map in Library’s building
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Lost and Found (Circulation Desk)
Collection services
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Access to electronic resources: Access to subscription databases and electronic journals from off and on-campus locations
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Acquisitions List: Recently cataloged library books and other materials.
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Acquisitions Order Forms: Order books, videos/laser discs/DVDs, etc. for the Libraries' collections.
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Audio/ Visual material
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Catalog Status Definitions: Definitions of messages in the “Status” box for materials in the online catalog.
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Catalogues of new books
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Collection Maintenance Department
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Collection of Reserved Material. Circulation of material that is always available for short-time circulation. It is not allowed to leave from Library’s building.
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Digital Resources Library: The Digital Resources Library provides multimedia for use in conference presentations, classroom teaching, and staff training (copyright-cleared for educational use).
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Government Documents Collection and Historical archives
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Micro-text (Microfilm, Microfiche, and Micro-cards) Collection of Newspapers, Magazines, reference material etc.
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Newspapers: Collection with most current issues of many major papers on paper or on microfilm format are shelved alphabetically in the appropriate room
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Online access to union catalogues and to catalogues of other Libraries (e.g., Zephyros system for Greek Academic Libraries)
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OPAC: Access to catalogue of the Library.
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Repository for grey literature and for thesis, master and PhD works
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Technical Services