Utvärderingsmodeller, Hur några av Göteborgs universitets- och högskolebibliotek har utvärderat sina IT-tjänster
The main subject with this master thesis is to take a closer look on how some of the university libraries of Gothenburg have evaluated their electronic services (such as search-systems, Internet-based services, CD-ROM etc.). The information technology has made its way into the library field during the past century and needs to be evaluated and quality measured to ensure the best possible service to the users. Since evaluation of electronic services is a new area in the evaluation field, some problems has arisen in terms of choosing evaluation strategies and finding the appropriate performance indicators for the evaluation process. The main questions asked in the thesis are; - Which are the most common theoretical strategies for evaluation? - How do some of the university libraries of Gothenburg perform evaluation in practice? - How does the various strategies for evaluation apply to the context of this thesis? The results show that specific strategies for evaluation aren't used in the reports discussed in this thesis. The results also show that there are problems with choosing evaluation strategies and indicators when evaluating electronic services. Authors such as Vedung, Zetterlund, Erens and Lancaster among others are presented in the thesis. Their work combined with results from collected evaluation reports from the university libraries and interview-material, is analysed and put together to put the new aspects on evaluation in context.