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Holt, Glen E. "Asking the Right but Hard Questions." Public Library Quarterly, Vol. 24, no. 2, 2005. p. 77-82.
---- "What Makes a Library Great?" Public Library Quarterly, Vol. 24, no. 2, 2005. p. 83-89.
Matthews, Joe. "The Library Balanced Scorecard: Is it in Your Future?" Public Libraries, Vol. 45, no. 6 (Nov/Dec 2006) p. 64-71
Rudasill, Lynne M. 2009. "Strategic Visioning: International or Global - The Expanding Universe of Librarianship." portal: Libraries and the Academy, vol. 9, no. 4, p.511-5.
Service Quality Evaluation Academy gives librarians the tools they needs to collect and analyze both qualitative and quantitative data. This information is essential for planning future transformations and assesing current progress.
Pantry, Sheila, and Peter Griffiths. How to Give Your Users the LIS Services They Want. London: Facet, 2009.