"Assessing Information Needs: Managing Transformative Library Services" by Robert J. Grover, Roger C. Greer, John Agada

This book was written to provide the rationale for community analysis, a model for gathering community data, and a process for analyzing data and applying it to the management of an information agency. The book explains why information professionals should customize services, as well as the "how to" of collecting data. A model for gathering community information is described, applied, and demonstrated through a case study. The book shows how such information is interpreted and used to plan information services that are transformative for individuals and groups in the case-study community, providing lessons that readers can use with their own institutions.

Rooted in a philosophy of customer service, the method presented here is perfect for public, school, academic, and special libraries or other types of information agencies.

CONTENTS
Acknowledgments
1. Introduction
Chapter Overview
The Need for This Book
Our Knowledge Society
Managing for Change
Knowing Your Clientele
Audience
Focus of the Book
Overview of the Chapters
2. Libraries in Society—Past and Present
Chapter Overview
A Brief History of Library Services
The Evolution of Library Services
Emergence of a New Service Paradigm
The Global Information Infrastructure
The Role of Library and Information Professionals in the Information Infrastructure
Current Changes in Society: Implications for Information Services
Levels of User-Centered Services
The Influence of Technology on Information Services
Suggested Reading on the History of Libraries
3. Knowledge Systems in Society
Chapter Overview
Definitions
Community Information and Knowledge Infrastructure
Social Knowledge and Information Services
Elements of a Community Knowledge Infrastructure
Formal and Informal Knowledge Systems and Resources
The Relationship of Information Resources to Knowledge Systems
Use as the Interface of Formal and Informal Knowledge Systems
Implications for Assessing Information Needs and Customizing Information Services
4. The Theoretical Framework for Community Analysis
Chapter Overview
The Role of the Information Professional
The Service Cycle
The Diagnostic Process in Information Services
The Definition of “Community Analysis”
Evolution of the Greer Community Analysis Model
Component Parts of the CARI Model
Adapting to Community Change
Community Change Requires Understanding the Past and Present
Social Science Theories Are Necessary for Effective Analysis of a Community
The Science of the Information Professions
Information Psychology
The Sociology of Information
5. Gathering Data for Decision-Making
Chapter Overview
Reader Studies
Studies of Information Needs
Environmental Scanning
Community Analysis
Information Use Studies
The Use of Qualitative Research Methods and Intuition
When To Use Surveys—and When Not To Written Questionnaires
Interviews
Focus Groups
When Not to Use Surveys
Using the Internet to Gather Community Information
Using Registration Data
6. The Information Needs of Individuals
Chapter Overview
Definition of Individuals
Principles of Information Psychology
Behavioral Processes of Information Psychology
Theory Supporting Information Psychology
The Environmental Context for Information Psychology
Locating Data for Individuals
Library Registration Files
Census Data
Using the Internet
7. Studying the Information Needs of Groups
Chapter Overview
Identifying Groups in a Community
Sources of Information
Examples of Groups
What You Want to Know
Implications for Library and Information Services
Summary
Reference
8. Studying the Information Needs of Agencies
Chapter Overview
Definition of Agencies
Sources of Information
Identifying Agencies
Examples of Agencies
Implications for Library and Information Services
9. Lifestyles
Chapter Overview
Definition of Lifestyles
Exploring Culture in a Community
History
Values
Customs
Topographical Features
Climate
Leisure Activities
Transportation and Traffic Patterns
Communication
Community-ness
Economic Life
Social Issues
10. Implementing a Community Analysis
Chapter Overview
Organizing to Gather Data
Whom to Involve
Organizing into Teams
Community Analysis
Collecting Data on Individuals, Groups, Agencies, and Lifestyles
Library Resource Analysis
What Do The Numbers Mean?
Public Libraries
School Libraries Media Centers
Universities and Colleges
Special Libraries
Case Study
Introduction to the Library District
The Workshop
11. Extrapolating Meaning from Community Analysis Data
Chapter Overview
What the Data Tell Us
Individuals
Case Study Results
What the Data Mean for Library Services
Groups
Agencies
Agencies Case Study
Implications for Information Services
Lifestyles
Lifestyles Case Study
Lifestyles Summary
Map Case Study
Registration File Case Study
Shelf List Data Case Study
A Review of the Community Analysis Process
12. Planning Information Services
Chapter Overview
Conceptualizing Information Services
Functions of Information and Library Services
Information and Library Services Functions Summary
Levels of Service
Putting It All Together: The Role of the Professional
Applying Data to Service Scenarios
13. Issues in Implementation
Chapter Overview
Today’s Business Environment
Leading Change
Implementing a System for Change
Retaining Customers
The Challenge Ahead
References
Appendix A: Educational Attainment for the Six Communities
Appendix B: Brighton Businesses by Category
Appendix C: Brighton’s History
Appendix D: Case Study Chronology
Appendix E: Case Study Survey Questions
Selected Bibliography
Index