Structuring of an evaluation model of informational services in a library of an educational institution

Abstract

This study aims to structure an evaluation model of informational services performed by the library of an educational institution. To this end, the Multicriteria Methodology for Decision Support-Constructivist (MCDA-C) was used, obtaining, as main results: (1) the identification of 41 Primary Elements of Evaluation (PEEs) and 75 Concepts, which resulted in five areas of concern; (2) the identification of five performance indicators of the "Basic Services", being one descriptor with “Commitment” performance, three descriptors with “Market” performance and one descriptor with “Excellence”; and (3) the proposition of improvement actions through the 5W2H technique.

Keywords

• informational services
• performance evaluation
• Multicriteria Methodology for Decision Support-Constructivist (MCDA-C)
• service management
• library