Joseph R MatthewsJoseph R. Matthews is a consultant specializing in strategic planning, assessment, evaluation of library services, customer service, use of performance metrics, and the balanced scorecard. He is the author of several books, including The Customer-Focsed Library, Strategic Planning and Management for Managers, and Measuring for Results; and the coauthor (with Peter Hernon) of Reflecting on the Future of Academic and Public Libraries, Listening to the Customer, and other books. Read More Read Less
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