The first edition of this book won the American Library Association's G.K. Hall Award in 1989. This second edition gives an up-to-date review of current research into evaluation techniques appropriate to all aspects of reference and document delivery services. This edition has been updated and includes a new chapter on the evaluation of bibliographic instruction activities, as well as new material and case studies. The sections on evaluation of resource sharing, cost-effectiveness and cost-benefit studies are substantially extended.