Joseph R MatthewsJoseph R. Matthews is a consultant specializing in strategic planning, assessment, evaluation of library services, customer service, use of performance measures, and the balanced scorecard. He was an instructor at the San Jose State University Schoolof Library and Information Science. He is author of The Customer-Focused Library, The Evaluation and Measurement of Library Services, Scorecards for Results, Strategic Planning and Management for Managers, and Measuring for Results, and the coauthor (with Peter Hernon) of Listening to the Customer, among other books. Read More Read Less