1. Performance measurement; 2. Cooperation and collaboration; 3. The Pareto rule and the problems of user satisfaction; 4. Impact and cost evaluation; 5. Information and uncertainty; 6. Forecasting and simulation; 7. Conclusion.

pt. 1. Performance measurement
Definitions for performance indicators
Developing performance indicators
Data quality for performance measures
Comparing performance indicators
Measuring quality through sampling
Performance indicators for electronic information services
Process indicators
pt. 2. Cooperation and collaboration
The prisoner's dilemma
Evolving strategies and norms behaviour
Social network analysis
Notes
pt. 3. The Pareto rule and the problems of user satisfaction
The growth of Google
Fostering networks and communities of practice
J-curves and the Pareto Law
Bibliometric studies
Impact factors
Uses of Lorenz curves
Final thoughts on user satisfaction
pt. 4. Impact and cost evaluation
Basic costing
Rationing versus priority setting
Charging and modelling effects on demand
Immediate impact assessment
Benefits in time saving
Final thoughts on impact assessment
Note
pt. 5. Information and uncertainty
Informational decision analysis
Belief revision
Problems with Bayesian inference
Saving face and minimising regret
Assessing probabilities and expected values
Presentation of risk
Final words on presentation of risk and benefits
pt. 6. Forecasting and simulation
Linear regression
Multiple linear regression
Estimating trends
Logistic regression
Queues and rationing
Simulating the workflow.