Measuring library performance: principles and techniques
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
Facet
2006
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXIII, 242 S. |
| ISBN: | 9781856045933 1856045935 |
Staff View
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| 245 | 1 | 0 | |a Measuring library performance |b principles and techniques |c Peter Brophy |
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Contents
List of figures xi
List of tables xiii
Preface xv
Acronyms and abbreviations xix
1 Background 1
Introduction 1
The library in society 3
Delivering library services 4
Electronic services 6
What is being measured? 6
The systems view 8
Types of evaluation 8
The cost of measurement 9
Undertaking performance measurement 10
Trustworthiness 13
Ethical considerations 15
Conclusion 16
Resources 16
References 17
2 Theoretical considerations 19
Introduction 19
Causal relationships 19
yi MEASURING LIBRARY PERFORMANCE
i i i 5 i £ i 5 S S t 6 S 3 « 3 ? I j ;
Theoretical perspectives 1: the positivist standpoint 19
Theoretical perspectives 2: the relativist standpoint 21
Research methods 24
Action research 28
Evidence based practice 29
Narrative based practice 30
Conclusion 31
Resources 32
References 33
3 User satisfaction 35
Introduction 35
Satisfaction 36
User surveys 40
Attributes of customer satisfaction 40
Customer expectations 42
LibQUAL+™ 44
Public library user satisfaction 49
Specific methodologies 51
Conclusion 51
Resources 52
References 52
4 Impact on users 54
Introduction 54
What is 'impact'? 55
Collecting data on impact 58
Assessing impact 58
The impact of electronic services 63
Surrogate measures of impact 66
Impact on learning 68
Enhancing student performance 70
Information literacy 71
Conclusion 72
Resources 73
References 74
CONTENTS vii
5 Social and economic impact 77
Introduction 77
Social impact 77
Economic impact 82
Conclusion 87
Resources 88
References 88
6 Inputs 90
Introduction 90
The library profile 90
Library statistics 91
Content: acquisition, use and review 93
Electronic resource usage 95
Data consistency 98
Selection of free online resources 100
Collection strength 102
Conclusion 104
Resources 104
References 105
7 Processes 106
Introduction 106
Throughputs 107
The ISO 9000 standard 108
Business process reengineering 109
Electronic delivery 110
Conclusion 1 1 1
Resources 1 12
References 112
8 Outputs 113
Introduction 113
Usage of library materials 114
Usage of websites 116
Presentation via the web 1 17
viii MEASURING SJBRARY PERFORMANCE.
I i I I i I 1 ] ( J I « I I t i ! 1 i I I !
Usability 118
Conclusions 120
Resources 120
References 121
9 Staff 122
Introduction 122
Staff surveys 123
Appraisal 123
Investors in People 125
Reflective practitioners 126
Conclusion 127
Resources 128
References 128
10 Infrastructure 129
Introduction 129
The library building 129
ICT systems infrastructure 134
Other considerations 136
Conclusion 137
Resources 137
References 137
11 Services for all 138
Introduction 138
Personalization 139
Group differentiation 140
Accessibility for users with disabilities 140
Guidelines and standards 144
Conclusion 145
Resources 145
References 146
12 Benchmarking 147
Introduction 147
Benchmarking defined 148
Types of benchmarking 150
CONTENTS ix
The benchmarking wheel 150
Benchmarking and quality management 152
Benchmarking and libraries 153
Benchmarking in practice 155
Benchmarking and service improvement: the evidence 157
Limitations of benchmarking 157
Conclusion 158
Resources 158
References 159
13 The balanced scorecard 160
Introduction 160
Defining the balanced scorecard 160
Library implementations of the balanced scorecard 161
Conclusion 164
Resources 165
References 165
14 Standards 166
Introduction 166
Public library service standards 167
Academic library standards 168
Other sectors 169
International, cross sectoral standards 169
Conclusion 173
Resources 173
References 174
Appendix 1 Data collection methods 175
Introduction 175
General issues about surveys and other data collection
methods 175
Sampling 176
Customer feedback analysis 182
Questionnaires 183
Interviews 193
Focus group interviews 200
Diary studies 202
x MEASURING LIBRARY PERFORMANCE
1 I I 1 1 i I i I 8 I 1 « i i I I 1 i » ! t
Observation 204
Peer review 208
Delphi technique 209
Environmental scanning 210
Experiments 212
Additional resources on data collection 213
References 214
Appendix 2 The analysis of data 216
Introduction 216
Quantitative data 217
Qualitative data 220
Sources of further information 222
References 223
Appendix 3 The presentation of results 224
Introduction 224
Deciding on the message 224
Deciding on the audiences 225
Forms of presentation 225
Structuring the presentation 225
Presenting quantitative data 226
Presenting qualitative data 231
Resources 233
Index 235
List of figures
1.1 The systems view 8
3.1 The Kano model of customer satisfaction 39
3.2 LibQUAL+ 1M radar chart for SCONUL libraries 46
6.1 Statistical data about the British Library 91
10.1 Library building standards checklist for Queensland Public
Libraries 131
12.1 The benchmarking wheel 150
Al.l A Liken scale 187
A1.2 A semantic differential 188
A1.3 Use of a checklist 188
A1.4 The SCONUL Library Services survey template 188
A3.1 A bar chart 228
A3.2 A pie chart 228
A3.3 A Pareto chart 229
A3.4 A histogram 230
A3.5 A scatter plot 231
List of tables
1.1 Developing the evaluation plan 10
3.1 Attributes of user satisfaction 41
3.2 A selection of English public libraries' overall user satisfaction
2003 4 50
4.1 Levels of Impact (Lol) 60
6.1 Electronic library services: performance measurement 96
8.1 Usage of Zetoc at Manchester Metropolitan University 114
12.1 EFQM Business Excellence Model 152
12.2 German university libraries: items added per full time equivalent
staff member 156
13.1 Balanced scorecard perspectives 161
A3.1 A frequency table 227
A3.2 Frequency table with percentages added 227 |
| adam_txt |
Contents
List of figures xi
List of tables xiii
Preface xv
Acronyms and abbreviations xix
1 Background 1
Introduction 1
The library in society 3
Delivering library services 4
Electronic services 6
What is being measured? 6
The systems view 8
Types of evaluation 8
The cost of measurement 9
Undertaking performance measurement 10
Trustworthiness 13
Ethical considerations 15
Conclusion 16
Resources 16
References 17
2 Theoretical considerations 19
Introduction 19
Causal relationships 19
yi MEASURING LIBRARY PERFORMANCE
i i i 5 i £ i 5 S S t 6 S 3 « 3 ? I j ;
Theoretical perspectives 1: the positivist standpoint 19
Theoretical perspectives 2: the relativist standpoint 21
Research methods 24
Action research 28
Evidence based practice 29
Narrative based practice 30
Conclusion 31
Resources 32
References 33
3 User satisfaction 35
Introduction 35
Satisfaction 36
User surveys 40
Attributes of customer satisfaction 40
Customer expectations 42
LibQUAL+™ 44
Public library user satisfaction 49
Specific methodologies 51
Conclusion 51
Resources 52
References 52
4 Impact on users 54
Introduction 54
What is 'impact'? 55
Collecting data on impact 58
Assessing impact 58
The impact of electronic services 63
Surrogate measures of impact 66
Impact on learning 68
Enhancing student performance 70
Information literacy 71
Conclusion 72
Resources 73
References 74
CONTENTS vii
5 Social and economic impact 77
Introduction 77
Social impact 77
Economic impact 82
Conclusion 87
Resources 88
References 88
6 Inputs 90
Introduction 90
The library profile 90
Library statistics 91
Content: acquisition, use and review 93
Electronic resource usage 95
Data consistency 98
Selection of free online resources 100
Collection strength 102
Conclusion 104
Resources 104
References 105
7 Processes 106
Introduction 106
Throughputs 107
The ISO 9000 standard 108
Business process reengineering 109
Electronic delivery 110
Conclusion 1 1 1
Resources 1 12
References 112
8 Outputs 113
Introduction 113
Usage of library materials 114
Usage of websites 116
Presentation via the web 1 17
viii MEASURING SJBRARY PERFORMANCE.
I i I I i I 1 ] ( J I « I I t i ! 1 i I I !
Usability 118
Conclusions 120
Resources 120
References 121
9 Staff 122
Introduction 122
Staff surveys 123
Appraisal 123
Investors in People 125
Reflective practitioners 126
Conclusion 127
Resources 128
References 128
10 Infrastructure 129
Introduction 129
The library building 129
ICT systems infrastructure 134
Other considerations 136
Conclusion 137
Resources 137
References 137
11 Services for all 138
Introduction 138
Personalization 139
Group differentiation 140
Accessibility for users with disabilities 140
Guidelines and standards 144
Conclusion 145
Resources 145
References 146
12 Benchmarking 147
Introduction 147
Benchmarking defined 148
Types of benchmarking 150
CONTENTS ix
The benchmarking wheel 150
Benchmarking and quality management 152
Benchmarking and libraries 153
Benchmarking in practice 155
Benchmarking and service improvement: the evidence 157
Limitations of benchmarking 157
Conclusion 158
Resources 158
References 159
13 The balanced scorecard 160
Introduction 160
Defining the balanced scorecard 160
Library implementations of the balanced scorecard 161
Conclusion 164
Resources 165
References 165
14 Standards 166
Introduction 166
Public library service standards 167
Academic library standards 168
Other sectors 169
International, cross sectoral standards 169
Conclusion 173
Resources 173
References 174
Appendix 1 Data collection methods 175
Introduction 175
General issues about surveys and other data collection
methods 175
Sampling 176
Customer feedback analysis 182
Questionnaires 183
Interviews 193
Focus group interviews 200
Diary studies 202
x MEASURING LIBRARY PERFORMANCE
1 I I 1 1 i I i I 8 I 1 « i i I I 1 i » ! t
Observation 204
Peer review 208
Delphi technique 209
Environmental scanning 210
Experiments 212
Additional resources on data collection 213
References 214
Appendix 2 The analysis of data 216
Introduction 216
Quantitative data 217
Qualitative data 220
Sources of further information 222
References 223
Appendix 3 The presentation of results 224
Introduction 224
Deciding on the message 224
Deciding on the audiences 225
Forms of presentation 225
Structuring the presentation 225
Presenting quantitative data 226
Presenting qualitative data 231
Resources 233
Index 235
List of figures
1.1 The systems view 8
3.1 The Kano model of customer satisfaction 39
3.2 LibQUAL+ 1M radar chart for SCONUL libraries 46
6.1 Statistical data about the British Library 91
10.1 Library building standards checklist for Queensland Public
Libraries 131
12.1 The benchmarking wheel 150
Al.l A Liken scale 187
A1.2 A semantic differential 188
A1.3 Use of a checklist 188
A1.4 The SCONUL Library Services survey template 188
A3.1 A bar chart 228
A3.2 A pie chart 228
A3.3 A Pareto chart 229
A3.4 A histogram 230
A3.5 A scatter plot 231
List of tables
1.1 Developing the evaluation plan 10
3.1 Attributes of user satisfaction 41
3.2 A selection of English public libraries' overall user satisfaction
2003 4 50
4.1 Levels of Impact (Lol) 60
6.1 Electronic library services: performance measurement 96
8.1 Usage of Zetoc at Manchester Metropolitan University 114
12.1 EFQM Business Excellence Model 152
12.2 German university libraries: items added per full time equivalent
staff member 156
13.1 Balanced scorecard perspectives 161
A3.1 A frequency table 227
A3.2 Frequency table with percentages added 227 |
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| index_date | 2024-07-02T16:32:24Z |
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| language | English |
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| spelling | Brophy, Peter Verfasser aut Measuring library performance principles and techniques Peter Brophy London Facet 2006 XXIII, 242 S. txt rdacontent n rdamedia nc rdacarrier Libraries Evaluation Public services (Libraries) Evaluation Bibliothek (DE-588)4006439-6 gnd rswk-swf Evaluation (DE-588)4071034-8 gnd rswk-swf Leistungsmessung (DE-588)4167290-2 gnd rswk-swf Bibliothek (DE-588)4006439-6 s Evaluation (DE-588)4071034-8 s DE-604 Leistungsmessung (DE-588)4167290-2 s Erscheint auch als Online-Ausgabe 978-1-85604-988-7 (DE-604)BV043038936 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015441618&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Brophy, Peter Measuring library performance principles and techniques Libraries Evaluation Public services (Libraries) Evaluation Bibliothek (DE-588)4006439-6 gnd Evaluation (DE-588)4071034-8 gnd Leistungsmessung (DE-588)4167290-2 gnd |
| subject_GND | (DE-588)4006439-6 (DE-588)4071034-8 (DE-588)4167290-2 |
| title | Measuring library performance principles and techniques |
| title_auth | Measuring library performance principles and techniques |
| title_exact_search | Measuring library performance principles and techniques |
| title_exact_search_txtP | Measuring library performance principles and techniques |
| title_full | Measuring library performance principles and techniques Peter Brophy |
| title_fullStr | Measuring library performance principles and techniques Peter Brophy |
| title_full_unstemmed | Measuring library performance principles and techniques Peter Brophy |
| title_short | Measuring library performance |
| title_sort | measuring library performance principles and techniques |
| title_sub | principles and techniques |
| topic | Libraries Evaluation Public services (Libraries) Evaluation Bibliothek (DE-588)4006439-6 gnd Evaluation (DE-588)4071034-8 gnd Leistungsmessung (DE-588)4167290-2 gnd |
| topic_facet | Libraries Evaluation Public services (Libraries) Evaluation Bibliothek Evaluation Leistungsmessung |
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