Performance Measurement and Metrics

Roswitha Poll

2006 Performance Measurement and Metrics

doi: 10.1108/14678040610713093

Purpose – The purpose of this paper is to outline the changes in the information world that libraries are confronted with, and how new services are measured to ensure their usefulness. Design/methodology/approach – The paper examines the standardised measures for the changing information environment. Findings – Standardizing definitions and methods for the assessment of input, output and impact of library services will assist libraries in demonstrating value for money in the ongoing changes. Originality/value – The paper examines the extent of international consensus on data to be collected and indicators to be used.

Peter T. Shepherd

2006 Performance Measurement and Metrics

doi: 10.1108/14678040610713101

Purpose – Using COUNTER‐compliant statistics, the purpose of this study is to conduct an in‐depth analysis of usage of online journals in a group of major UK universities. Design/methodology/approach – The paper describes in detail developments, as well as other progress made on COUNTER since the 2003 Northumbria conference. It also addresses the practical challenges faced by vendors and librarians in implementing COUNTER, and concludes with future plans for the project. Findings – The study team has successfully collected and validated a considerable set of journal usage, subscription and cost data and has assisted in the testing and validation of the “successful full‐text article request” as a possible unit of measurement of “usage” that can be applied consistently and reliably across all publishers. Originality/value – The paper shows how usage relates to costs, institution profile and subject spread and develops a set of measures that are likely to be used more widely as indicators of the value of online journals.

Claire Creaser

2006 Performance Measurement and Metrics

doi: 10.1108/14678040610713110

Purpose – User surveys in academic libraries are not generally widely publicised. The purpose of this paper is to analyse and comment on the results of a variety of user surveys and draw together some of that work. Design/methodology/approach – The paper describes the work of LISU at Loughborough University, which has analysed two main instruments – the LibQual+ surveys as they have been applied in the UK, and the standard Society of College, National and University Libraries (SCONUL) user survey template. The paper considers the implications of different response rates and sample sizes on the validity of results and issues concerning benchmarking with user survey data. Findings – One aim of user surveys must be to improve the services provided to users. High overall satisfaction levels are good for publicity, and may persuade institutional management that all is well with the library, but they should not lead to complacency within the service. It is important to drill down into the detail of the results, to make comparisons within or between services, and to investigate examples of good practice. Originality/value – The paper provides a useful overview of UK academic library user survey methods.

Anu Nuut

2006 Performance Measurement and Metrics

doi: 10.1108/14678040610713129

Purpose – The purpose of this paper is to provide a review of the development of practice and application of standards in Estonian research libraries. Design/methdology/approach – The paper describes the following themes: evaluation of library performance; library performance measures: impact and outcome; and current developments in Estonia. Findings – The research in this field needs to be improved, completed and developed on the national level in the following directions: implementation of internationally approved relevant research methods; the choice of methodology and tools appropriate for different library types; continuation of standardisation considering the electronic library evaluation; preparation of guidelines for the usage of indicators and their interpretation on the national level; development of data processing for research needs. Originality/value – The paper offers insights into the current developments in library performance in Estonia.

Wanda V. Dole; Anne Liebst; Jitka M. Hurych

2006 Performance Measurement and Metrics

doi: 10.1108/14678040610713138

Purpose – The purpose of this paper is to assess whether Beck's research method and instruments, which were carried out in 2002 in larger and more research‐based libraries, are applicable to academic libraries of other types and sizes. Design/methodology/approach – This paper reports the results of a year‐long study on the impact of assessment on library decision making in nine small to medium sized academic libraries in the USA. The study replicates Susan J. Beck's 2002 study on the impact of assessment on decision making in nine Association of Research Libraries (ARL) libraries in North America which was carried out in larger and more research‐based libraries. Directors and key administrators were interviewed to gather qualitative data. Two survey instruments were used to gather quantitative data: Beck's “Factors in decision‐making” survey and “Do you have a culture of assessment?” survey adapted from Amos Lakos (University of California at Los Angeles) and Betsy Wilson (University of Washington) – 1998; revised and updated by Shelley Phipps (University of Arizona) – 2002; additional revisions by Julia Blixrud – 2003. Qualitative data are transcribed and weighted. The quantitative data are run through standard statistical tests. The authors discuss their experience with the survey instruments and compare the results of their survey with those of Beck's. Findings – Beck's method is transferable to different types of library, where similar findings result. Originality/value – The paper offers insights into using performance measurement for decision making in mid‐sized academic libraries.

Debra Rosenfeldt

2006 Performance Measurement and Metrics

doi: 10.1108/14678040610713147

Purpose – The purpose of this paper is to support public library advocates and planners by establishing who uses libraries, why, what services they most value, and how they see them developing; identifying who is not using libraries and the barriers, and suggesting solutions; and providing case studies of exemplary public library services. Design/methodology/approach – Nearly 10,000 Victorians and every Victorian public library was involved. Quantitative and qualitative data were gathered from focus groups with library users, non‐users and staff; interviews with community leaders; a random telephone survey; and an online survey of users. The statistics are complemented by documented comments from hundreds of participants. Findings – The paper finds that Victorians place significant value in the availability of free library services in their communities. Public libraries impact powerfully on strengthening their communities, especially through information provision, access to information technology and development of computing skills, lifelong learning and education, and expansion of social networks. Practical implications – Findings will be useful to everyone who advocates for public libraries. The methodology could serve as a model for others seeking to measure the social value of public libraries. Data specific to individual Victorian library services will be useful in planning those services. Originality/value – This is the most comprehensive research of its kind undertaken in Australia – a “landmark” project.

John B. Harer

2006 Performance Measurement and Metrics

doi: 10.1108/14678040610713156

Purpose – The purpose of this paper is to describe how small, academic libraries may realize significant benefits from employing LibQual+TM as an assessment of customer needs and expectations, stressing that these benefits may vary by the actual size of the institution. Design/methodology/approach – Catawba College compared its experience utilizing LibQual+TM with that of Washburn University, reported by Dole as a small, academic library application of the survey. Catawba College is a private, liberal arts college that is much smaller than Washburn, with one‐quarter the student body and faculty. This paper examines the assessment experience of the two small institutions and compares the different advantages and disadvantages of using LibQual+TM within these two different types of small, academic institutions. Findings – The study found that a larger response rate was realized than that of the larger of the two institutions, especially by faculty, and suggests that this is due to the nature of the small colleges where faculty and student body are more familial. The paper also describes LibQual+TM as a type of “turn‐key” survey process that is advantageous for small libraries with limited resources. Originality/value – This paper provides new information on the value of LibQual+TM for assessment in small, academic institutions and describes the benefits of this assessment tool for libraries in much smaller settings.