Performance Measurement and Metrics

Nadjla Hariri; Farideh Afnani

2008 Performance Measurement and Metrics

doi: 10.1108/14678040810906790

Purpose – The purpose of this paper is to investigate the service quality of the central library of Iran University of Medical Sciences and Health Services (IUMS) from the viewpoints of female and male users of the library. Design/methodology/approach – The study was done using a LibQUAL+™ survey, consisting of 22 core questions. The research sample included 361 users of the library and the results were interpreted on the basis of gap analysis. The mean values of gap scores for female and male users were compared statistically. Findings – The mean score for the overall adequacy gap for women was 0.08 while this score for men was −0.08. The overall and dimensions superiority gap for both genders were negative. Statistical analysis did not show significant differences between mean values of gap scores for female and male users. The desired level of service quality, as in most LibQUAL+™ surveys in non‐Iranian libraries, was not met by this library. Practical implications – The similarity in some results of LibQUAL+™ in different socio‐cultural contexts implies that perhaps customer expectations from library services are somehow global. Originality/value – The paper shows that the translated version of LibQUAL+™ , can be reliably implemented in different countries. Furthermore, though LibQUAL+™ is a web‐based survey, in the case of the countries where ICT facilities are not still completely established, its printed version can reliably be utilized.

Ana Reyes Pacios; Nidia Lubisco

2008 Performance Measurement and Metrics

doi: 10.1108/14678040810906808

Purpose – The purpose of this paper is to identify the current evaluation processes and experiences among Latin American university libraries. Design/methodology/approach – This study is based on the results of a questionnaire sent to 31 libraries in seven countries. Findings – It was found that most libraries evaluate some aspect of their services, but the frequency of these actions does not appear to be very consistent. They seem to have an acceptable level of computerization, but some of them neither take advantage of nor make the most of it. Only a few libraries perform an evaluation to improve their management and few libraries have enough historical data sets to permit comparative studies. Research limitations/implications – The response rate is limited, with just 51.6 percent of surveyed institutions (16 questionnaires returned of the 31 sent). Practical implications – The paper can aid Latin American university libraries to analyze their evaluation needs in a common forum and to reach agreements as to what are the most appropriate indicators to measure their performance. This will help them in the long term to improve the quality of their services and the value of their role in the performance of the university. Originality/value – This survey is the first to be carried out to discover the existing situation in Latin America.

Roswitha Poll

2008 Performance Measurement and Metrics

doi: 10.1108/14678040810906817

Purpose – The purpose of this paper is to provide an overview of the new Technical Report ISO 28118 “Performance measures for national libraries”. Design/methodology/approach – The paper reports on the mission and main tasks of national libraries as defined by the technical report, and describes some 30 performance indicators including indicators that are specifically relevant to national libraries. The paper also explains the process by which indicators were selected and tested. Findings – The rationale for the establishment of a new standard is examined and perspectives offered on its envisaged application and further development. Originality/value – This paper gives an informative preview of the Technical Report which, at the time of writing, is in the process of being published. It serves as a useful introduction to the report for those who may wish to adopt the standard in future, and whilst primarily aimed at national libraries it is potentially relevant for regional libraries with similar tasks and missions.

Dennis T. Clark; Susan P. Goodwin; Todd Samuelson; Catherine Coker

2008 Performance Measurement and Metrics

doi: 10.1108/14678040810906826

Purpose – The purpose of this paper is to assess initial user perceptions and use of Amazon's Kindle e‐book reader. Design/methodology/approach – Thirty‐six participants were provided with a Kindle e‐book reader and $100 to spend at Amazon. After one month of use focus groups were conducted to elicit user feedback about their experiences and overall first impressions. Findings – Analysis of the discussions indicates overall interest in the Kindle as a basic reading device for fiction. However, its use in an academic setting is limited due to content availability and licensing issues, graphic display capabilities, organizational issues, and its prohibitive cost. Originality/value – This is the first research paper of its kind to report on qualitative research conducted on user perceptions of the Kindle e‐book reader.

Anna Maria Tammaro

2008 Performance Measurement and Metrics

doi: 10.1108/14678040810906835

Purpose – The purpose of this paper is to describe the findings of a survey promoted and financed by Fondazione Rinascimento Digitale about users' perceptions of digital libraries in Italy. The primary objective of the survey was to obtain feedback from users on their perceptions of digital library services and to give them an opportunity to make suggestions. A secondary objective was to establish and test a collaborative methodology with which to evaluate best practice for digital libraries. Design/methodology/approach – Questionnaires and interviews were used to gather the data. A questionnaire was also distributed to the managers of those cultural institutions involved. Findings – The results of the survey indicated that users have different perceptions with regard to digital libraries and that they tend to use the services of more than one cultural institution. Overall, there is a positive attitude towards digital libraries, but the survey also underlines that users often do not know how to use the libraries and are unaware of all of the services offered. The accessibility of the interface was considered important, but as it becomes more sophisticated offering more services more staff assistance will be required. Research limitations/implications – The survey has had limitations of time and resources available. The focus was on on‐site users at the cultural institutions and not remote users and non‐users. Practical implications – The results of the survey have identified user priorities, but users are rarely involved in the design of digital libraries. The Fondazione Rinascimento Digitale aim was to stimulate a culture of excellence in the different cultural institutions involved, focusing on users' expectations. Originality/value – The survey served to test experimental quality indicators and inquiry methodologies that focused on library users. This paper considers the implications of these results for digital libraries in general, and the value of a cooperative approach to the identification and evaluation of digital library users in particular.

Niels Ole Pors

2008 Performance Measurement and Metrics

doi: 10.1108/14678040810906844

Purpose – There are two main purposes in this paper. The first is to explore possible relationships between adoption of management tools in a broad sense, the organisational culture and the character of leadership in libraries. This is a very important area because management tools are diffused, interpreted, translated and implemented in many other ways than intended. The second purpose is to present some major findings of nation‐wide studies done on these topics to raise awareness about the complex relationships and context that influence chance processes in libraries. Connected to these purposes is also the intention to introduce elements of some institutional theories that have been rather neglected in the more rationalistic literature on, for example, performance measurement. Design/methodology/approach – The paper is based primarily on a comprehensive leadership survey conducted in Denmark in 2007 and on a qualitative study based on extensive interviewing of directors and staff members from 24 public libraries. Some supporting material from earlier leadership surveys is included. The theoretical frame for this paper is theories of isomorphism, management standards and recipes together with a model of organisational culture. Findings – The main findings supports some of the newer theoretical literature concerned with isomorphism, translation and diffusion of standards and recipes, namely that the variation is great and that some of the processes are heavily influenced by the organisational culture in which leadership plays an important role. It is also important that the paper emphasises that management tools, whether performance measurement instruments or technological devices, possess both a technical and a symbolic aspect. Research limitations/implications – The paper reports findings from both a survey and extensive interview research. This implies that only few of the results could be analysed and that the analytical level at some places takes the character of an analysis of tendencies. Originality/value – The paper reports on several leadership surveys conducted since 2001 in Denmark and the UK. The paper also reports qualitative interview research with 24 library directors and 75 staff members. This research is the first of its kind in Scandinavia and the theoretical perspectives make it also of interest to researchers and professionals outside Scandinavia.