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Trust and organisational effectiveness Discrepancies between users' service preferences and the library system's construction of their needs

Trust and organisational effectiveness Discrepancies between users' service preferences and the... Purpose – The purpose of the paper is to discuss the relationship between the concepts of social capital and organisational effectiveness in a library setting. Design/methodology/approach – The concepts are discussed in relation to two studies of information behaviour. One of the studies is a local public library study and the second is a nationwide survey into high school students' information behaviour. Findings – The data indicate a discrepancy between the development of (especially) public library services and the perceptions of a library in the mind of both users and non‐users. Research limitations/implications – It has only been possible to raise a few questions on the basis of the two surveys. However, these questions relate to the theoretical concepts introduced in the beginning of this paper. Originality/value – The paper highlights discrepancies that need to be remedied if the trust that is so important for public institutions is to continue to be at a high level. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Performance Measurement and Metrics Emerald Publishing

Trust and organisational effectiveness Discrepancies between users' service preferences and the library system's construction of their needs

Performance Measurement and Metrics , Volume 9 (1): 10 – Mar 21, 2008

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
1467-8047
DOI
10.1108/14678040810869431
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of the paper is to discuss the relationship between the concepts of social capital and organisational effectiveness in a library setting. Design/methodology/approach – The concepts are discussed in relation to two studies of information behaviour. One of the studies is a local public library study and the second is a nationwide survey into high school students' information behaviour. Findings – The data indicate a discrepancy between the development of (especially) public library services and the perceptions of a library in the mind of both users and non‐users. Research limitations/implications – It has only been possible to raise a few questions on the basis of the two surveys. However, these questions relate to the theoretical concepts introduced in the beginning of this paper. Originality/value – The paper highlights discrepancies that need to be remedied if the trust that is so important for public institutions is to continue to be at a high level.

Journal

Performance Measurement and MetricsEmerald Publishing

Published: Mar 21, 2008

Keywords: User studies; Trust; Perception; Behaviour

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