Facilitated Online Learning as an Interactive Opportunity in AustraliaNew Zealand
Managing for Service Quality (MSQ)
Resource Guide / August 2009Performance Measurement Resource Guide
For the library and information specialist, information on performance measurement can be derived from; libraries in their sector and from other library sectors. For today’s resource break, it is suggested that you look through the following resource guide focusing on resources of specific interest to your library or information service:
Performance Measurement in the Library Sector
Abbott, C. (1994) Performance Measurement in Library and Information Services: An ASLIB Know How Guide, London: ASLIB.
This practical guide covers types of indicators and the role of performance measurement in library and information services management. It is ideal for those who wish to measure the performance of their service and who are unsure where to start.
Banwell, L. (2000) Evaluating Information Services in Booth, A & Walton G (ed.) Managing Knowledge in Health Services, pp. 173-182, London: Library Association Publishing. August 2009). This chapter describes evaluation in practical use in healthcare libraries.
Brophy, P. (2006). Measuring Library Performance: Principles and Techniques. London: Facet Publishing. This book provides an accessible account of current thinking on the evaluation of library services, both traditional and - importantly - electronic library services. Illustrated throughout with a range of international examples across different types of libraries.
Byrne, A. (2004). Performance Measures for 21st Century Libraries. University of Technology, Sydney, President-elect, International Federation of Library Associations and Institutions. Keynote address at Performance Measures for Libraries and Information Services Conference, Sydney, 18-19 May 2004. Sydney, IES Conferences, pp 1-13. August 2009).
Cram, J. (1996) ‘Performance Management: Measurements and Reporting in a Time of Information-Centred Change’, Australian Library Journal 45 (3): 225-38.
Abstract:In a climate of change libraries risk being marginalised. To survive and thrive librarians must develop a competitive edge and demonstrate a level of competence that stresses adaptability. Managing personal and library performance for customervalue involves taking a holistic approach. Maximising customer value must flow from a library's culture, beliefs, values, management style and performance management. Methods for ensuring that library staff are facilitated to deliver quality services are discussed and the importance of taking both behavioural and process approaches to performance management is detailed. Implementation of an integrated hierarchical performance measurement model is proposed and benefits of moving reporting practices from an efficiency/usage focus to a value focus are discussed. August 2009).
eVALUEd: An evaluation toolkit for e-library developments August 2009),
The eVAUEd toolkit was developed by Evidence Base, Research and Evaluation at UCE Library Service in 2004 and updated in 2006. It is designed to support information services staff in Higher Education Institutions with the evaluation of electronic information services (EIS). The toolkit takes a user-focused approach to the evaluation of EIS mainly through the use of qualitative data collection methods. The development has been funded by the Higher Education Funding Council for England (HEFCE) through its Fund for Good Management Practice.
Mundt, Sebastian (2003) Benchmarking user satisfaction in academic libraries - a case study. Library and Information Research.27 (87): 38-46. August 2009).
Abstract:Customer satisfaction and service quality have mostly been evaluated from a local perspective although the quality element has been firmly established in academic library management for at least a decade. Critics of inter-institutional comparisons often object that different preconditions are not considered adequately. Examples from a joint user satisfaction survey conducted by 15 German university libraries in 2001 suggest that comparative data are a suitable means to identify cases of “best practice” and can effectively initialize processes of customer-focussed improvement. Furthermore, if compared with corresponding statistical data or performance measures, satisfaction ratings can reveal possible structural strengths and deficits relative to other libraries. On the other hand, follow-up telephone interviews with participating libraries showed that the survey results substantially challenged the institutions’ internal communication and public relations organisation, and underlined that even in a well-developed culture of assessment the need for professional mediation and coordination of comparative analyses may not be underestimated.
Phipps, S. (2001). Beyond measuring service quality: Learning from the voices of the customers, the staff, the processes, and the organization. Library Trends.49 (4): 635-661. Availableto ALIAmembers via ProQuest at: August 2009] Please note you will need to log in to the ALIA website at: to access this link. Abstract (summary):As ARL libraries begin seriously to assess how well they are anticipating, meeting, and delighting students and faculty, the primary focus should be on understanding customers' needs, learning quick and clean methods of data gathering and analysis, improving critical processes, and developing internal capacity to be successful in the future.
Poll, R. and Boekhorst, P. T. (2007). Measuring Quality: Performance Management in Libraries. 2nd Revised Edition. Muich: K. G. Saur. (IFLA Publications; 127).
Weightman AL, WilliamsonJ; Library & Knowledge Development Network (LKDN) Quality and Statistics Group. (2005) The value and impact of information provided through library services for patient care: a systematic review. Health Information and Libraries Journal. 22(1):4-25. This systematic review updates a previous review article in evaluating the impact of information on patient care.
Wilson, A; Pitman L and Trahn I (2000). Department of Education, Training and Youth Affairs. Guidelines for the Application of Best Practice in AustralianUniversity Libraries Intranational and international benchmarks. 00/11. August 2009).
The development of these guidelines is discussed in the following article.
Pitman, L., Trahn, I. and Wilson, A. (2001). Working towards best practice in AustralianUniversity Libraries: Reflections on a National Project. Australian Academic and Research Libraries. 32 (1) August 2009).