Performance Measurement in Libraries
Steve Hiller, Martha Kyrillidou · ResearchWorks at the University of Washington (University of Washington) · 2008
Your Role• Be engaged • Ask questions • Participate in discussions • Be skeptical!• Stop us if we're not clear• Take a customer-centered approach What Makes a Good Library?• Library "Goodness" traditionally defined and measured:-Quality (Bigger was better!) -Access and availability -Effectiveness -Efficiency -Economy -Equity• Now focus on : How much good does this library do?-Positive impact and outcomes for customers -Value to customers and stakeholders Assessment Process• Focuses on customer needs, defining measurable "outputs" and offering services that meet those needs • Collects, analyzes and uses data for management, program development, and decision-making • Emphasizes ongoing communication with customers, opportunities for collaboration, qualitative measures and circular process of continuous improvement Measuring Outcomes and Performance• Outcomes are the effect of the library on the environment or target population• Performance is the degree to which a library is achieving its objectives, particularly in term of users' needs • Performance indicators (measures) are quantified statements used to evaluate the performance of the library in achieving its objectives Libraries Respond • Northumbria International Conference on Performance Measurement in Libraries and Information Services held every 2 years since 1995.Recent conferences have emphasized: -User as focus point -Assessment of stakeholder views -Qualitative measures -Impact and outcome measures • Library Assessment Conference first held in 2006 with more than 200 participants.Emphasis on assessment by and for practitioners.Next conference in Seattle, August 4-7 with 300-350 expected. Thinking Strategically About Library Futures• What is the central work of the library and how can we do more, differently, and at less cost?• What important services does the library provide that others can't?• What advantages does the library possess?• How is customer behavior changing?• How do we add value to our customers work?• What are the essential factors responsible for library success now and in the future?What Do We Need to Know About Our Customers?• Who are our customers (and potential customers)?• What are their teaching, learning, and research interests?• How do they work?What's important to them?• How do they find information needed for their work?• How do they use library services?What would they change?• How do they differ from each other in library use/needs?How does the library add value to their work?How does the library contribute to their success?The Value of Community Assessment • Know actual and potential customers • Understand needs and use preferences • Use funding and staff effectively • Understand and address "competition" • Foster community involvement and "ownership" • Aid marketing, market penetration and outreach • Measure, demonstrate, present the value of the library to the community DigiQUAL™ Dimensions Accessibility Navigability Interoperability Collection building Resource Use Evaluating collections DL as community: users, developers, reviewers Copyright Role of Federations DL SustainabilityWhat is the lesson learned?• Building standardized assessment methods and tools are a key component of understanding users, performance measurement, and improvement of services.Where Faculty Publish Journal Articles (% Faculty marking "Very important") 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%