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Ten years after: Measuring Quality revised

Roswitha Poll (ISO Committee TC46/SC 8: “Information and Documentation – Quality, Statistics and Performance Evaluation”, and formerly University of Münster Library, Münster, Germany)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 21 March 2008




The purpose of this paper is to present the new edition of the IFLA handbook Measuring Quality that since its publication in 1996 has influenced performance measurement in many countries.


The approach used is to acquaint librarians and information professionals with the present state of performance measurement and the different ways of assessing quality in specified library services.


Based on the research for the handbook, the paper presents an overview of today's performance measuring worldwide, as well in individual libraries as in joint library projects. Examples show typical varieties in measuring processes and results and possible methods for the evaluation of specified library services and products. The new edition widens the perspective to public libraries and adds indicators for electronic services and cost‐effectiveness. The 40 performance indicators in the handbook follow the structure of the Balanced Scorecard. Each indicator shows examples of results obtained in libraries and information about other possible methods.


A comprehensive overview and state‐of‐the‐art analysis of the core publications concerning performance measurement in libraries.



Poll, R. (2008), "Ten years after: Measuring Quality revised", Performance Measurement and Metrics, Vol. 9 No. 1, pp. 26-37.



Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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