TY  - JOUR
AB  - Purpose– The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders.Design/methodology/approach– Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1‐2 of a three phase research project are outlined.Findings– Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive.Originality/value– This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.
VL  - 12
IS  - 2
SN  - 1467-8047
DO  - 10.1108/14678041111149327
UR  - https://doi.org/10.1108/14678041111149327
AU  - Broady‐Preston Judith
AU  - Lobo Alison
PY  - 2011
Y1  - 2011/01/01
TI  - Measuring the quality, value and impact of academic libraries: the role of external standards
T2  - Performance Measurement and Metrics
PB  - Emerald Group Publishing Limited
SP  - 122
EP  - 135
Y2  - 2024/05/12
ER  -