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Multiple constituencies model in the identification of library effectiveness

Susan A Henricks (Administration, Carnegie-Stout Public Library, Dubuque, Iowa, USA AND Graduate School of Library and Information Science, Simmons College, Boston, Massachusetts, USA)
Genevieve M. Henricks-Lepp (Department of Educational Psychology, University of Illinois at Urbana-Champaign, Champaign, Illinois, USA)

Library Management

ISSN: 0143-5124

Article publication date: 10 November 2014




Public libraries can benefit from understanding the perspectives of various stakeholders leading to the development of measures for decision making and competing for funding as well as demonstrating accountability. The purpose of this paper is to examine library effectiveness from the perspective of multiple stakeholders from a list of indicators pertinent to today and to determine which are most important to a constituency of a single library and any differences among the various constituencies.


A survey that listed indicators of effectiveness for a public library was given to four stakeholder groups of a city library: employees, library board, library foundation members, and the public.


Of the 51 indicators, 39 comprised eight dimensions of effectiveness under the labels of: user experience, facility, digital collection, social media and board, community use, employees, administration, and collection management. The number of statistically significant differences was greatest between the library board and the public as well as the employees and the public.


Indicators of public library effectiveness have not been updated for the twenty-first century.



Henricks, S.A. and Henricks-Lepp, G.M. (2014), "Multiple constituencies model in the identification of library effectiveness", Library Management, Vol. 35 No. 8/9, pp. 645-665.



Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited

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