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Measures of relationship capital for the value scorecard

J. Stephen Town (University of York, York, UK)

Library Management

ISSN: 0143-5124

Article publication date: 9 March 2015




The purpose of this paper is to reflect on the development of ideas relating to the value of library relationships. The paper is conceptual and provides a framework for the measurement of relationship capital (RC) for academic and research libraries.


The research approach has been to employ a mixed method research strategy combining desk research on the concepts of the definition of RC and its foundation theories with an exploration of relational capital assessment methods from other industries. A historical review is presented with cases of the traditional main method of delivering effective relationships in libraries (embedded librarians, academic liaison and subject librarians).


The synthesis suggests a measurement approach to populate the RC dimension of the value scorecard, thereby providing an estimation of the full value of the library’s relational capital.


The paper fills a gap in the consideration of the importance of relationships to academic and research libraries, and provides a unique and original framework for assessment and measurement.



Ruth MacMullen, Ian Hall, and Michelle Blake, University of York Rachel Daniels and Selena Killick, Cranfield University UK academic library colleagues engaged in the White Rose consortium and “Relationship Management for the 21st Century Academic Library” activity


Town, J.S. (2015), "Measures of relationship capital for the value scorecard", Library Management, Vol. 36 No. 3, pp. 235-247.



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Copyright © 2015, Emerald Group Publishing Limited

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