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Reflections on the value and impact of library and information services: Part 3: towards an assessment culture

Christine Urquhart (Department of Information Studies, Aberystwyth University, Aberystwyth, UK)
Dina Tbaishat (Library and Information Science Department, University of Jordan, Amman, Jordan)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 11 April 2016




The purpose of this paper is to examine frameworks (such as scorecards) for ongoing library assessment and how business process modelling contributes in Part 3 of the series of viewpoint papers.


Reviews the statistical data collection for strategic planning, and use of data analytics. Considers how to organise further value explorations. Compares macro-frameworks (balanced scorecard, values scorecard) and micro-frameworks for library assessment. Reviews the evidence on business process modelling/re-engineering initiatives. Describes how the Riva approach can be used to both derive a process architecture and to model individual processes.


Data analytics requires collaboration among library services to develop reliable data sets and effective data visualisations for managers to use. Frameworks such as the balanced scorecard may be used to organise ongoing impact and performance evaluation. Queries that arise during ongoing library assessment may require a framework to formulate questions, and assemble evidence (qualitative and quantitative). Both macro- and micro-value frameworks are useful. Work on process modelling within libraries can help to develop an assessment culture, and the Riva approach provides both a process architecture and models of individual processes.


Examines how to implement a library assessment culture through use of data analytics, value frameworks and business process modelling.



Urquhart, C. and Tbaishat, D. (2016), "Reflections on the value and impact of library and information services: Part 3: towards an assessment culture", Performance Measurement and Metrics, Vol. 17 No. 1, pp. 29-44.



Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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