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Article
Publication date: 25 November 2013

Sarah M. Passonneau

The balanced scorecard is gaining momentum as an assessment framework for academic libraries in North America. The purpose of this paper is to examine locally designed…

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1564

Abstract

Purpose

The balanced scorecard is gaining momentum as an assessment framework for academic libraries in North America. The purpose of this paper is to examine locally designed assessments available on Association of Research Libraries (ARL) members’ web sites and maps the data to the standard ISO 11620 – Library Performance Indicators (PIs), which is a version of the balanced scorecard. The questions are: first, does data from ARL member web sites cluster round certain ISO 11620 PIs? Second, what implications does data clustering have on internal planning and cross-institutional collaborations? Third, will future standards such as ISO 16439 complement the framework and methods in ISO 11620?

Design/methodology/approach

Using the quantitative content inventory and qualitative content audit method, this research analyzes ARL members’ locally designed assessment data. The data grouped within a library category, such as collections, is mapped to PIs found in the ISO 11620.

Findings

The locally designed assessment data covers a variety of library processes and maps to many ISO 11620 PIs. From this research libraries can develop methods for tying assessment activities into a comprehensive framework like the balanced scorecard. Using ISO 11620 can advance assessment planning. Implementing this standard can lay the foundation for activities that might arise from standards under development such as ISO 16439 – Library Impact Standard.

Originality/value

This is the first research to gather, exam, and map ARL members’ assessment data to the framework of the ISO 11620 standard.

Details

Performance Measurement and Metrics, vol. 14 no. 3
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 23 February 2010

Stefanos Asonitis and Petros A. Kostagiolas

This paper aims to present a methodological framework for the identification of a hierarchy among the three categories of intellectual capital, i.e. human…

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1103

Abstract

Purpose

This paper aims to present a methodological framework for the identification of a hierarchy among the three categories of intellectual capital, i.e. human, organizational/structural and relational capital, with respect to their contribution to the objective of improving a library's performance. It also seeks to provide a case study of Greek central public libraries.

Design/methodology/approach

The framework is based on an analytic hierarchy process (AHP) application including utilization of a Delphi method and ISO 11620 international standards. Finally, empirical evidence is produced for the Greek central public libraries.

Findings

The proposed framework may be employed for prioritizing intangible assets in libraries. For the Greek central public libraries it has been indicated that human capital contributes more than the organizational/structural capital and this in turn more than the relational capital.

Research limitations/implications

Although the proposed methodological framework is intended to be widely applicable, the case study results cannot be directly generalized due to the uniqueness of the Greek public libraries environment.

Practical implications

A hierarchy may be an invaluable tool for the library's management in order to better utilize the intangible resources and effectively allocate investments to human, organizational and relation capital assets in order to improve the library's performance

Originality/value

The paper shows that the framework for building a hierarchy of intellectual capital in libraries is based on a rather challenging research approach for prioritizing intangible assets with respect to predefined management objectives.

Details

Library Management, vol. 31 no. 3
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 8 October 2018

Markku Antero Laitinen

The purpose of this paper is to examine aspects of measuring the impact of new innovations in Finnish libraries.

Abstract

Purpose

The purpose of this paper is to examine aspects of measuring the impact of new innovations in Finnish libraries.

Design/methodology/approach

Along with the change of paradigm of libraries’ ways of action toward more networked and with the developing of new innovative services, new evaluation methods and indicators will be needed to show the value and impact of the operation of these services.

Findings

To measure the impact of services produced by the networking of several organizations and the added value perceived by the patrons, new methods of impact assessment are needed, as well as change in the way of thinking.

Originality/value

In the libraries, there is only a little if at all discussion about the need and means of showing the results, impact and value of the library services to their clientele, their frame organizations or the society. This is the first article to examine aspects of measuring the impact of new innovations in Finnish libraries.

Details

Library Management, vol. 40 no. 3/4
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 13 August 2008

Petros A. Kostagiolas and Maria B. Kitsiou

Quality has been defined in many different ways and it forms a complex and subjective concept, incorporating at any given time the true (expressed and implied) needs of…

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1692

Abstract

Purpose

Quality has been defined in many different ways and it forms a complex and subjective concept, incorporating at any given time the true (expressed and implied) needs of all those involved. A possible approach in the context of library and information services is the implementation of a well‐known quality management system such as the ISO 9001:2000. This paper aims to investigate and empirically assess the current issues and the perceptions for quality management systems implementation in Greek academic libraries.

Design/methodology/approach

An empirical qualitative survey based on the development of a questionnaire for semi‐structured interviews with the directors of Greek academic libraries. The study was conducted during the third quarter of 2007 in regard to the effects of quality management system implementation.

Findings

The comparisons between approaches to, and perceptions of, quality management need to be balanced. An interest for ISO 9000:2000/ISO 9001:2000 has been observed in academic libraries in Greece.

Practical implications

The study of the current attempts for implementing quality management systems as well as evidence about perceptions regarding ISO 9000:2000 of libraries directors may aid in the development of policies for quality management in academic libraries in Greece.

Originality/value

This paper provides information for ISO 9001:2000 implementation in Greek academic libraries and empirical results about the perceptions of Greek academic library directors based on semi‐structured interviews.

Details

Library Management, vol. 29 no. 6/7
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 1 August 2003

Melita Ambro˘zič

The paper discusses theoretical and practical approaches to the problems of assessing library performance and especially of measuring outcomes in the developing world…

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1270

Abstract

The paper discusses theoretical and practical approaches to the problems of assessing library performance and especially of measuring outcomes in the developing world, i.e. the impact and value of the library services for their users and society as a whole. The importance of a systematic evaluation of a library’s activities and the use of modern management methods and tools is emphasized. The need for an appropriate management information system as one of the key elements for the library decision‐making process is demonstrated. The need to enable libraries in developing countries to implement national systems of library statistics is demonstrated. To do this it is important to educate the librarians to collect and use data effectively, to enable them to be able to make the transition from measuring inputs to measuring outputs, and to understand the possible methods and importance of measuring library outcomes.

Details

Performance Measurement and Metrics, vol. 4 no. 2
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 1 September 2006

Anu Nuut

The purpose of this paper is to provide a review of the development of practice and application of standards in Estonian research libraries.

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1644

Abstract

Purpose

The purpose of this paper is to provide a review of the development of practice and application of standards in Estonian research libraries.

Design/methdology/approach

The paper describes the following themes: evaluation of library performance; library performance measures: impact and outcome; and current developments in Estonia.

Findings

The research in this field needs to be improved, completed and developed on the national level in the following directions: implementation of internationally approved relevant research methods; the choice of methodology and tools appropriate for different library types; continuation of standardisation considering the electronic library evaluation; preparation of guidelines for the usage of indicators and their interpretation on the national level; development of data processing for research needs.

Originality/value

The paper offers insights into the current developments in library performance in Estonia.

Details

Performance Measurement and Metrics, vol. 7 no. 3
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 17 May 2011

Haruki Nagata and Lisa Klopfer

The purpose of this paper is to examine and discuss the basis for management decisions among options expressed by customer groups on the basis of their perception and…

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1396

Abstract

Purpose

The purpose of this paper is to examine and discuss the basis for management decisions among options expressed by customer groups on the basis of their perception and assessment of library service.

Design/methodology/approach

In 2008, the authors investigated how customers perceive library functions and assessed the actual activities of Echigawa Library (Shiga prefecture, Japan). Two consecutive analyses were conducted: factor analysis and cluster analysis in order to segment the customers into individual groups based on their perception of libraries. Each of the segments of library customers was then examined to ascertain how they appreciate and make use of the Echigawa Library.

Findings

The survey results indicate that in general the customers show a high demand for multiple library services and give a good grade for its services delivery. Four groups of library customers are identified by cluster analysis; however, their demand for service and judgment of the adequacy of service delivery are fairly diverse. Among them, one customer group shows a reasonably positive response to the range of library services and is confirmed to be a yardstick group.

Research limitations/implications

Since library evaluation should provide the criteria for determining management decisions, the question of which groups of customers the library should take into consideration is vital. This question is solved through the detailed investigation of empirical data.

Originality/value

The paper investigates the particular situation of a small library to offer a model that could be used globally for a more subtle and precise approach to the improvement of library service than is usually attempted.

Details

Library Management, vol. 32 no. 4/5
Type: Research Article
ISSN: 0143-5124

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Book part
Publication date: 26 August 2020

Sanghamitra Dalbehera

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital…

Abstract

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital collections, web portals, personalized services, online library instruction, e-reference service, online document delivery, helpdesk services and electronic publishing. Today many university libraries in India offer electronic information resources to their users in order to satisfy their information needs. Managing the development and delivery of electronic library services is one of the major challenges for these libraries. The University libraries in Odisha state which is situated at the eastern part of India gradually transformed their traditional library services to e-services. Thus, it is important to understand and conceptualize library service quality in the web-based service environment and how it can be accessed. In this chapter, E-S-QUAL model is adopted to identify the criteria to assess the service quality of library website of Siksha ‘O’ Anusandhan (SOA) University located in Bhubaneswar city of Odisha from the research scholars’ viewpoints. The purpose of this study is to investigate the effects of E-S-QUAL dimensions such as efficiency, system availability, fulfillment and privacy on user’s perceived value, e-service quality and e-loyalty that influence the digital library services. With an empirical data set including 350 valid questionnaires collected through online survey from the research scholars of SOA community, the result provides a foundation for better understanding research scholars’ perceptions on e-service quality for libraries. This information is also useful to universities’ libraries website designers and service providers and in the management of web-based services.

Details

International Perspectives on Improving Student Engagement: Advances in Library Practices in Higher Education
Type: Book
ISBN: 978-1-83909-453-8

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Article
Publication date: 27 April 2010

Roswitha Poll

The purpose of this paper is to present results of NUMERIC, a project of the European Commission that started out to define measures and methods for assessing the current…

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3873

Abstract

Purpose

The purpose of this paper is to present results of NUMERIC, a project of the European Commission that started out to define measures and methods for assessing the current state of digitisation in Europe's cultural institutions (archives, libraries and museums). The central task of the NUMERIC project was to develop a framework for the collection of statistical data that would be most suitable to give a national overview of digitisation.

Design/methodology/approach

The project developed definitions and data collection methods for the intended survey. After testing the survey in a number of archives, libraries and museums, the project team collaborated with nominated experts in each member country for choosing an adequate sample of cultural institutions throughout Europe.

Findings

In spite of all differences between countries and institutions, the project attempted an estimate of the present state of digitisation in Europe. According to the statements of the responding institutions in the sample, only about 19 per cent of the analogue collections in cultural institutions have as yet been digitised, for about 30 per cent the institutions do not plan digitisation, and at least 50 per cent of the analogue collections in cultural institutions are still waiting digitisation.

Research limitations/implications

As many questions in the survey could only be answered by some of the institutions, some results – especially usage data – are not statistically valid. Different samples of cultural institutions in the countries, different completion rates of answers for each question and differing interpretations of “digitisation” have affected the results.

Originality/value

The paper acquaints professionals in culture statistics and in digitisation projects with the set of well‐defined statistical data that was tested in the NUMERIC project. It also shows the problems and limitations of these data.

Details

Program, vol. 44 no. 2
Type: Research Article
ISSN: 0033-0337

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Article
Publication date: 1 November 1998

Jack O’Farrell

This paper is based on research carried out in Liverpool John Moores University, and investigates the capability of three library automated systems to generate datasets…

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1185

Abstract

This paper is based on research carried out in Liverpool John Moores University, and investigates the capability of three library automated systems to generate datasets necessary to form the ISO 11620 draft standard on performance measurement in libraries. Gives background to the standard and details how the Talis, Dynix Classic and Innopac systems can generate the datasets. Concludes that the systems are weak in generating the necessary management data.

Details

New Library World, vol. 99 no. 6
Type: Research Article
ISSN: 0307-4803

Keywords

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