Measuring the quality, value and impact of academic libraries: the role of external standards
Abstract
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.
Keywords
Citation
Broady‐Preston, J. and Lobo, A. (2011), "Measuring the quality, value and impact of academic libraries: the role of external standards", Performance Measurement and Metrics, Vol. 12 No. 2, pp. 122-135. https://doi.org/10.1108/14678041111149327
Publisher
:Emerald Group Publishing Limited
Copyright © 2011, Emerald Group Publishing Limited