Performance Measurement and Metrics

Needs assessment of library instruction at Texas A&M University Libraries using student feedback : Table of Contents

Adriana J. Gonzalez — Sat Oct 24 08:00:20 BST 2009

Abstract:
Purpose – The purpose of this case study is to identify gaps in service for library instruction conducted at Texas A&M University Libraries by doing a qualitative needs assessment using student feedback. Design/methodology/approach – Using Atlas.ti, student feedback comments taken from academic years 2004/2005 and 2005/2006 are coded in five fields: semester, classification, most useful, least useful, and comments. Major categories and subcategories are created for coding purposes and queries are run in that software program to identify needs and trends using the categories and subcategories. Findings – The results demonstrate that a need for technology is high on the list of needs, however, surprisingly; it is instructor style and material that are found to be a slightly bigger need. Students want an engaging, enthusiastic, and basically pleasant instructor, more than their own computer workstation/laptop. Research limitations/implications – The large number of respondents' feedback is a limiting factor. A point of data saturation is reached. It would be more effective to breakdown the datasets into semesters instead of by years. Practical implications – With the known results, it would be feasible to present these findings to the library faculty or librarians, with teaching responsibilities, in order to begin addressing improving instructor style. It is also encouraging to discover that students want the ability to follow along, which is an indicator that they want to be engaged and feel that having their own laptop, for example would aid with that. Originality/value – This unique study looks at library instruction from a student's perspective instead of from a programmatic perspective. This uniqueness opened up the opportunity for continued research using student feedback forms data.

Development of strategic performance information at the National Library of Scotland : Table of Contents

David Hunter — Sat Oct 24 08:00:20 BST 2009

Abstract:
Purpose – The purpose of this paper is to explore the development of strategic performance indicators at the National Library of Scotland (NLS) over the past two years in response to the introduction of a new corporate strategy and the introduction of an outcome-based public performance framework by the Scottish Government Design/methodology/approach – The paper describes how NLS has developed and improved management of performance information and how the cultural, management and implementation issues have involved. At the same time, NLS has sought to align key performance indicators with the political agenda of the Scottish Government and the paper looks to future developments, particularly in developing outcome indicators which meet both government and NLS needs. Findings – The development of strategic PIs meeting both library and governmental requirements if both practical and feasible. Originality/value – The paper reports a journey of growth and development in performance measurement in a major national library, offering an example for similar libraries worldwide.

What is impact assessment and why is it important? : Table of Contents

David Streatfield, Sharon Markless — Sat Oct 24 08:00:20 BST 2009

Abstract:
Purpose – The purpose of this paper is to offer a definition of impact assessment and to discuss some of the implications of this and other definitions. A particular approach to impact assessment is introduced, as developed for use in a variety of library and information service settings and the principles underpinning this approach are described. Design/methodology/approach – This approach has been adapted by the Bill and Melinda Gates Foundation's Global Libraries Initiative (GL) when providing impact planning and assessment support to grantees through their “IPA Road Map”. The approach is also adopted by the International Federation of Library Associations (IFLA) in devising its impact assessment strategy for evaluation of its future Free Access to Information and Freedom of Expression (FAIFE) work. Findings – The importance of impact assessment in a variety of settings is outlined: from school libraries to university researcher support and from public libraries to electronic information services. Research limitations/implications – Although this paper draws on and quotes from the IPA Road Map developed by the GL, all the comments and opinions expressed are those of the authors and should not be interpreted as representing an official GL viewpoint. Originality/value – Some “unofficial” observations are offered on the relationships between impact assessment, advocacy and service sustainability, particularly in relation to major service development programmes such as the GL.

Measuring academic libraries service quality in fuzzy environment : Table of Contents

Yahia Zare Mehrjerdi, Hossein Sayyadi Toranlo, Reza Jamali — Sat Oct 24 08:00:20 BST 2009

Abstract:
Purpose – The purpose of this paper is to present the perception of service quality. The measurement of service quality has grown significantly in importance over recent years. However, since customers' perceptions of service quality are expressed subjectively in vague linguistic terms therefore, a fuzzy approach to service quality of an academic library is applied and the gap between the student's expectations and perceptions analyzed. Design/methodology/approach – The LibQUAL method is applied to identify the gap between customer expectation and perceptions of the actual service received. The linguistic procedure is developed considering four dimensions of LibQUAL. The quality analyses are based on the non-parametric rank-based statistics (Wilcoxon's two-sample rank sum statistic) and extended to fuzzy data which consequently reinforces results in comparison with crisp data. Findings – It is found that there is no gap between the students' expectations and perceptions in three dimensions of “affect of service”, “library as a place”, and “personal control”. But, from the students' point of view, regarding the “access to information” dimension, there is a significant difference between the students' expectations and perceptions. Research limitations/implications – The instrument that is administered is a paper questionnaire version based on the 2002 model of LibQUAL. Practical implications – It is felt that application of this fuzzy procedure has implications on possible constraints on the statistics of interest, as well as on the p-value of any associated significance tests. Originality/value – This paper is possibly the first to demonstrate the application of fuzzy logic to the LibQUAL model. This fuzzy procedure persuades possibility constraints on the statistic of interest, as well as on the p-value of an associated significance test. This fuzzy procedure persuades possibility constraints on the statistic of interest, as well as on the p-value of an associated significance test.

What do higher education management and administration expect of library benchmarking?: Results of a workshop on BIX – the Library Index for Academic Libraries in Germany : Table of Contents

Ulla Wimmer — Sat Oct 24 08:00:20 BST 2009

Abstract:
Purpose – The purpose of this paper is to report on the results of a workshop held to discover the performance measurement requirements deemed to be necessary by the management of higher education establishments and state authorities in Germany. Design/methodology/approach – A workshop is held with representatives of university directorates and their libraries, members of the ministries for research and higher education at state level, experts on performance measurement for libraries, and representatives of the German Library association and BIX management. Findings – The workshop provides answers regarding which issues a benchmarking system should cover, and what functional requirements the system should meet. Practical implications – An agreed set of new performance measures is defined and agreed to be put into practice in the near future. Originality/value – The workshop allows collaboration between the libraries who helped develop the BIX Library Index, and the HE authorities whose needs were fundamentally different, to reach common ground and understanding for data sets and metrics required for the future.

Bridging the gap between service provision and customer expectations : Table of Contents

Susan McKnight — Sat Oct 24 08:00:20 BST 2009

Abstract:
Purpose – The purpose of this paper is to serve as a reminder to all managers that they must understand their customers, from the customers' perspective, and not make assumptions about customer needs. Design/methodology/approach – Customer value discovery workshops are held with undergraduate on-campus students and academic staff at Nottingham Trent University to identify customer values and irritations. Library staff participate in the workshops and vote as they expect their customers to vote. The gaps identified between staff assumptions of customer perceptions of service importance and performance serve as a catalyst for staff engagement in the change process that is necessary to deliver on the value propositions and reduce customer irritations. Findings – Library staff assumptions of customer perceptions are not always accurate. The gaps identified help to engage staff in the change process that is necessary to improve perceptions of value and to reduce irritations. By explicitly addressing the value propositions with the aims of adding value and reducing irritation, student satisfaction with library services, as measured by two independent satisfaction surveys, improves considerably. Research limitations/implications – The research is based on two customer segments of one university library. The research should be repeated after a gap of three-four years to check if the value propositions and irritations have changed in that time. If so, the goals of the library's operational plan would have to change to reflect the new value propositions. Practical implications – A comparison of the Customer Value Discovery methodology with LibQUAL+™, which is used internationally, and the Rodski Research Group's method, used in Australia and New Zealand, is given. Originality/value – The Customer Value Discovery methodology is most often used in the commercial sector. This paper explores its potential in the not-for-profit sector in the context of a university library service.