Measuring the quality, value and impact of academic libraries: the role of external standards

Judith Broady-Preston; Alison Lobo

doi:10.1108/14678041111149327

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Performance Measurement and Metrics

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Measuring the quality, value and impact of academic libraries: the role of external standards

Document Information:
Title:	Measuring the quality, value and impact of academic libraries: the role of external standards
Author(s):	Judith Broady-Preston, (Department of Information Studies, Aberystwyth University, Aberystwyth, UK), Alison Lobo, (Library & Information Services, Aston University, Birmingham, UK)
Citation:	Judith Broady-Preston, Alison Lobo, (2011) "Measuring the quality, value and impact of academic libraries: the role of external standards", Performance Measurement and Metrics, Vol. 12 Iss: 2, pp.122 - 135
Keywords:	Academic libraries, Charter mark, Customer service excellence, Impact, Quality, Services marketing, Value
Article type:	Case study
DOI:	10.1108/14678041111149327 (Permanent URL)
Publisher:	Emerald Group Publishing Limited
Acknowledgements:	A substantially revised and updated version of a paper presented originally to the 2nd Quantitative and Qualitative Methods in Libraries Conference, Chania, Crete, 25-28 May 2010.
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.