Online from: 2000
Subject Area: Library and Information Studies
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|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.|
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.
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