Emerald | Performance Measurement and Metrics | Table of Contents

Developing a values scorecard

literatinetwork@emeraldinsight.com (J. Stephen Town, Martha Kyrillidou) — Fri, 12 Apr 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to define a framework and categorization of the types of evidence required to prove the value and impact of libraries. It questions the limitations of current measurement for library value, and hence for contributing to academic and research library planning and advocacy. The paper describes and draws on some of the recent progress in value and impact measurement over the last five years. Scenario planning exercises conducted by both ARL and SCONUL are used to analyse the likely future value proposition emerging for libraries. A values-based value scorecard is proposed, which would demonstrate the transcendent value of academic and research libraries now and in the future. Design/methodology/approach – The paper examines research literature from library and general management texts to propose a framework for measuring the value and impact of libraries. Findings – The paper concludes that a value scorecard can be used alongside the balanced scorecard to add a more value-oriented picture of library strengths and contribution. The potential benefit of the proposed value scorecard is to gather evidence which will assist both strategic planning and decision making in relation to key areas for future investment. Originality/value – The proposal defines a new framework aimed at measuring the full value of academic research libraries, considering both tangible and intangible assets. The proposal has been developed by exploring measurement gaps in the library management field and exploring potential options from this area and general management literature. If applied successfully, the model should provide a useful tool for strategic management and decision making.

Exploring the cause and effect of library value

literatinetwork@emeraldinsight.com (Danuta A. Nitecki, Eileen G. Abels) — Fri, 12 Apr 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to validate a proposed framework of library value as the relationships between diverse stakeholders’ perceptions of valued effect of a library and of causes for the effect. It does so through adaptation of the “five whys” inquiry, a tool for uncovering root causes used extensively for process improvement. A “library value wheel” graphically illustrates a diverse set of stakeholders (i.e. faculty, students, university administrators, librarians, donors, and library employees) and their perceptions of the most valued effects of the library. To begin this exploration the researchers have selected faculty as the initial stakeholder to study because of their important influence in the academy. The following research questions guide the study: What effects of the library do faculty most value? What are perceived causes of these valued effects? What effects of the library do faculty perceive other stakeholders [e.g. students and administrators] most value? What variations among the causes faculty identify for valued effects emerge from use of the five why inquiry? Design/methodology/approach – This qualitative study consists of a series of individual and group interviews with faculty members representing different academic disciplines and rank at one US university. Adapting the “five whys” inquiry, the researchers conducted sufficient individual interviews to reach data saturation (typically 15 to 30 interviews) to identify root causes that address perceptions about value the academic library provides to faculty. The interviews were audio taped and transcribed for data analysis; the results were sent to the interviewees for a member check. In addition, the results of the analysis were validated in a focus group session with faculty members of the library advisory group. Lastly, the identified valued library effects and their causes were compared to elements of value identified in the literature. Findings – Several root causes of perceived value were identified, with caution to generalize; among these are: increase my productivity; expand student ability; do my job; save money; indulge intellectual curiosity; not feel frustrated; meet accreditation criteria; and change the University. Originality/value – The study emphasizes that value involves the stakeholders in the identification of the valued effect of the library. The “five whys” inquiry delves deeply and arrives at a root cause of value that will allow librarians to take steps to maximize an institutional perception that of the value the library provides its community. It is often difficult for stakeholders to articulate why the library is or is not of value and this approach will help them do so. In addition to eliciting the perceived value of the library to the faculty, the study also gathered faculty perceptions of causes of valued library effect on students and administrators. The study also introduced the “library value wheel” which broadly defines the causes of valued effects on stakeholders of libraries. The study's empirical data will be integrated into this framework in subsequent studies. Since value is a political tool, involving the faculty and focusing on their perceptions will be important for advocating library support. This study will communicate to librarians reasons faculty perceive the library to be of value. In essence, this approach partners influential stakeholders with librarians to develop strategies for maximizing the value of the library.

Library usage and demographic characteristics of undergraduate students in a UK university

literatinetwork@emeraldinsight.com (Graham Stone, Ellen Collins) — Fri, 12 Apr 2013 00:00:00 +0100

Abstract

Purpose – This paper builds upon existing research into library usage by exploring whether demographic characteristics such as age, gender, ethnicity and country of origin have an effect upon undergraduate library usage at the University of Huddersfield. Design/methodology/approach – The study uses demographic and library usage data for a graduating year of full-time undergraduate students at the University of Huddersfield, and uses statistical tests to explore the significance of the relationship between demographics and usage. Findings – The study finds that there is a statistically significant relationship between demographic characteristics and library usage on some, though not all, dimensions. But in many cases the effect size is small. Research limitations/implications – The study uses data from a single UK university, and the findings may not therefore be generalizable. Furthermore, the study is able to identify statistical relationships but is not able to fully explain why they exist. Practical implications – The findings suggest that library services may need to be shaped differently for different demographic groups of students. Working with students in their own institution, librarians may be able to discover more about why these differences exist. Originality/value – This paper shows a relationship between usage and demographic characteristics among undergraduate students, allowing librarians to consider how better to shape their services to meet student needs.

Quality assurance improvements in Australian university libraries

literatinetwork@emeraldinsight.com (Karen Tang) — Fri, 12 Apr 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to examine the growth in quality assurance maturity within the six Australian and New Zealand university libraries which make up the Libraries of the Australian Technology Network (LATN). Design/methodology/approach – The paper is based on benchmarking surveys of library quality assurance commissioned by LATN in 2005/2006, with a follow up study in 2010. The author led the conduct and analysis of both surveys. The 2005/2006 study reviewed quality assurance practices at the member libraries, to draw out examples of best practice and identify gaps and possible areas for improvement within the libraries. It was based on a review of member libraries’ websites, a questionnaire completed by a nominee from each member library, and follow-up in-person interviews with each nominee and the University Librarian of each institution. In 2009/2010 the same questionnaire was re-administered to investigate whether changes had occurred in the intervening period, including what improvements had been made and where there were still gaps. Had the conduct of quality audits by the Australian Universities Quality Agency had an impact? Had members made improvements to their quality assurance processes based on the findings of the first study or for other reasons? To elicit additional information, follow-up interviews are being carried out in 2011. Findings – In 2005/2006 the reviewers found three models of responsibility for quality assurance: centralised, within a manager's portfolio and devolved. Each was appropriate to a different level of quality maturity, with a centralised model considered to be most appropriate at the early stages of development. Whereas in 2005/2006 only one library had a centralised model, by 2010 three libraries had adopted this model and one had moved on from it. The paper compares applications of these models in the libraries and looks at the extent to which growth in quality assurance in the libraries is associated with adoption of the centralised model. It distinguishes the formal creation and appointment of a quality officer position from the ad hoc individual efforts in quality which can and do occur in many libraries. In 2005/2006 only two libraries had a functioning and well-maintained quality framework which the LATN reviewers considered to be a hallmark of best practice in quality assurance. By 2010 this number had doubled to four. The paper looks at the quality, planning and/or performance frameworks in place and whether they were selected or developed by the library or imposed by their parent university. The impact of the adoption of a framework on the development of quality policies, procedures and documentation to achieve comprehensiveness, standardisation and repeatability in quality assurance are considered. A notable change between the 2005/2006 and the 2010 surveys was the growth in individual work planning and performance review, which was identified by the LATN reviewers as a sector-wide gap in 2005/2006. Ideally, use of such plans and assessments should assist in the taking quality beyond library management, to develop amongst the library staff a culture of continuous improvement.Originality/value – The paper provides real examples of how quality assurance can and has been improved in libraries, within a five year timeframe. While it is based on the experience of Australian and New Zealand libraries, it addresses concerns and provides solutions which are appropriate internationally. It provides a range of options which an individual library could adopt depending on its own context.

Review of the current gap between clients’ expectations and perceptions of received service in national library by using gap analysis model

literatinetwork@emeraldinsight.com (Narges Neshat, Mozhdeh Dehghani) — Fri, 12 Apr 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to measure service quality in a national library from users’ views, based on gap analysis model by using the LibQUAL+™ tools. Design/methodology/approach – The study was done using a LibQUAL+™ survey. In this research, service quality has survived in three dimensions: Affect of Service, Information Control, and Library as Place in three levels – “minimum”, “perceived levels of services” and “desired level”. Statistical population of this research included all users (female and male) who use different parts of the National Library of Iran (NLAI) in the year 2010. Due to the high volume of population and time & budget restrictions, 332 people formed the sample size. Findings – Findings showed that from users’ views, librarians could not meet minimum users’ expectations except in some cases. Library resource quality in perceived level of service is less than their expectations minimum. In other words, library resources could not meet minimum expectation and there are more gaps until desired level. Library as Place dimension has more quality than the two other dimensions, but NLAI place quality in perceived level is less than users’ expectation minimum. Of course there is a little gap with perceived level in this dimension. Practical implications – The similarity in some results of LibQUAL+™ in academic libraries and national library implies that perhaps LibQUAL+™ tool is applicable for measuring library services in different type of libraries. Originality/value – Using the LibQUAL+™ Survey has helped the national library in Iran to better serve its main user groups and showed that the translated and domesticated version of LibQUAL+™ can be reliably implemented in different type of libraries.

To what extent does a corporate information unit impact upon the company in which it is based?

literatinetwork@emeraldinsight.com (Tina Reynolds) — Fri, 12 Apr 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to discuss the extent to which the impact of the information unit (IU) is felt within the parent organisation. Design/methodology/approach – The paper opted for mixed methods approach combining two survey methods: a quantitative questionnaire with a follow-up set of qualitative interviews. Findings – The IU was felt to have an impact; however, the definition of impact was very difficult to pin down. There is a need to promote the work of the IU. Research limitations/implications – Because of the chosen research approach, the research results may not be replicable. Additionally, there is a risk of researcher bias. Practical implications – The paper could be used to help study impact in other special libraries. Originality/value – This paper seems to be unique in studying the impact of a corporate library using this approach. It will be of use to other corporate librarians and possibly those looking at mixed methods.

Biofuel research and data mining

literatinetwork@emeraldinsight.com (Rekha Mittal) — Fri, 12 Apr 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to explore and map the intellectual structure of biofuel research. Design/methodology/approach – The study attempts to present the structure of biofuel research through document co-citation patterns of core references. Document co-citation analysis was performed using the Web of Science of the Thomson-ISI database. A sample of 26 cited references was identified and the co-citation frequencies were analyzed and represented them systematically within groups of similar researched topics. Findings – The study shows the co-citation analysis method suitable for depicting structure of biofuel research in document clusters by performing multivariate analysis: cluster analysis, factor analysis, multidimensional scaling and network analysis. Research limitations/implications – The study is limited to research articles and co-citation data for the first author only. For the co-citation analysis, the cited references rather than the cited authors were used as the units for analysis. Practical implications – Co-citational analysis using multivariate tools provides a useful technique to explore and document the development of the field supplementing the insights normally available from the routine co-citational analysis. Originality/value – Specialties in biofuel research are identified and this may provide a valuable building block for future research.

Evaluating and Measuring the Value, Use and Impact of Digital Collections

literatinetwork@emeraldinsight.com (Frank Huysmans) — Fri, 12 Apr 2013 00:00:00 +0100

Guest editorial

literatinetwork@emeraldinsight.com (J. Stephen Town) — Fri, 12 Apr 2013 00:00:00 +0100

Editorial

literatinetwork@emeraldinsight.com (Steve Thornton) — Fri, 12 Apr 2013 00:00:00 +0100

2012 Awards for Excellence

Fri, 12 Apr 2013 00:00:00 +0100