Methods and metrics for assessing the return on investment of public, academic and special libraries
José-Marie Griffiths and Donald W. King
Abstract.
Griffiths and King describe their significant experience over many years of calculating the return on investment (ROI) in different types of library and using a range of techniques appropriate to the particular circumstances. The critical incident method is discussed as a particularly effective tool with which to study users and non-users. Cost analysis methods are also described in detail. The key element of ROI work, however, is return metrics, which are reviewed, along with value definitions and measures, and notably contingent valuation. ROI calculations are a major tool in ...
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