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Libraries and Key Performance Indicators

Book Description

Libraries and Key Performance Indicators: A Framework for Practitioners explores ways by which libraries across all sectors can demonstrate their value and impact to stakeholders through quality assurance and performance measurement platforms, including library assessment, evaluation methodologies, surveys, and annual reporting. Whilst several different performance measurement tools are considered, the book’s main focus is on one tool in particular: Key Performance Indicators (KPIs). KPIs are increasingly being used to measure the performance of library and information services, however, linking KPIs to quality outcomes, such as impact and value can prove very difficult. This book discusses, in detail, the concept of KPIs in the broader context of library assessment and performance measurement. Through reviewing some of the applied theory around using KPIs, along with harvesting examples of current best practices in KPI usage from a variety of different libraries, the book demystifies library KPIs, providing a toolkit for any library to be used in setting meaningful KPIs against targets, charters, service standards, and quality outcomes.

  • Provides an overview of performance measurement tools for libraries
  • Discusses KPIs in a broad context
  • Offers an understanding of reporting, monitoring, and acting upon KPI data
  • Provides best practice examples of Key Performance Indicators (KPIs) in libraries
  • Includes practical and reusable examples of KPIs that can be applied in local contexts (a toolkit approach)

Table of Contents

  1. Cover image
  2. Title page
  3. Table of Contents
  4. Copyright
  5. About the Author
  6. Chapter One: Introduction
    1. Abstract
  7. Chapter Two: What Do KPIs Have to Do With Libraries?
    1. Abstract
    2. 2.1 Information and Society
    3. 2.2 Where Does Evaluation Fit in?
  8. Chapter Three: A Brief History of Evaluation and Performance Measurement in Libraries
    1. Abstract
    2. 3.1 What Is Being Measured?
    3. 3.2 Key Moments in Library Evaluation History—How It All Began
    4. 3.3 The Consumer Society
    5. 3.4 New Managerialism
    6. 3.5 Demonstrating Quality
  9. Chapter Four: Developing a Culture of Performance Measurement
    1. Abstract
    2. 4.1 What Is Actually Being Evaluated?
    3. 4.2 Demonstrating Impact
    4. 4.3 Outcomes of Library Usage
    5. 4.4 Social Impact
    6. 4.5 Value
  10. Chapter Five: Performance Measurement in the Digital Age
    1. Abstract
    2. 5.1 What Next?
  11. Chapter Six: Quantitative Methods of Performance Measurement
    1. Abstract
    2. 6.1 Statistics and Statistical Returns
    3. 6.2 Current Examples of Library Statistical Returning
    4. 6.3 Statistical Measures for E-resources
    5. 6.4 Library Analytics and Metrics
    6. 6.5 Bibliometrics
    7. 6.6 Altmetrics
    8. 6.7 Questionnaires and Surveys
    9. 6.8 Value for Money
  12. Chapter Seven: Qualitative Methods for Performance Measurement
    1. Abstract
    2. 7.1 Focus Groups
    3. 7.2 Interviews
    4. 7.3 Suggestion Boxes/Comments Schemes/Evaluations
    5. 7.4 Observation
    6. 7.5 Reflective Journals and Diaries
    7. 7.6 Benchmarking
    8. 7.7 User Experience (UX)
  13. Chapter Eight: Mixed Methods for Performance Measurement
    1. Abstract
    2. 8.1 Quality Frameworks
    3. 8.2 Annual Reporting
    4. 8.3 Balanced Scorecards
  14. Chapter Nine: An Overview of Key Performance Indicators
    1. Abstract
    2. 9.1 Is a KPI Not Just a Statistic?
  15. Chapter Ten: How Can KPIs Be Used in Performance Measurement?
    1. Abstract
    2. 10.1 Can Value and Impact Be Measured Through Performance Indicators?
    3. 10.2 Using Indicators to Measure Value
    4. 10.3 Using Indicators to Measure Performance Against Outcomes
  16. Chapter Eleven: Case Studies
    1. Abstract
    2. 11.1 Kingston University
    3. 11.2 Liverpool John Moores University
    4. 11.3 McMaster University
    5. 11.4 Principles for Better Metrics – An Approach in NHS Library and Knowledge Services
    6. 11.5 Ongoing Development of Metrics in NHS LKS
    7. 11.6 KPI Case Study at The Pennsylvania State University
    8. 11.7 Case Studies Summary
  17. Chapter Twelve: Using KPIs in Your Library and Information Service
    1. Abstract
    2. 12.1 Academic Libraries
    3. 12.2 Public Libraries
  18. Chapter Thirteen: Final Reflections Performance Measurement and Performance Indicators
    1. Abstract
  19. References
  20. Appendix A: Kingston University, Key Performance Indicators and Service Standards
    1. KPIs
    2. Service Standards
  21. Appendix B: NHS, Template to support the creation and sharing of quality metrics: GMC Survey Scores
    1. Checklist
  22. Appendix C: NHS, Template to support the creation and sharing of quality metrics: LQAF Compliance
    1. Checklist
  23. Appendix D: NHS, Template to support the creation and sharing of quality metrics: OpenAthens
    1. Checklist
  24. Appendix E: British Library, Example of Strategic Performance Dashboard, 2016/17 From The British Library
  25. Appendix F: Edge Hill University, Learning Services: Key Performance Indicators
  26. Appendix G: McMaster University Library Scorecard
  27. Index