Reflections on the value and impact of library and information services. Part 1

Abstract

Purpose -The purpose of the part 1 of the series of Viewpoint papers is to examine approaches to identifying the value of library and information services, using concepts from the marketing literature, and stressing the importance of co-creating value with the service users. Design/methodology/approach -The literature review examined some of the approaches to considering value and value creation from the marketing literature. Considers approaches such as narrative based marketing, holistic value frameworks, and concepts such as value creation, value-co-creation, value constellations and service dominant logic. Findings -Shows how "marketing a narrative" can be achieved for different types of library and information service. Demonstrates how the Holbrook's typology, with three sets of value perspectives can be used to obtain a holistic view of the value of a library and information services. Examines how some of the value creation ideas have been, and could be applied to evaluation of library and information services. Originality/value -Uses ideas drawn from the marketing literature to propose novel approaches to assessing the value and impact of library services. These approaches suit current changes in service culture, and emphasise working together with users to co-create value. IntroductionJustifying the value of an information service or information system becomes very important if resources are constrained, but assessing the value of an information service is notoriously difficult, particularly when dealing with information, which is not a commodity like a can of beans, with price, and for consumption once and once only. The same information can come in different formats, contexts and its authority depends on who presents the information. Different people may use the same information to different extents, for different purposes, and individuals will therefor place a different and time-dependent value of that information. The first paper in this Viewpoints series discusses approaches to identifying value (or values) associated with an information service. A few researchers in library and information science have used value concepts from marketing science for evaluation of library and information science, but coverage is limited. This paper aims to review these ideas, and show how they relate to each other. The first part of the paper discusses how to accommodate changing consumer expectations, and tell a story that matters to information service users (marketing a narrative). Once library and information services have started to think about the various values that users attach to our services, we need to think thoroughly about perceived values. The paper then discusses various theoretical ideas

Health outcomes of online consumer health information: A systematic mixed studies review with framework synthesis

“…These results contribute to information science, as few studies have examined ultimate outcomes of information such as health outcomes (Case & Given, ; Urquhart & Turner, ). Specifically, our work is a departure from previous studies that focus on a limited number of factors and outcomes, and usually only positive outcomes.…”

“…Recent reviews showed few studies on information outcomes such as a change in knowledge, emotion, intention, or behavior after information is found or received; they presented exemplar studies, but did not identify types of outcomes in a comprehensive manner (Case & O'Connor, ; Urquhart & Turner, ). Since 2001, we have progressively developed levels of outcomes included in the initial framework using the “Value of information” overarching construct and the “Acquisition Cognition Application” model proposed by Saracevic and Kantor ().…”

“…Although numerous studies have examined Internet access, information needs, and retrieval, few have examined outcomes of information, in particular ultimate outcomes such as health outcomes; for example, three recent literature reviews reported only a few studies focusing on information outcomes (Case & Given, ; Case & O'Connor, ; Urquhart & Turner, ). Outside our work, no conceptual framework seems to currently link health outcomes of OCHI to information use, needs, and outcome‐related factors.…”

Assessing return on investment in health libraries requires lateral thinking

“…There is, of course, a history of value and impact research in the health sector (see Marshall et al, , on research in North America). A three‐part review of value and impact examined different perspectives on value and impact: identifying value, narrative‐based marketing, value co‐creation and perceived value typologies (Urquhart, ); impact assessment, including linking of organisational goals, information needs of users, immediate and long‐term impacts of library service use, and economic impact assessment, including return on investment (Urquhart & Turner, ); working towards an assessment culture, that incorporates frameworks (such as scorecards) and process modelling for ongoing library assessment of value, and identifying where changes are necessary (Urquhart & Tbaishat, ). …”

Improving scholarship through library professionalism: an inevitable role of librarianship in the world of academia

“…As Germano (2011, as cited in Urquhart, 2015) states that physical visits of libraries has declined and library value deficit has become a problem. He further argues, "Libraries cannot rely on the goodwill assumption that libraries are a 'good thing'….…”