The evolution of Global Libraries’ performance measurement and impact assessment systems

Paley, Jeremy; Cottrill, Julia; Errecart, Katherine; White, Aimee; Schaden, Carrie; Schrag, Tyler; Douglas, Ronald G.; Tahmassebi, Beeta; Crocker, Rachel; Streatfield, David

doi:10.1108/pmm-04-2015-0010

Cited by 8 publications

(11 citation statements)

References 6 publications

(3 reference statements)

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“…Many of the questions in the questionnaire were not designed from scratch. The questions were designed based on the structure called Common Impact Measurement System, CIMS for short, which has been used by many of the projects implemented within the scope of the Global Libraries Initiative (Paley et al, 2015). The survey that aimed to obtain information on the users of municipal libraries, their usage level of libraries, and how they perceive of the library as a learning environment was conducted in May of 2017.…”

Section: Methodology and Limitationsmentioning

confidence: 99%

Libraries as learning environments: the example of “Libraries for Everyone”

Doğan

Soydal

2019

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Purpose -In this article, the Libraries for Everyone Project and the studies carried out within the scope of the Project are presented; the role of libraries as learning environments is discussed; and the data obtained from the library usage research/survey are shared. Design/methodology/approach -The research includes the findings of a questionnaire study that was applied in May, 2017 to 4566 respondents from 147 libraries participating in the Project. The population is represented with a 99% confidence level and a sampling error of 0.02. The sample size was decided based on the number of registered members in the libraries. Findings -Municipal libraries have potential to be used as learning environments. Originality/value -The usage survey reported in the study is the most comprehensive usage study on municipal libraries so far in terms of the number of participants. The Libraries for Everyone Project is the most extensive project implemented at municipal libraries in Turkey.

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Section: Methodology and Limitationsmentioning

confidence: 99%

Libraries as learning environments: the example of “Libraries for Everyone”

Doğan

Soydal

2019

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“…Also, the performance measurement should not be overlooked in any case. It can give a clear insight if the library services conform to the patrons' expectations (Paley et al, 2015;Hernon et al, 2015;Koltay and Li, 2010;Kim et al, 2003). To increase the quality of services and to meet patrons' expectations, according to Lakos and Phipps (2004), libraries must embrace the use of internally developed systems that would enable successful assessment and evaluation of services and processes that create positive outcomes for stakeholders.…”

Section: User Satisfaction and Service Qualitymentioning

confidence: 99%

Enhancing the customer relationship management in public libraries

Stokic

Stojanović

Bogdanović

et al. 2019

LHT

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Purpose The purpose of this paper is to investigate the possibilities of implementing the customer relationship management (CRM) concept and smart technologies in public libraries in developing countries. The goal was to explore the level of librarians’ awareness about CRM concept and their willingness to accept the CRM concept in libraries. Also, patrons’ satisfaction with the quality of services and relationships in public libraries is explored. Design/methodology/approach The authors obtained data for this research through two online surveys. The first survey measures librarians’ level of awareness about CRM concept and their perception about CRM and smart technologies concept in public libraries in three developing countries: Serbia, Montenegro and Bosnia and Herzegovina. The second survey measures patrons’ satisfaction with services and relationship in public libraries in these three countries. Findings The research results revealed that most surveyed librarians are familiar with the CRM concept. However, libraries in these three developing countries barely use CRM or smart technologies to improve the relationship with stakeholders. Also, most patrons are satisfied with relationships and services. The analysis of data indicates no significant difference in the satisfaction level among patrons between these three developing countries. Research limitations/implications Not all libraries participated in this research. Therefore, the sample is not distributed evenly across different types of libraries or user groups. Future research should include different types of libraries. Practical implications The results can be used by public libraries in developing countries to improve the relationship with stakeholders harnessing CRM concept and smart technologies. Social implications The use of CRM in combination with the smart technologies can help leverage the quality of the relationship between public libraries and stakeholders which in turn would secure their support and loyalty in the future. Originality/value The integration of CRM concept as a component of library business automation process is an idea that has not been discussed widely in the library community and could initiate a positive trend in public libraries in developing countries.

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“…learner change in an educational or work settingis different from that for most LIS provision, which includes a range of possible changes to people's lives, covering but not confined to health, education, work, leisure and community engagement. (The Global Libraries Initiative identified seven main areas in which people's lives can be changed through free access to the internet (Paley et al, 2015) and that is of course only one aspect of library service provision).…”

Section: Leaders Of Lis Education Programmesmentioning

confidence: 99%

How can you tell if it’s working? Recent developments in impact evaluation and their implications for information literacy practice

Markless

Streatfield²

2017

JIL

Self Cite

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This paper surveys the (patchy and uneven) advances in LIS impact evaluation over the past ten years and notes the surge forward in public library impact evaluation, before looking more broadly at international and educational impact evaluation scene and noting the advance of programme-theory driven approaches. The authors then identify various trends drawn from the wider evaluation discourse that they think are likely to be relevant to information literacy (IL) practitioners, academic staff, employers and others who are concerned with impact evaluation of IL work.The trends identified are:growing clarity about the levels of evaluation expertise needed to deliver information literacy support from the perspectives of leaders of LIS education programmes, staff of academic institutions, library leaders and managers and IL practitioners,growing interest in more inclusive or democratic approaches to impact evaluationthe limitations of the simple logic model of evaluationre-purposing of existing data to meet new evaluation needscollecting and presenting stories of change as impact evaluation evidence.Implications for IL practitioners are offered in relation to each of these trends. The authors then predict that over the next ten years there will be a strong focus on whether IL interventions are having an impact in combating misinformation and disinformation; more systematic and sustained approaches to IL impact evaluation in the health and higher education sectors but less so in some school libraries and other settings. They think that the more proactive public libraries will adopt IL evaluation approaches, that workplace IL will continue to depend upon the organisational culture, and that research on information seeking in context will shed light on evaluation priorities. Finally, they hope that future IL work will be underpinned by programme theory-based evaluation.

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The evolution of Global Libraries’ performance measurement and impact assessment systems

Cited by 8 publications

References 6 publications

Libraries as learning environments: the example of “Libraries for Everyone”

Libraries as learning environments: the example of “Libraries for Everyone”

Enhancing the customer relationship management in public libraries

How can you tell if it’s working? Recent developments in impact evaluation and their implications for information literacy practice

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