Evaluation of Information Services

CONTEXT

Evaluation of Information Services

Topics of Day

MissionVisionGoals and

Objectives

StandardsTypes of Metrics

Input Output Performance Customer-related Outcomes (impacts)

Mission

Indicates what the institution does (is)—a philosophical statement that broadly sets forth areas perceived to be important to the organization. Such statements are value assessments of what the organization should be doing

Separates the institution from its peers

Mission Statement

Focus on the presentA mission statement should guide decision-makingFor research, this includes:

What to study How to study How to use results How to communicate findings/ results

Vision

AspirationConcentrates on the futureProvides motivations/ inspirationsNot what we do now, what we plan/ hope to

do.

Mission & Vision

Many are on the Web for both institutions and libraries

http://midhudson.org/department/member_information/missions.htm

Example: Mission

The Howland Public Library provides materials and services to help community residents obtain information meeting their personal, educational and professional needs. Special emphasis is placed on supplying adults with current reading materials; on providing reference services to students (at all academic levels) and other information seekers; and on making facilities available for local individuals, organizations and agencies to do community work. The library serves as a learning and activities center for all residents of the Beacon School District.

Harold Bee Library Brigham Young University

Offers a vision statementTwo Mission statements

General Library Library Web Site

http://www.lib.byu.edu/missions.php

Goals & Objectives

Goals Long-range statements of

activity areas (usually 3-5 years) and suggest activities that will receive priority for organizational resources

May focus on collections, services, and administration

Objectives Are measurable,

challenging, time-limited, and clearly understood

Standards External

benchmarks Library Accreditation

organizations

Example: Goal/objectives

University of Florida, George A. Smathers Library

1. Optimize Delivery Of Library Resources And Services a) Build and manage library collections in support of

academic programs (Develop collections consistent with funding)

b) Provide timely access to requested materials c) Simplify search/discovery of library resources d) Build Digital Library infrastructure e) Build the information literacy/library instruction program f) Increase library outreach and marketing efforts g) Undertake systematic review of reference services

designed

Example: Goals and Objectives

I.A At an inflation-adjusted base of $8,170,000,

review the cancellation program to adjust actual expenditures for serials and monographs

In light of a one-time $500,000 addition to the materials budget, implement desiderata list in conjunction with faculty and program needs

Review the local results of the OCLC WorldCat Collection Analysis Service in preparation for a CSUL-wide initiative for coordination in building collection resources

Review ILL transactions as indicators for materials acquisition

Standards & Measures

Quality(examples)

Collections

Staff

Management

LeadershipServices

Facilities, equipment

Programs

Instruction, teaching,

Fostering learning

Examples of Quality Areas for Libraries/Archives

Measurement Questions

1. How much?2. How many?3. How economical?4. How prompt?5. How accurate?6. How responsive?7. How well?

1. How valuable?2. How reliable?3. How courteous?4. How satisfied?

Four Perspectives

1. The institution and the communities served in the life of the library/archives

2. The library/archives and academic departments and programs in the life of the institution

3. The library/archives, department/ program, and institution in the life of the user/customer

4. The library/archives, program/ department, and institution in the life of stakeholders

Library/ Archive Perspective

Questions How Much How Many How Well

Perpsective Productivity Efficiency Effectiveness

User Perspective

Questions How Well? How Satisfied? How Responsive?

Perspective Service Quality Satisfaction

Institution Perspective

Questions How Well? How Much? How Many? How Efficient?

Perspectives Effectiveness Efficiency

Stakeholder Perspective

Questions? How Well Meeting

Expectations

Perspectives Outcomes

Student Outcomes Student Learning

Outcomes

Types of Metrics

Input*Output*Performance*

*Might be presented in a cost-benefit context

Customer-relatedOutcomes

Student outcomes Student learning

outcomes Other types--impacts

Performance Indicators

Exampleshttp://equinox.dcu.ie/reports/pilist.html

Percentage of the population reached by electronic library services

Number of sessions on each electronic library service per member of the target population

Number of remote sessions on electronic library services per member of the population to be served

Number of documents and entries (records) viewed per session for each electronic library service

Cost per session for each electronic library service Cost per document or entry (record) viewed for each

electronic library service Percentage of information requests submitted

electronically Library computer workstation use rate

Cost Analyses

Cost-benefit analysis: The economic efficiency of a program expressed as the relationship between costs and outputs (or outcomes), usually measured in monetary terms

Cost-effectiveness analysis: The efficacy of a program in achieving goals/objectives (or outcomes) in relation to program costs

How to Get Your Money’s Worth

Mildred F. Sawyer Library at Suffolk University

If you study in the library for one hour per week

Total value for the academic year= $16.44

How did they calculate this?http://www.suffolk.edu/sawlib/faq.htm#anchor13268