Managing the quality, value and impact of academic libraries: the role of external standards

Broady-Preston, Judith and Lobo, Alison Managing the quality, value and impact of academic libraries: the role of external standards. Performance Measurement and Metrics, 12 (2), pp. 122-135.

Abstract

Purpose – The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders. Design/methodology/approach – Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1-2 of a three phase research project are outlined. Findings – Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive. Originality/value – This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.

Publication DOI: https://doi.org/10.1108/14678041111149327
Divisions: Aston University (General)
Related URLs:
Additional Information: A substantially revised and updated version of a paper presented originally to the 2nd Quantitative and Qualitative Methods in Libraries Conference, Chania, Crete, 25-28 May 2010.
Uncontrolled Keywords: value,impact,quality,customer service excellence,charter mark,academic libraries,services marketing,Literature and Literary Theory,Library and Information Sciences

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