Library Assessment: Libraries Enrich Lives

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Library AssessmentLibraries Enrich Lives
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• Robert W. Fernekes, Ph.D.
• Associate Professor
• Zach S. Henderson Library
• Georgia Southern University
• Georgia 30460
• United States

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Introduction, Background Purpose??,?????

• Concepts, Principles Terminology
• Review of the Literature
• The Role of Your Vision Mission Statements
• Putting It All Together

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Library Assessment in Three Themes ????????

• Assessment Overview
• Assessment Practices Methods
• Developing and Using a Balanced Scorecard (BSC)

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Why Assess? Theme I
Assessment Overview
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• Types of Evaluation
• For Planning
• For Improvement
• For Decision Making
• For Accountability
• For Value Worth
• Dudden (2007). Using Benchmarking, Needs
  Assessment, Quality Improvement, Outcome
  Measurement, and Library Standards, p. 4-5
• Broad Levels of Analysis
• Individual
• Service
• Organizational
• Societal
• Matthews (2007). The Evaluation and
• Measurement of Library Services,
  p.17.

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General Evaluation Model ??????Matthews (2004).
Measuring for Results The Dimensions of Public
Library Effectiveness, p. 2-3.

• Input Measures
• Process Measures
• Output Measures
• Outcomes

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The Performance Spectrum ????
Matthews (2007). The
Evaluation and Measurement of Library Services,
p.20.
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The Effective Library ?????

• Culture of Assessment
• Organizational environment that facilitates
  evaluation
• Ongoing staff development
• In measurement, evaluation assessment
  activities
• To improve staff capabilities for customer
  service, better outcomes for customers and
  improved service quality
• Values Rewards Results

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The Effective Library (continued)
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• ??????(OE)
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• Models of Organizational Effectiveness (OE)
• Goal Attainment Model
• External Systems Model
• Internal Process Model
• Strategic Constituencies Model
• Dudden (2007). Using Benchmarking, Needs
  Assessment, Quality Improvement, Outcome
  Measurement, and Library Standards, p. 28-29.

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Models of Organizational Effectiveness and
Dimensions of Library Effectiveness Dudden
(2007). Using Benchmarking, Needs Assessment,
Quality Improvement, Outcome Measurement, and
Library Standards, p. 28.
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The Effective Library (continued)
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The Effective Library (continued)????? (?)

• SWOT Analysis
• Strengths
• Weaknesses
• Opportunities
• Threats
• Matthews (2004). Measuring for Results The
  Dimensions of Public Library Effectiveness, p.
  36.

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What to Measure to Determine Your Return on
Investment (ROI)
????????????? (ROI)

• Customer Satisfaction
• Service Quality
• Collections Usage
• Benefits Social Value
• Strategic Alignment
• Future of Evaluation Assessment

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Needs Assessment Theme II Assessment
Practices Methods
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• Definition Identify a gap or need
• Excellence in Public Libraries defined locally
  through an assessment of community needs
• Service Roles or Responses
• defined in terms of what a library does or
  offers to the public in an effort to meet
  specific community needs.
• Local Planning Process -- Select Prioritize
  Service Responses

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Quality Improvement ????

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• ??????-TQM
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• Definition Efforts to improve a service,
  program or process.
• Total Quality Management-TQM
• Quality Management Principles
• Organizational Commitment
• Process Focus
• Employee Involvement
• Customer Mindedness
• Learning Organization
• Data Driven
• Dudden (2007). Using Benchmarking, Needs
  Assessment, Quality Improvement,
  Outcome Measurement, and Library Standards, p.
  105-7.

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Performance Measurement ????

• Definition Measures applied to answer the
  local questions
• What are you trying to do?
• Are you accomplishing it?
• Three Primary Measures
• Number of people served by a service or program
• Users opinions about how well library services
  meet their needs
• Library applies measures that determine the
  number of service units or service transactions

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Outcome Measurement????

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• Definition IMLS defines outcomes as benefits to
  people specifically, achievements or changes in
  skill, knowledge, attitude, behavior, condition,
  or life status for program participants.
• Ideas from the Literature
• How Libraries and Librarians Help
• Shaping Outcomes, IUPUI
• Demonstrating Results series

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Outcome Measurement Public Library Outcomes
and Service Responses?????????????????

• Basic Literacy
• Business Career Information
• Commons
• Community Referral
• Consumer Information
• Cultural Awareness
• Current Topics Titles
• Formal Leaning Support
• General Information
• Government Information
• Information Literacy
• Lifelong Learning
• Local History Genealogy
• Other Service Responses

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Balanced Scorecard (BSC)?????( BSC )

• Definition Strategic management system,
  provides comprehensive, multidimensional view of
  performance
• Five Perspectives
• Customer
• Information Resources
• Internal Business Processes
• Organizational Readiness
• Financial Perspective
• Developing a BSC in 6 Steps

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• 6?????BSC

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Illustrative Library Balanced ScorecardMatthews
(2008). Scorecards for Results A guide for
Developing a Library Balanced Scorecard, p.56
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Step I Review the Librarys Mission and Vision
Statements Theme III Developing a Balanced
Scorecard (BSC) in Six Steps Matthews (2008).
Scorecards for Results A guide for Developing a
Library Balanced Scorecard
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• Mission Statement Articulates
• The reason why the library exists
• For whom it exists
• What products and services will be provided
• Vision Statement Identifies a
• Future State if goals are achieved
• How the library enhances the Quality of
  Life
• Librarys primary customers
• Librarys priorities

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Pierce County Library System, Washington
Outstanding Community InvolvementGreiner (2004).
Exemplary Public Libraries Lessons in
Leadership, Management and Service, p.126-7
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• Vision Statement The library will enrich lives
  and strengthen communities by creating
  opportunities for the discovery and exchange of
  information and ideas.
• Mission Statement To connect the people of our
  communities to a world of information and
  imagination through
• Skilled Staff
• Diverse Resources
• Response to Community Needs
• Excellent Customer Service
• Community Involvement
• Values At Pierce County Library System we
  value The Public Service Equitable Access
  Freedom of Access Resources Staff and
  Accountability

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Developing a Balanced Scorecard (continued)
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Step 2 Develop a Strategy Map
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• Purpose
• To visually illustrate the strategies the library
  has chosen to close the gap between what the it
  is today and its vision for the future
• To provide a visual framework for 3 to 4
  strategic objectives
• Broad Strategies
• Operational Excellence
• Adding More Value Customization
• Innovative Services

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Step 3 Select Performance Measures
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• Select 3 5 Performance Measures per
  Perspective
• Input, Process, Output Outcome Measures
• Extensive Lists of Possible Performance Measures
• Matthews (2004). Measuring for Results The
  Dimensions of Public Library Effectiveness, p.193
  -222.
• Select Measures from the following categories
  Services, Staff, Materials, Facilities, Costs

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Step 4 Identify Targets and Initiatives
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• Determine Existing Data for each Performance
  Measure
• Establish Targets for each Performance Measure
• Slam-Dunk Targets
• Cakewalk Targets
• Reachable Targets
• Stretch Targets
• Identify Initiatives
• Prioritize Initiatives

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Step 5 Integrate the Scorecard
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• Traditional Management
• ? Strategic Management aligns planning
  budgeting to optimize strategy execution
• Become a Strategy-Focused Organization that
  assigns reallocates resources to support
  initiatives
• Cascade the Scorecard to library departments
  programmings

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Step 6 Communicate the Value of Your Library
Using the Scorecard
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• Select a Format
• Tips for Telling Your Story
• Value Adapted from Matthews (2004). Measuring
  for Results The Dimensions of Public Library
  Effectiveness, p.4.

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• The
  
  Libraries
• Engaged
  Enrich
• Library
  Lives
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Questions and Comments
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• Contact Information ????

Bob Fernekes, Associate Professor Information
Services Librarian, Business Specialist Henderson
Library, POB 8074 Georgia Southern University,
Statesboro, GA 30460, U.S.A. Email
fernekes_at_georgiasouthern.edu Phone [phone]
Chinese Translation LiLi Li, E-Information
Services Librarian ???????,?????????????
S.???????????? E-Mail LiLiLi_at_GeorgiaSouthern.edu