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Purpose This study aims to assess users' satisfaction from the re-structured library resources and services due to technological innovations in the Indian Institute of Technology Delhi library. It also identifies and suggests potential improvement areas. Design/methodology/approach The study adopts a survey research method to collect data from the end-users of the library. Data were collected through a structured questionnaire. In total, 100 copies of questionnaires were distributed to the students, and out of the filled received questionnaires, 92 were found dully completed and useable. Collected data were analyzed by using percentage and chi-square test for testing of hypothesis. Findings This study shows that users' usage and preference for e-resources and e-services are increasing as there is a general trend to overlook traditional print resources where e-resources are available in the first place. The study recommends that a radical rethinking is required to strengthen the electronic collection and improve the library services. Practical implications The paper has a direct practical implication. It suggests that as technology continues to evolve, it is likely that academic institutes find themselves identifying appropriate areas to redesign library activities and services regularly. This paper reveals the practice of re-engineering in academic library services and knowing students' specific preferences of resources and services to enhance library usage. Originality/value The study is based on the self-designed structured questionnaire. Primary data has been collected from the IIT Delhi library users, thus providing original information and informative inputs to the existing literature.

PurposeUsing the Association of Research Libraries' SPEC KIT 303 library assessment framework, this study examines and evaluates academic libraries' efforts toward establishing a culture of assessment.Design/methodology/approachA quantitative questionnaire is employed to collect data. The sample comprises 70 library staff working in eight academic libraries in public and private universities in Kuwait.FindingsThe findings document a readiness to create a culture of assessment in Kuwaiti academic libraries, though this was greater in private universities. Resources to develop this culture, such as assessment and analysis methods and the requisite skills and knowledge, are available, but commitment from academic leaders and plans for a shift toward culture of assessment were not evident. Overall, participating academic library staff acknowledged the value of developing a culture of assessment, but this seems not to be an institutional priorityPractical implicationsThe methodology and findings address gaps in library and information science education and library management on creating a culture of assessment and suggest future research avenues.Originality/valueLibrary assessment is a core function of libraries, but guaranteeing the continuity and consistency of related activities requires an organizational culture that facilitates and supports such assessment. While many articles have focused on the requisites for building a culture of assessment in higher education, few, if any, have assessed academic libraries in the cultural context of the Middle East.

Purpose Libraries throughout the world use OCLC’s EZproxy software to manage access to e-resources. When cleaned, processed, visualized and enhanced, these logs paint a valuable picture of a library’s impact on researcher’s lives. The purpose of this paper is to share techniques and procedures for enhancing and de-identifying EZproxy logs using Tableau, a data analytics and visualization software, and Tableau Prep, a tool used for cleaning, combining and shaping data for analysis. Design/methodology/approach In February 2018, The Ohio State University Libraries established an automated daily process to extract and clean EZproxy log files. The assessment librarian created a series of procedures in Tableau and Tableau Prep to union, parse and enhance these files by adding information such as user major, user status (faculty, graduate or undergraduate) and the title of the requested resource. She last stripped the data set of identifiers and applied best practices for maintaining confidentiality to visualize the data. Findings The data set is currently 1.5m rows and growing. The visualizations may be filtered by date, user status and user department/major where applicable. Safeguards are in place to limit data presentation when filters might reveal a user’s identity. Originality/value Tableau used in concert with Tableau Prep allows an assessment librarian to clean and combine data from various sources. Once procedures for cleaning and combining data sources are established, the data driving visualizations can be set to refresh on a set schedule. This expedites the ability of librarians to derive actionable insights from EZproxy data and to share the library’s positive impact on researcher’s lives.

Purpose The University of Tennessee Knoxville’s Libraries has set aside space and stocked it with treadmill desks, standing desks, cycling desks and balance chairs to encourage physical activity while using library space to promote active learning. The purpose of this paper is to assess the impact of this innovative space on library users through a study conducted by a research team using observations and short surveys to gather information about usage trends and user perceptions of this “active learning space.” Design/methodology/approach This study used both ethnographish observation and self-selected survey. Researcher observation notes were used to gather usage rates of the space and equipment in the space, and survey responses were coded for themes to identify user perceptions around the space. Findings The findings strongly suggest that users find mental and physical health value in the “active learning space” and many would find value in the expansion and improvement of the space. Research limitations/implications The limitations of this study include a shorter observation period compared to the survey collection period and limited demographic collection to shorten the survey instrument. Originality/value However, this study was able to assess how an active learning space in an academic library can influence and have a significant impact on student success.

Purpose As libraries are required to become more accountable and demonstrate that they are meeting performance metrics, an assessment website can be a means for providing data for evidence-based decision making and an important indicator of how a library interacts with its constituents. The purpose of this paper is to share the results of a review of websites of academic libraries from four countries, including the UK, Canada, Australia and the USA. Design/methodology/approach The academic library websites included in the sample were selected from the Canadian Association of Research Libraries, Research Libraries of the United Kingdom, Council of Australian University Libraries, Historically Black College & Universities Library Alliance, Association of Research Libraries and American Indian Higher Education Consortium. The websites were evaluated according to the absence or presence of nine predetermined characteristics related to assessment. Findings It was discovered that “one size does not fit all” and found several innovative ways institutions are listening to their constituents and making improvements to help users succeed in their academic studies, research and creative endeavors. Research limitations/implications Only a sample of academic libraries from each of the four countries were analyzed. Additionally, some of the academic libraries were using password protected intranets unavailable for public access. The influences of institutional history and country-specific practices also became compelling factors during the analysis. Originality/value This paper seeks to broaden the factors for what is thought of as academic library assessment with the addition of qualitative and contextual considerations.

Purpose A persona describes a group of library patrons as a single person to better identify and describe user patterns and needs. Identifying personas in academic libraries can assist in library planning by focusing on patrons. Initially, personas were thought to be unique to each library; additional insights led the researchers to rethink this assertion. The purpose of this paper is to determine if personas, developed in one library, are unique or more universal than previously thought. Design/methodology/approach In this study, 903 surveys were completed across two institutions asking library patrons to identify use patterns within each library. Mean score responses were analyzed using an ANOVA, principal component analysis and RapidMiner technology. All analyses were used to identify personas with common interests and places personas in groups or neighborhoods. Findings The findings provide evidence for the universality of academic library personas. However, differences occur in how the personas are grouped and use different library services and resources. Originality/value Personas allow librarians to view patrons in a more personal way as they connect personas to specific library spaces. While the personas appear to be universal, their interactions with each other depend on specific library amenities.

Purpose The purpose of this paper is to explore ways in which “library value” may be communicated in a university setting through more effective engagement with strategic planning and a broader array of campus partners. Design/methodology/approach This paper presents a case study of an academic library in which alignment with the university mission and strategic plan and alignment of library assessment efforts with the broader culture of assessment at the university have resulted in positive gains for the library in terms of campus engagement and recognition of library value. Findings This paper provides insights into successful strategies for improved communication of library value to senior leadership, new investment in library facilities, and enhanced opportunities for collaboration across the university on strategic initiatives including student success, innovation in teaching and scholarship, and community engagement. Originality/value This paper provides library leaders with new approaches to engagement with campus partners and senior academic leadership in promoting the library as a strategic resource worthy of investment in the twenty-first century.

Purpose The purpose of this paper is twofold. It first examines cross-institutional benchmark data about “library as place” from 99 US schools in the Measuring Information Service Outcomes (MISO) Survey (www.misosurvey.org). The data demonstrate the value of “library as place” to students in particular. Second, the paper shares case studies of how two college libraries made MISO Survey “library as place” data actionable. Lafayette College (Easton, Pennsylvania) analyzed local MISO Survey data after a renovation to validate return on investment. Earlham College (Richmond, Indiana) analyzed MISO Survey data to help secure a science library renovation and to justify an architectural study for its main library. Design/methodology/approach The paper begins with an analysis of “library as place” using aggregate benchmarks derived from US college and university respondents between 2012 and 2015. Specifically, the paper contrasts student and faculty perceptions of “library as place” via national benchmarks about: library services importance, satisfaction, and use (three benchmarks); hybrid online/“place-based” library services importance, satisfaction, and use (three benchmarks). Pivoting from higher education to individual, local perspectives, two case studies reveal how academic libraries used MISO Survey findings to demonstrate the value of “library as place” for renovation purposes. Findings The findings include that undergraduates make more frequent use than faculty of place-based services such as reference, equipment loans, and physical course reserves. Undergraduates also find most of these services more important than faculty do. Faculty makes generally more frequent use than undergraduates of online services such as library databases and the catalog. They find that these services to be more important than undergraduates do. Faculty and undergraduates use newer library discovery systems with equal frequency and find them to be equally important. Undergraduates find comfortable library spaces to be very important, and faculty considers them to be only a bit less important. Originality/value This is the first paper using MISO Survey data to focus on the importance and satisfaction of place-based library services involving cross-institutional comparisons for students and faculty. Previously published research using MISO Survey data have compared the use of place-based library services. This is also the first paper to offer case studies about how institutions use MISO Survey data to demonstrate the value of “library as place.”

Purpose The California State University Library successfully improved its library’s hours, including introducing 24-hour access, thanks in part to an assessment process that helped the University Library to develop a partnership with the students. The paper aims to discuss this issue. Design/methodology/approach In order to understand the need for expanded operational hours, students’ were surveyed on their satisfaction with current library hours, suggestions on how best to meet their actual hour needs, and interest in 24-hour access. Efforts to solicit student input included involving the student government in promoting the survey and reviewing its results, a decision that later had a major impact on the success of the project. Findings The survey identified days with problematic hours and which hours student suggested changes to that would best fit most students’ needs. In response to the findings, the library immediately implemented incremental changes that fit within current library resources. The survey’s most significant finding was that 94 percent of students wanted 24-hour study in the library. Originality/value An unexpected benefit of the library making immediate, incremental changes was that students could see the results of their input and feel a sense of ownership. The findings also led to the library making 24-hour access a top priority. When university funding was not available, the university’s student government approached the library with a unique proposal to include funding for 24-hour library access in their proposed student fee increase. The student body showed its willingness to invest in the library by passing the fee increase. California State University San Marco’s library began 24/5 hours in Fall 2017.

Purpose This case study provides a new methodology for examining patron-initiated noise complaints in academic libraries by mining virtual reference chat transcript logs. The purpose of this study is to illustrate how noise complaints can be identified, analyzed and mapped to create a visual representation of the library’s soundscape. Design/methodology/approach This study reviewed 4,494 reference chat logs taken over four semesters at a large public university between August 2015 and May 2017. From these transcripts, the author identified 330 unique noise complaints and analyzed them by content, time of day, day of week, week of semester and floor of library. Complaints were also plotted on a library map to determine noise complaint hot spots. Findings Analysis of the noise complaints showed that 82 per cent of the reported incidents originated in designated quiet study zones and 55 per cent of the complaints occurred in the evenings when the library was more lightly staffed. Mapping the noise complaints revealed that most infractions were reported in areas where public computing areas and group study rooms were situated directly adjacent to designated quiet study areas. Originality/value Although there are numerous studies on noise in libraries and many published analyses of reference chat transcripts, this paper is the first to analyze chat transcripts for the purpose of studying noise complaints in the library. This paper is an expansion of a preliminary study presented at the 2016 Library Assessment Conference in Arlington, VA.

Purpose The purpose of this paper is to draw a picture of the current landscape of library assessment based on the data gathered in interviews. The authors will focus specifically on the continuum between micro and strategic assessment and share the lessons learned from diverse institutions and geographies about how to build a culture of assessment. Design/methodology/approach Between 2015 and 2017, the researchers have interviewed more than 75 library directors and leaders, library assessment practitioners, and academic experts on four continents about library assessment and its current state in their institutions. Findings The results reveal a varied landscape, with libraries in widely varying stages of assessment performance and readiness. Originality/value This paper presents the results of a large-scale study over more than two years. More than 75 people have been interviewed in five countries. The scale and scope of the work is both significant and unique.

Purpose The research explores the emerging specialty of learning space assessment with a focus on how new information professionals represented by graduate students in an academic libraries course defined quality criteria for library spaces and how they approached designing and conducting a one-shot multi-site space assessment project. Design/methodology/approach The instructor-investigator adopted a diachronic collective case study strategy, using documents generated by six cohorts over three academic years. The data included 180 online discussion posts, 97 individual site assessments and 32 group project reports. Data were analysed quantitatively and qualitatively to identify patterns and trends in student behaviour. Findings The analysis revealed a strong trend among students for creating their own evaluation frameworks in preference to reusing existing professional tools in their current form; the proportion of students who developed their own criteria or combined existing criteria in new ways shifted from 40 per cent to 80 per cent in three years. Their approaches demonstrated willingness and ability to engage in independent and creative thinking, and readiness to explore interdisciplinary and international perspectives on space. They also displayed a commitment to accessible, flexible and adaptable user-centred design for active, collaborative learning and to bringing a user perspective to their observations. Originality/value The focus on student-librarians provides a unique forward-looking perspective on the desirable qualities of next-generation learning spaces in academic libraries. The study documents an unprecedented range of established and novel space evaluation frameworks and tools informed by different professional disciplines. The results should be of interest to library and information science (LIS) educators and practitioners.

Purpose This paper aims to examine the principles that underpin library assessment, methods used for impact and performance evaluation and how academic libraries should use the findings, and it discusses how value frameworks help. Design/methodology/approach This is a literature review covering aspects of value (value propositions, value co-creation), value frameworks (including the 2015 ACRL framework, Holbrook typology with worked example), data analytics and collaborative projects including LibQUAL+ initiatives and the use of balanced scorecard principles (including a values scorecard). Findings The use of data analytics in library assessment requires collaboration among library services to develop reliable data sets. Scorecards help ongoing impact and performance evaluation. Queries that arise may require a framework, or logic model, to formulate suitable questions and assemble evidence (qualitative and quantitative) to answer new questions about the value of library services. The perceived value framework of Holbrook’s typology, the values scorecard and the ACRL framework all support the deeper level of inquiry required. Research limitations/implications Includes examples of possible application of frameworks. Practical implications A value framework might help data analytic approaches in combining qualitative and quantitative data. Social implications Impact assessment may require assessing how value is co-created with library users in use of e-resources and open data. Originality/value The study contrasts the varying approaches to impact evaluation and library assessment in academic libraries, and it examines more in-depth value frameworks.

Purpose This paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions. Design/methodology/approach Two statistical methods are used, namely, the difference-in-differences method and a simple moving average time series analysis, to analyze both the short-term and long-term impact brought by chat reference. Findings This study finds that the usage volume of the traditional face-to-face reference is significantly affected by chat reference in its first service year. The long-term analysis suggests that chat reference volume displays a significant declining trend (−2.06 per cent academic month) since its implementation. Yet, its usage volume relative to other reference services remains stable over time. Originality/value The findings in this case study will be of value to libraries with similar scale and institutional features that are also interested in assessing their chat reference service. In addition, this paper is the first to apply the difference-in-differences approach in the field of library science, and the two statistical methods adopted in this case study can be readily adapted and applied to other similar volume-based library assessment projects.

Purpose The purpose of this paper is to discuss the importance of selecting “well-matched” independent and dependent variables in quantitative research to maximize the possibility of detecting impact of library services on indicators of student success. The paper introduces the concept of sensitivity, which is the extent to which a measure will detect change in the thing being measured. Design/methodology/approach To make the case, the authors use the impact of amount of library instruction received on Grade Point Average (GPA) as an example, explaining a correlational research study at their institution. However, the emphasis of the paper is on the conceptual importance of sensitivity in variable selection in quantitative studies of all types. Findings After finding no statistically significant relationship between the amount of library instruction received and GPA, the authors determined that GPA was not a sensitive enough variable to detect the impact of a few class sessions taught by a librarian throughout students entire undergraduate career. Based on the findings and the literature, the authors conclude that the practice of selecting “insensitive” dependent variables that are unlikely to detect impact of the independent variable is a common practice in the library assessment literature. Originality/value In an era where bigger is better when it comes to demonstrating impact of library services, this paper argues that libraries sometimes diminish their ability to illustrate their contributions to student success by choosing large scale indicators of student success as independent variables which fail to detect the impact of library services.

Purpose The purpose of this paper is to review the current state of library space assessment, and to investigate how new professionals, represented by a cohort of graduate students taking a course on academic libraries, approached the task of designing and conducting a one-shot space evaluation project. Design/methodology/approach A review of literature on academic library space was used to introduce the project to student participants and to put the results of their work in context. Seven student groups were required to define their evaluation criteria, conduct quality assessments at individual sites and perform a cross-case analysis to inform recommendations for improvements. Findings The literature confirmed growing interest in learning space assessment, with a trend toward the use of mixed (quantitative and qualitative) methods, particularly ethnographic techniques using multimedia, and the development of comprehensive toolkits and frameworks. The students used a range of approaches: three groups developed their own evaluation criteria or categories (informed by their reading), and four groups used existing tools (with modifications). All used observations to collect data. Variations across the cohort pointed to different priorities in professional and/or personal values. Research limitations/implications The research was based on a small sample of 20 students in one cohort. Replication of the study with future cohorts tasked with the same assignment would strengthen the validity of the findings. Originality/value The study offers a novel perspective on the desirable qualities of learning spaces by exploring how graduate librarianship students as both student library users and next-generation professionals specify evaluation criteria and conduct space assessments.

Purpose Assessment activities in academic libraries continue to grow as libraries explore assessment endeavors. Ranging from basic stats gathering and reporting to surveys, focus groups, and usability studies and beyond. Many practitioners are finding it necessary to create new processes and programs, with little guidance. The purpose of this paper is to paint a broad picture of assessment activities in Association of Research Libraries (ARL) university libraries with the goal of creating a resource for libraries developing or improving their assessment programs. Design/methodology/approach A survey was developed that asked questions about assessment personnel, activities, mission, and website. A total of 113 surveys were sent to academic library members of ARL. Survey results were analyzed to compile a list of recommended good practices for assessment and working with assessment committees in academic libraries. Findings The investigators had a response rate of 43 percent. The open-ended nature of the survey questions allowed for the respondents to specifically narrow down the problems and opportunities inherent in library assessment committees. Originality/value This study takes the temperature of the current state of assessment programs in ARL libraries, demonstrating the growth of assessment programs. It begins to document the practices of these libraries, particularly in regards to the sometimes informal and hard to track use of committees and other in-house collaborations, as a first step toward developing best practices for the field. The results illuminate productive areas for further study, including investigating how to measure a culture of assessment and maximizing impact of assessment information presented on assessment websites.

Purpose The purpose of this paper is to explore distinctive yet simple strategies for sustainability in academic libraries focussing on structured communication templates for stakeholders, pre-planned daily programming, and regularized, self-sustaining staff development. Design/methodology/approach Case study of unique strategies implemented at Nanyang Technological University Libraries. Findings Each of the three strategies has been successfully launched though they are at various stages of maturity. The first two strategies (structured communication templates and daily programming) have been implemented quite recently, whereas the staff development programme has been running for some time. Findings indicate that sustainability in all of these cases is directly linked to good planning which either minimizes daily, weekly or monthly work, and/or helps to clarify goals and focus action. Practical implications These strategies are feasible, transferable, malleable, and impactful such that other academic libraries with varying staffing structures can adopt and adjust them to their local needs. Originality/value Implementing simple sustainable services and strategies can have real impact and can provide alternatives to large-scale projects that may be too resource intensive for many to undertake on a regular basis.

Purpose – Stephen Town has been a thought leader and change agent in the academic library world for more than 20 years, who has produced a very large body of work in the areas of quality management and performance measurement that has been disseminated internationally. Town’s retirement from full-time employment at the University of York provides a timely opportunity to review his contribution to the field. The purpose of this paper is to discuss this issue. Design/methodology/approach – The review outlines Town’s career path and professional interests and then appraises his published output, concentrating on his contributions to thinking and practice in the areas of benchmarking, information literacy, service quality, and measuring the value and impact of academic libraries and information services. The discussion is organized thematically to illustrate the evolution and development of his interests and ideas over the review period and also references-related work by other authors to set his work in context. Findings – The study found many examples of innovative and creative work that had influenced thinking and practice in the library profession, including the development of models, frameworks, and tools with the potential to improve the effectiveness of service benchmarking, information literacy education, library advocacy, relationship management, staff evaluation, and impact measurement. Research limitations/implications – The volume of published work necessitated some selectivity in the material covered, but the review provides sufficiently comprehensive coverage of the areas specified to represent the work effectively. Originality/value – Town has produced a substantial number of publications as a practitioner-researcher that have not previously been reviewed independently as a coherent body of work.

Purpose – Researchers and administrators have struggled to fully understand the value of library human resources for decades. There are many approaches to counting the activities of library staffs, but less is understood about the value of developing and maintaining relationships. Given the growing importance of engagement-focussed, expertise-based service models in research libraries, the failure of library assessment models to account for the relational value of librarian activities is problematic in justifying and incentivizing new strategic activities and understanding the importance of libraries’ relationships with users and other stakeholders. The social network perspectives now commonplace in organizational studies to provide relational and contextual understandings of organizational behavior could be applied to library performance measurement and evaluation, providing a fuller picture of library impact. The purpose of this paper is to address this conceptual gap in the evaluation of library services. Design/methodology/approach – The first part of the paper will present a content analysis of recent literature on emerging service models in academic libraries to identify relational aspects of the models. The relational elements will then be mapped to major concepts and methods from the social network analysis literature. This will include, as appropriate, basic network properties such as transactional content (e.g. exchange of power, services, etc.) of the relationship, nature (e.g. intensity, reciprocity, embeddedness) of the relationship, and structural characteristics of library networks. It will also identify more advanced areas of analysis such as the development of social capital, diffusion of innovations and contagion, and the role of networks in providing access to organizational resources. After mapping relational elements of emerging library service models to social network theory, a research agenda for better understanding library social networks and their value will be proposed. Findings – Social network theory offers a rich conceptual and methodological framework for understanding the relational value of library services, particularly in emerging engagement-centered views of librarianship. Although activity- and outcome-based models of assessment are still important in the assessment of library activities, a social network view of library relationships is an essential complement in providing a more complete view of library value and will complement other work in this area such as human capital valuation and the relational capital components of the values scorecard. Originality/value – This paper presents a unique theoretical and methodological viewpoint on the assessment of library services. This will contribute to the understanding of a vexing problem in library assessment, the value of library human resources, by providing a framework for the measurement and evaluation of relational aspects of librarianship that are often viewed as intangible and unmeasurable.

Purpose – The purpose of this paper is to critically review methods of impact assessment and economic analyses. Design/methodology/approach – Reviews the literature on impact assessment, and examines some case studies of impact assessment in health libraries. Relates satisfaction and dissatisfaction assessment to impact assessment. Identifies recent impact assessment approaches in public and academic libraries, and explores different uses of terminology for impact and outcome. Reviews literature on economic analysis of value, including cost analyses, cost-effectiveness analysis and return on investment (ROI) studies. Findings – Terms for library assessment (outcome, output, impact, value and benefit) vary among different sectors. Impact evaluation should examine initial assumptions of value carefully, and examine possible gaps in the line of argument linking inputs of library services to presumed impacts (positive and negative). More attention to sampling and response rates is required, to avoid problems such as the “warm glow” effect. Qualitative and quantitative evidence should be carefully integrated to tell the impact story. Economic impact can be estimated, but methodology depends on the service aims and sector. Originality/value – Demonstrates that some of the requirements for traditional impact assessment also affect economic analyses and ROI studies.

Purpose – The purpose of this paper is to examine frameworks (such as scorecards) for ongoing library assessment and how business process modelling contributes in Part 3 of the series of viewpoint papers. Design/methodology/approach – Reviews the statistical data collection for strategic planning, and use of data analytics. Considers how to organise further value explorations. Compares macro-frameworks (balanced scorecard, values scorecard) and micro-frameworks for library assessment. Reviews the evidence on business process modelling/re-engineering initiatives. Describes how the Riva approach can be used to both derive a process architecture and to model individual processes. Findings – Data analytics requires collaboration among library services to develop reliable data sets and effective data visualisations for managers to use. Frameworks such as the balanced scorecard may be used to organise ongoing impact and performance evaluation. Queries that arise during ongoing library assessment may require a framework to formulate questions, and assemble evidence (qualitative and quantitative). Both macro- and micro-value frameworks are useful. Work on process modelling within libraries can help to develop an assessment culture, and the Riva approach provides both a process architecture and models of individual processes. Originality/value – Examines how to implement a library assessment culture through use of data analytics, value frameworks and business process modelling.

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.

Purpose – Information literacy (IL) is increasingly becoming an explicit learning outcome for college graduates, and some libraries are playing a role in planning and teaching IL instruction to students. Amidst the overall trend of shrinking budgets that libraries are experiencing, what strategies can be employed by libraries that support large universities to plan IL instruction? The paper aims to discuss these issues. Design/methodology/approach – Inspired by curriculum mapping, staff in the library assessment department created teaching maps which match the curriculum from seven colleges with the library’s teaching efforts. To create them, they combined information about: first, courses that librarians have instructed over the last three years with; second, required courses for majors within the colleges; and third, typical enrollment for each course. Findings – Easily accessible information was combined to create the teaching maps, which enable the library to realign efforts to maximize IL instruction and best utilize library staff resources. Practical implications – Teaching maps serve as a portal to quickly understand majors, courses and course enrollment, and provide baseline information on past library instruction activity to inform future IL instruction strategy. Library directors and teaching staff are utilizing them to realign instruction efforts. Originality/value – Assessment strategies, such as curriculum mapping, serve not only the institution’s teaching mission, but also help strategize for effective and efficient stewardship of staff resources. These methods will be useful for library directors, assessment and instruction librarians at large research universities.

Purpose – The strategic contribution of subject librarians as information specialists in the digital world has been questioned by institutional administrators, but others have identified expanded roles and new opportunities in learning and research support. The purpose of this paper is to investigate the application of Kaplan and Norton’s strategic management system of balanced scorecards and strategy maps to subject librarianship in universities, with particular reference to the intellectual capital represented and created in the structures, relationships, and know-how of liaison work. Design/methodology/approach – A literature review was used to define established and emergent roles, responsibilities and skillsets of subject librarians, including their reach beyond the library. A web site survey investigated goals, actions, and values related to liaison work in UK library strategies. Data were analyzed thematically to develop an exemplar map and assess its potential for evaluating the contribution of subject librarians. Findings – Core functions continue, with expanded scope and competencies. Collaboration and integrated services are key trends for mapping. Liaison work is poorly documented in existing strategies. Preliminary results suggest that strategy maps can be used to illustrate the strategic contribution of subject librarians. Research limitations/implications – The paper reports the early stages of a multi-phase project. The results are limited to the conceptual phase. The next phase will explore the development of both maps and balanced scorecards via case studies in different countries. Originality/value – There are few examples of library applications of strategy maps and balanced scorecards at unit or program level, and none with a focus on the intangible assets of subject librarians.

Purpose – The purpose of this paper is to describe an assessment design for the Developing Librarian training program. The Developing Librarian training program created by and for librarians and professional staff in the Humanities and History division is a two-year training program to acquire new skills and methodologies to support the digital humanities. The program is based on the assumption that learning must happen in context; therefore the training is project based with all participants engaged in building a digital humanities research site as a team. This approach enables participants to learn about new tools in a sustained manner that parallels the way humanities researchers are likely to use them. Design/methodology/approach – In order to measure the success of achieving this goal, program designers defined three objectives: learn tools and methods that support the emerging research needs and trends in the humanities; create a more interesting and engaging work environment for librarians and professional staff; and engage effectively with the humanities research community across the University. Three methods/instruments were: Explicit Self-Reflections to assess what participants learned in each training unit; the Utrecht Work Engagement Scale to measure how participants feel about their work before and after the training program; and the Skill Set, Knowledge and Attitude Assessment to be administered at completion to measure the effectiveness of the training program as a whole. Findings – At the time of writing, the Developing Librarian Project is mid-way to completion, and implementation of the assessment plan is ongoing. Based on these self-reports, there is evidence that the training program has been effective, and participants have been successful in meeting most of the learning objectives identified in the units completed. While self-assessment of knowledge and skills may have its limitations, this technique is proving adequate and efficient for achieving the program’s goals. This method encourages experimentation and establishes failure as an important aspect of the learning process. Research limitations/implications – An assessment approach such as this does not measure the impact of training and development on digital humanities research, but initiates a valuable process, highlighting skills gaps at the individual, and organizational levels. These data are important for identifying and implementing appropriate training opportunities for librarians supporting emergent research activities and for understanding what skills and professional preparation are needed for new staff recruited into the organization. Originality/value – A successful training program should be benchmarked, evaluated in a substantive and systematic way, and improved continuously. A formal assessment plan, directly tied to clearly articulated objectives, helps assure that such a program is effectively evaluated, iteratively developed, and successfully implemented. The Developing Librarian Project provides a useful model of how an academic library can leverage assessment and evaluation processes to identify skills gaps and training needs and generate actionable data for improving staff learning.

Purpose – The purpose of this study is to determine how undergraduate students search in the context of a library instruction session. The results of an assessment of transaction logs are shared to provide evidence of student search behavior within a class setting. Design/methodology/approach – Transaction logs from 29 library instruction sessions using the library’s federated search tool were analyzed. Using a rubric, the authors assessed the logs to discover if students followed the instruction provided to construct more relevant, targeted searches, if they selected recommended resources and if they exhibited persistence in their searching. Findings – The study found most students had difficulty translating instruction on how to use quotation marks into their own searches, were mostly successful when choosing a database and notes varying participation patterns in classes taught at different times. Practical implications – Implications of this study include greater awareness of student search behaviors during library instruction sessions as well as guidance for providing reference services, particularly virtual reference where it is not possible to see how students construct searches. Originality/value – Although there have been studies of student search behaviors, examining behaviors during the context of a library instruction session is unique. This study provides an opportunity to observe student searching in a classroom setting and provides recommendations for more effective library instruction, both in the classroom and at the reference desk.

Purpose – The balanced scorecard is gaining momentum as an assessment framework for academic libraries in North America. The purpose of this paper is to examine locally designed assessments available on Association of Research Libraries (ARL) members’ web sites and maps the data to the standard ISO 11620 – Library Performance Indicators (PIs), which is a version of the balanced scorecard. The questions are: first, does data from ARL member web sites cluster round certain ISO 11620 PIs? Second, what implications does data clustering have on internal planning and cross-institutional collaborations? Third, will future standards such as ISO 16439 complement the framework and methods in ISO 11620? Design/methodology/approach – Using the quantitative content inventory and qualitative content audit method, this research analyzes ARL members’ locally designed assessment data. The data grouped within a library category, such as collections, is mapped to PIs found in the ISO 11620. Findings – The locally designed assessment data covers a variety of library processes and maps to many ISO 11620 PIs. From this research libraries can develop methods for tying assessment activities into a comprehensive framework like the balanced scorecard. Using ISO 11620 can advance assessment planning. Implementing this standard can lay the foundation for activities that might arise from standards under development such as ISO 16439 – Library Impact Standard. Originality/value – This is the first research to gather, exam, and map ARL members’ assessment data to the framework of the ISO 11620 standard.

Purpose – The purpose of this paper is to examine and discuss the basis for management decisions among options expressed by customer groups on the basis of their perception and assessment of library service.Design/methodology/approach – In 2008, the authors investigated how customers perceive library functions and assessed the actual activities of Echigawa Library (Shiga prefecture, Japan). Two consecutive analyses were conducted: factor analysis and cluster analysis in order to segment the customers into individual groups based on their perception of libraries. Each of the segments of library customers was then examined to ascertain how they appreciate and make use of the Echigawa Library.Findings – The survey results indicate that in general the customers show a high demand for multiple library services and give a good grade for its services delivery. Four groups of library customers are identified by cluster analysis; however, their demand for service and judgment of the adequacy of service delivery ar...

PurposeThe libraries at the University of Chicago, Columbia University, the University of Texas Southwestern Medical Center, and Cornell University have created or re‐defined their assessment plans and programs within the last two years. This paper aims to show the similarities and differences between the approaches of these four institutions.Design/methodology/approachA case study approach is taken.FindingsThese case studies underscore how vital assessment has become and illustrate how these assessment programs have evolved to reflect local needs and priorities, their libraries' organizational structure, their institutions' planning cycle, and, the reality of limited resources.Originality/valueRecognizing that understanding local needs is the key to successful assessment at any institution, it is hoped that these case studies will be useful to libraries that are at various stages of building an assessment program.

PurposeThe purpose of this paper is to share the experience of using the LibQUAL+™ library assessment suite in a statewide library consortium.Design/methodology/approachThe paper provides anecdotal information about one consortium's experience implementing the LibQUAL+™ survey. It provides a description of the survey and a narrative of the Keystone Library Network's experience, and includes other information from published literature regarding the survey's implementation in other libraries and library consortia when relevant.FindingsImplementing a library service quality survey as a consortium has benefits, but also provides challenges. Consortium‐wide planning, training, coordination, survey promotion, and intra‐consortium communication are important.Practical implicationsConsortia considering performing a library assessment will want to consider the challenges and considerations mentioned.Originality/valueThis paper provides information about, and suggestions for, implementing the survey in a consortium, differing from the existing body of literature that tends to focus on the instrument itself or on interpreting outcomes.

PurposeThe purpose of this study is to report on the findings of the two‐year Association of Research Libraries (ARL) sponsored project, “Making Library Assessment Work: Practical Approaches to Effective and Sustainable Assessment,”; it aims to examine the organizational factors that facilitate and impede effective data use and the implications for assessment in research libraries.Design/methodology/approachInformation was gathered from a variety of sources, including: a self‐evaluation of assessment activities and needs done by each of the 24 participating libraries; extensive discussion with a designated contact at each library; a review of library and institutional sources such as annual reports, strategic plans, accreditation self‐studies, ARL and IPEDS statistics; and the observations and discussion that occurred during 1.5 day site visits.FindingsThe paper finds that libraries surveyed have made some progress incorporating data in decision making and services improvement, but there is much work to be done.Originality/valueThis is not an evidence‐based practice study but rather one that examines why evidence (the data on which a decision may be based) is not used more widely in libraries.

PurposeColleges and universities conduct regular surveys that provide space for local questions, including library‐related items. Unfortunately these surveys often use incomparable metrics and scales. This study seeks to examine techniques to take advantage of such surveys to supply practical results.Design/methodology/approachEffect size meta‐analysis is a statistical method used to combine such disparate results. This method and other statistical tools were used to extract significant findings from the survey results, looking at such library constructs as physical access, analysis (the ability to determine information quality and relevance), collection quality and quantity, retrieval, hours and staff.FindingsThe paper describes the meta‐analysis of three separate surveys which contained library‐related data responses, and conclusions subsequently drawn from that analysis.Research limitations/implicationsThis paper assumes that the reader possesses some understanding of basic statistical concepts, such as means, variance, standardized scores, and null hypothesis significance testing (NHST). It assumes a “good‐enough” approach to library assessment, one that strives for the greatest possible statistical accuracy, reliability, and validity given the time and resource limitations within which most academic libraries operate.Originality/valueThe method provides a practical, sustainable, and effective library assessment technique using data from Radford University. The use of freeware to undertake the analysis also makes it financially viable.

PurposeThe purpose of this paper is to understand the alignment of assessment processes in libraries and develop a conceptual model of aligning library performance assessment for effective reporting of library value and performance to stakeholders.Design/methodology/approachThe paper reviews of library performance assessment literature and current practice research to identify the need and value of aligned performance assessment processes for libraries, the primary contributing alignment factors affecting the library assessment process, and potential benefits of improved alignment of the assessment process for libraries.FindingsLibraries can improve the reporting and value of their assessment processes by improving the alignment of their assessment processes in two ways: internally through the use of consistent and innovative processes, metrics, and culture within the library and externally by embracing the alignment factors of the library's service environment. The library must develop more effective assessment alignment processes by progressively elevating the alignment of the library's assessment processes from internal non‐alignment of assessment to the total alignment of assessment to the library’ service environment and the dynamic environmental factors driving today's libraries.Practical implicationsIncreasing the alignment of a library's assessment processes can improve the efficiency of assessment processes, the effectiveness of the results of the assessment processes, and the library stakeholder's appreciation and understanding of the results of the assessment processes.Originality/valueProvides a conceptual model applicable to all types of libraries to increase the alignment of assessment and the library's ability to report value and impact.

PurposeThe purpose of this paper is twofold: first, to investigate the epistemological underpinning of SERVQUAL and its limitations; and second, to propose ways to enhance the utility of SERVQUAL as a library assessment tool.Design/methodology/approachThe study first conceptualises quality judgment as a knowing process and locates the epistemological stance of SERVQUAL within the general framework of epistemology demarcation; it then examines related SERVQUAL assumptions and their implications for library assessment in general and for service quality assessment in particular based on two empirical investigations: a questionnaire survey and an interview survey. The questionnaire survey applies the SERVQUAL instrument to three Chinese university libraries, with a view to examining the SERVQUAL score in light of epistemological considerations; the interview survey interviews 50 faculty users in one of the three universities with a view to illuminating the naturalistic process through which users develop their judgement of the library's service quality and through which the SERVQUAL score is formed.FindingsThe study shows that the actual SERVQUAL score is distributed in a very scattered manner in all three libraries, and that it is formed through a very complex process rooted primarily in the user's personal experiences with the library, which are in turn shaped by factors from both the library world and the user's life‐world. Based on these findings, this research questions a number of SERVQUAL assumptions and proposes three concepts which may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment: library planning based variance of user perception, perception‐dependent user expectation and library‐sophistication based user differentiation.Originality/valueThe research presented in the paper questions a number of SERVQUAL assumptions and proposes three concepts that may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment.

PurposeThe purpose of this paper is to outline three analytic tools utilized in the analysis and interpretation of LibQUAL+™ quantitative data.Design/methodology/approachD‐M scores, value rankings, and split‐file cross‐tabulations were used to assess the service items from the 2004 LibQUAL+™ quantitative data. The D‐M score is methodologically superior to other methods used in that it is a single score that takes into account all three LibQUAL+™ perception/expectation scores as dictated by the theoretical model LibQUAL+™ is based upon.FindingsThe paper finds that these tools provide a way to more easily utilize LibQUAL+™ results in taking actions and developing strategic plans designed to improve patrons' perceptions of service quality. These tools also allow for the continuous evaluation of implemented plans.Practical implicationsThe paper discusses how these tools helped produce findings that were informative and in a format that decision makers could easily comprehend and utilize.Originality/valueThis paper outlines three approaches and offers practical recommendation of how to analyze and interpret LibQUAL+™ quantitative data as well as present findings to strategic stakeholders.

PurposeThe purpose of this paper is to examine potential new uses of return on investment (ROI) in alternative methods for library assessment and valuation.Design/methodology/approachUses examples of recent uses of ROI by libraries to identify potential new applications of ROI in library assessment and valuation.FindingsROI investment has historically been used by libraries for the assessment of past performance of library organizations in a reactive/defensive nature or for assessing the value of customer services. ROI has not been widely used as a proactive assessment tool, to introspectively assess administrative or other internal services, or as an offensive assessment and valuation tool, especially for intangible performance assessment and valuation.Originality/valueNew applications of the ROI assessment tool could provide library administrators with proactive means of increasing the effectiveness of library assessment, valuation, and their results.

PurposeThis paper aims to report on the first phase of a two‐year project sponsored by the Association of Research Libraries, “Making Library Assessment Work: Practical Approaches for Developing and Sustaining Effective Assessment”.Design/methodology/approachThis paper reports on the project, which is intended to provide libraries with the knowledge and understanding necessary to select and apply appropriate measurement techniques, and to use assessment data in decision making. The focus of this effort is on practical and sustainable approaches to effective assessment. The paper is particularly interested in the successful application of assessment within different organizational cultures and moving library assessment from a project‐based approach to a more programmatic, integrated, and sustainable operation within libraries.FindingsThe findings of the study indicate that all the ARL libraries in Phase I are developing a stronger understanding of the value of assessment and library leadership supports this movement. It finds that there are staff in each library who have good research methodology skills, although they may not be involved in assessment efforts. It reveals that areas that did not receive a passing grade in most libraries included resource allocation, sustainability, prioritizing needs, choosing the appropriate assessment method, using data for improvement, and communicating assessment results.Originality/valueThe paper provides useful information on a project intended to help librarians in decision making.