Libraries and Key Performance Indicators: A Framework for Practitioners explores ways by which libraries across all sectors can demonstrate their value and impact to stakeholders through quality assurance and performance measurement platforms, including library assessment, evaluation methodologies, surveys, and annual reporting. Whilst several different performance measurement tools are considered, the book’s main focus is on one tool in particular: Key Performance Indicators (KPIs). KPIs are increasingly being used to measure the performance of library and information services, however, linking KPIs to quality outcomes, such as impact and value can prove very difficult. This book discusses, in detail, the concept of KPIs in the broader context of library assessment and performance measurement. Through reviewing some of the applied theory around using KPIs, along with harvesting examples of current best practices in KPI usage from a variety of different libraries, the book demystifies library KPIs, providing a toolkit for any library to be used in setting meaningful KPIs against targets, charters, service standards, and quality outcomes.
1. Chapter One: Introduction - p. ix 2. Chapter Two: What Do KPIs Have to Do With Libraries? - p. 2 3. Chapter Three: A Brief History of Evaluation and Performance Measurement in Libraries - p. 9 4. Chapter Four: Developing a Culture of Performance Measurement - p. 17 5. Chapter Five: Performance Measurement in the Digital Age - p. 27 6. Chapter Six: Quantitative Methods of Performance Measurement - p. 32 7. Chapter Seven: Qualitative Methods for Performance Measurement - p. 45 8. Chapter Eight: Mixed Methods for Performance Measurement - p. 56 9. Chapter Nine: An Overview of Key Performance Indicators - p. 60 10. Chapter Ten: How Can KPIs Be Used in Performance Measurement? - p. 72 11. Chapter Eleven: Case Studies - p. 84 12. Chapter Twelve: Using KPIs in Your Library and Information Service - p. 109 13. Chapter Thirteen: Final Reflections Performance Measurement and Performance Indicators - p. 115 14. References - p. 121 15. Appendix A: Kingston University, Key Performance Indicators and Service Standards - p. 126 16. Appendix B: NHS, Template to support the creation and sharing of quality metrics: GMC Survey Scores - p. 128 17. Appendix C: NHS, Template to support the creation and sharing of quality metrics: LQAF Compliance - p. 131 18. Appendix D: NHS, Template to support the creation and sharing of quality metrics: OpenAthens - p. 135 19. Appendix E: British Library, Example of Strategic Performance Dashboard, 2016/17 From The British Library - p. 139 20. Appendix F: Edge Hill University, Learning Services: Key Performance Indicators - p. 143 21. Appendix G: McMaster University Library Scorecard - p. 149 22. Index - p. 151
Libraries and Key Performance Indicators: A Framework for Practitioners explores ways by which libraries across all sectors can demonstrate their value and impact to stakeholders through quality assurance and performance measurement platforms, including library assessment, evaluation methodologies, surveys, and annual reporting. Whilst several different performance measurement tools are considered, the book’s main focus is on one tool in particular: Key Performance Indicators (KPIs). KPIs are increasingly being used to measure the performance of library and information services, however, linking KPIs to quality outcomes, such as impact and value can prove very difficult. This book discusses, in detail, the concept of KPIs in the broader context of library assessment and performance measurement. Through reviewing some of the applied theory around using KPIs, along with harvesting examples of current best practices in KPI usage from a variety of different libraries, the book demystifies library KPIs, providing a toolkit for any library to be used in setting meaningful KPIs against targets, charters, service standards, and quality outcomes.
1. Chapter One: Introduction - p. ix 2. Chapter Two: What Do KPIs Have to Do With Libraries? - p. 2 3. Chapter Three: A Brief History of Evaluation and Performance Measurement in Libraries - p. 9 4. Chapter Four: Developing a Culture of Performance Measurement - p. 17 5. Chapter Five: Performance Measurement in the Digital Age - p. 27 6. Chapter Six: Quantitative Methods of Performance Measurement - p. 32 7. Chapter Seven: Qualitative Methods for Performance Measurement - p. 45 8. Chapter Eight: Mixed Methods for Performance Measurement - p. 56 9. Chapter Nine: An Overview of Key Performance Indicators - p. 60 10. Chapter Ten: How Can KPIs Be Used in Performance Measurement? - p. 72 11. Chapter Eleven: Case Studies - p. 84 12. Chapter Twelve: Using KPIs in Your Library and Information Service - p. 109 13. Chapter Thirteen: Final Reflections Performance Measurement and Performance Indicators - p. 115 14. References - p. 121 15. Appendix A: Kingston University, Key Performance Indicators and Service Standards - p. 126 16. Appendix B: NHS, Template to support the creation and sharing of quality metrics: GMC Survey Scores - p. 128 17. Appendix C: NHS, Template to support the creation and sharing of quality metrics: LQAF Compliance - p. 131 18. Appendix D: NHS, Template to support the creation and sharing of quality metrics: OpenAthens - p. 135 19. Appendix E: British Library, Example of Strategic Performance Dashboard, 2016/17 From The British Library - p. 139 20. Appendix F: Edge Hill University, Learning Services: Key Performance Indicators - p. 143 21. Appendix G: McMaster University Library Scorecard - p. 149 22. Index - p. 151
