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Proceedings of the 10Th Northumbria Conference PROCEEDINGS of the 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services EDITED BY: Ian Hall, Stephen Thornton and Stephen Town York, UK | July 22–25, 2013 With many thanks to our Sponsors and Partners Cover photo: Tim Ball PROCEEDINGS of the 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services EDITED BY: Ian Hall, Stephen Thornton and Stephen Town York, UK | July 22–25, 2013 1 Published by University of York JB Morrell Library, University of York, Heslington, York, YO10 5DD, UK First Published 2014 © University of York All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. This book is sold subject to the condition that it shall not, by way of trade or otherwise, be lent, re-sold, hired out or otherwise circulated without the publisher’s prior consent. British Library Cataloguing in Publication Data. A catalogue Record for this book is available from the British Library. ISBN: 978-0-901931-15-3 Editors: Ian Hall, Stephen Thornton and Stephen Town For additional copies of this publication please contact the publisher: JB Morrell Library University of York Heslington York, YO10 5DD UK Tel: +44 (0) 1904 32 3873 Email: [email protected] www.york.ac.uk/library 2 Introduction The 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services was held from 22-25 July 2013, in York, UK. The Conference was the most successful event in the series to date, attracting over 170 delegates from 22 different countries. This anniversary conference welcomed participants to reflect on achievements and developments in performance measurement over the last twenty years and asked for a strategic view of the challenges facing libraries and information services in the longer term. A number of papers within these proceedings took up this challenge. A selection of interesting and thought-provoking presentations were provided by our keynote speakers: l Elliott Shore, Association of Research Libraries l Roswitha Poll, DIN Deutsches Institut für Normung l Margie Jantti, University of Wollongong l John Robinson, University of York The social nature of Northumbria Conferences was also reflected in a lively reception at York Minster Library and the Merchant Taylor’s Hall, and the Conference Dinner at the National Railway Museum, York. These proceedings represent the majority of papers presented. I would like to thank all the presenters, delegates and sponsors who made it such a varied and interesting conference. I would particularly like to thank members of the Conference Editorial Board: l John Bertot (Professor, University of Maryland) l Judith Broady-Preston (Reader in Information Management, Aberystwyth University) l Colleen Cook (Trenholme Dean of Libraries, McGill University) l Karin De Jager (Associate Professor, University of Cape Town) l Mike Heaney (IFLA Publications Series Editor; formerly Executive Secretary, The Bodleian Library, University of Oxford) l Martha Kyrillidou (Senior Director, ARL Statistics and Service Quality Programs, Association of Research Libraries) l Roswitha Poll (German Institute for Standardisation; formerly Chief Librarian, University of Münster) l Joan Stein (Head of Access Services, Carnegie Mellon University Libraries) l Stephen Thornton (Editor: Performance Measurement and Metrics) I would like to extend a special thank you to Stephen Thornton for his tireless work editing these proceedings. These proceedings are dedicated to the late Niels Ole Pors, whose contribution to the conference as an Editorial Board Member and delegate was substantial and continues to inform our work. I hope you enjoy these proceedings, and I look forward to welcoming delegates to the 11th Conference, which will take place in Edinburgh, UK, in July 2015. J Stephen Town Conference Convenor Director of Information and University Librarian University of York, UK 3 Contents Total quality management in academic information centres in Saudi Arabia: A pilot study 7 Faisal A Altamimi, Barbara Sen and Peter Willett A student partnership approach to developing library services 13 Leo Appleton Re-Skilling for the digital humanities: Measuring skills, engagement, and learning 19 Nisa Bakkalbasi, Damon E Jaggars and Barbara Rockenbach Value and impact: Convergence of assessment and performance measurement 25 Jackie Belanger and Steve Hiller Creating a culture of assessment at the Illinois Institute of Technology Library 33 Sharon L Bostick, PhD KPI: Keeping purposeful intelligence: a case study from Edge Hill University 35 Rachel Bury, Helen Jamieson, Ruth Wilson and Meg Juss Dealing with the noise problem: Libraries improving their scores on ‘Quiet space for individual work’ 41 Michelle Breen and Ciara McCaffrey Assessing the impact of using volunteers in UK libraries: issues and methods 47 Judith Broady-Preston Working together: Library value at the University of Nottingham 55 Claire Creaser, Valérie Spezi, Susanne Cullen, Ruth Curtis, Nicola Darlington, Jane Maltby and Elizabeth Newall A preliminary bibliometric study of literature on performance measurement and library management 63 Milena Celere and Glauco Henrique de Sousa Mendes Assessing library performance in the short and long runs: efficiency analysis and empirical application 69 Frederico A de Carvalho, Marcelino José Jorge and Marina Filgueiras Jorge JUSP: Building on success 75 Angela Conyers and Jo Lambert Capturing the contribution of subject librarians: Applying strategy maps and balanced scorecards to liaison work 81 Sheila Corrall The right to read: Assessing a project to expand library services to visually impaired users in rural South Africa 91 Karin de Jager and Mary Nassimbeni Auditing the accessibility of electronic resources 95 Sarah George, Ellie Clement, Grace Hudson and Mohammed Asif Affective relationships between users and libraries in times of economic stress 105 Angeliki Giannopoulou and Giannis Tsakonas Faculty Perceptions of Library Instruction 113 Cheryl Goldenstein and Jamie Kearley Developing a library quality model at University of Sunderland Library Services 121 Kay Grieves and Michelle Halpin Can you measure IT? The UK experience of TechQual+ 129 Ian Hall, Sarah Kennedy and Jessica Stephens The development of performance measures through an activity based benchmarking project across an international network of academic libraries 137 Simon Hart and Howard Amos One score on – the past, present and future of measurement at UOW Library 145 Margie Jantti Librarians’ attitudes to resource usage measurement and decision making in UK academic libraries: a content analysis 151 Lizz Jennings Using LibQUAL+® to Identify commonalities in customer satisfaction: The Secret to success? 161 Selena Killick, Anne van Weerden and Fransje van Weerden LibQUAL+ Triads: Results from the pilot experiences 169 Martha Kyrillidou and Bruce Thompson Flexible Loans: a Lean approach to customer engagement and service improvement at the University of York Library 175 Jackie Knowles, Sue Elphinstone and Chris Ellwood Time-driven activity-based costing of the Library Cataloging Process: A case study in Estonian University Libraries 183 Kate-Riin Kont Usefulness as applied to digital library evaluation 189 Melissa Lamont You said, we did... So what? 193 Elizabeth Malone Are we leaving them lost in the woods with no breadcrumbs to follow? Assessing signage systems in school libraries 199 Lauren H Mandel, PhD and Melissa P Johnston, PhD Going up a level: assessing the performance of learning spaces in university libraries. A case study from Loughborough University. 205 Professor Graham Matthews and Dr Graham Walton 4 How libraries can add (even more) value 211 Joseph R Matthews Towards a Workload Co-efficient 221 Stephen Mossop Performance evaluation dynamics in Lisbon Municipal Libraries Network (1989-2009): a meta-evaluative approach 225 Leonor Gaspar Pinto Perceptions of individual and societal value of public libraries in the Netherlands: findings from a quantitative study 233 Marjolein Oomes and Prof Frank Huysmanns Did you enjoy the library? Impact surveys in diverse settings 235 Roswitha Poll Assessing the impact of workshops run by the Consortium of Ugandan University Libraries – measuring performance through effectiveness of training activities 243 Anne Powell and Antonio Capillo Looking for links: do universities produce more scholarship when their libraries invest more in electronic resources? 253 Michael Rawls The Impact of providing Information Resources on end-users’ satisfaction Case study: The Library of Arab International University in Syria 259 Maysoun Restoum and Steve Wade The analysis of LibQUAL comments with the assistance of a SharePoint list 269 Marié Roux Five years in – the impact of customer selection of electronic books 275 Ellen Safley New statistic needs for a new era: Revising the national library statistics for academic and special libraries in Norway 279 Bente Saxrud and Mona Henriksen Evaluating the intellectual assets in the Scholarship and Collections directorate at the British Library 285 Alice Schofield Strategic orientation, performance and success in a public library service: A case study of Cumbria Libraries 291 Barbara Sen, Jim Grisenthwaite, Sheila Webber and Bruce Bennison Benchmarking the
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