PROCEEDINGS of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services Proving value in challenging times Edited by Ian Hall, Stephen Thornton and Stephen Town University of York, UK | August 22-26, 2011 With many thanks to our Sponsors and Partners Northumbria International Conference on Performance Measurement in Libraries and Information Services PROVING VALUE IN CHALLENGING TIMES University of York, UK | August 22-26, 2011 PROCEEDINGS 1 Published by University of York JB Morrell Library, University of York, Heslington, York, YO10 5DD, UK First Published 2012 © 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: 978-0-901931-11-5 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 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services was held from 22-26 August 2011, at the University of York, UK. The conference theme was proving value in challenging times and reflected the growing need for libraries to demonstrate value, particularly in times of economic crisis. Around 170 delegates attended the conference from over 20 countries worldwide, with a mixture of participants from information schools, academic libraries, public libraries, commercial organisations and national agencies. The conference had a varied programme including presentations, posters and workshop sessions covering three main themes: z Value, impact and outcomes z Statistics and quantitative measurement z Quality A selection of interesting and thought-provoking presentations were provided by our keynote speakers: z Professor Trevor Sheldon, Deputy Vice Chancellor and Pro-Vice Chancellor for Teaching and Learning, University of York z Dr. Carol Tenopir, Professor at the School of Information Sciences at the University of Tennessee, Knoxville z Dr. Michiel Kolman, Senior Vice President within the Global Academic and Customer Relations group at Elsevier z Dr. Michael Jubb, Director of the Research Information Network (RIN) z Professor Sheila Corrall, Head of the Libraries & Information Society Research Group and Graduate Research Tutor in the Information School at the University of Sheffield, UK As is traditional for Northumbria Conferences, a number of social activities took place during the week. These included an evening reception with local folk music and dance, visits to local libraries, historical tours of the City of York, and the conference dinner hosted at the National Railway Museum. These proceedings represent the majority of papers presented during the week and provide an interesting record of a stimulating week. I would like to thank all presenters, delegates and sponsors for making it such a successful conference, and I look forward to the Conference returning to York in 2013. J Stephen Town Conference Convenor Director of Information and University Librarian University of York 3 Contents Assuring quality using ‘moments of truth’ in super-converged services 7 Leo Appleton Performance measurement in a changing environment – the SCONUL e-measures project 2010 13 Pat Barclay, Angela Conyers, Claire Creaser & Sonya White Student information search skills and help acquisition – differences across three faculties 21 Linda Bedwell Utilizing LibQUAL+® to identify best practices in academic research library website design 29 Raynna Bowlby, Brinley Franklin, Carolyn Lin What business are we in? Value added services, core business and national library performance 35 Dr Judith Broady-Preston, Wendy Swain Using performance indicators to improve technical service in an academic library: a study at São Paulo University Law School 45 Milena Celere de Sousa e Silva, Ednéia Silva Santos Rocha Assessing the value of ebooks to academic libraries and users 53 Tina E Chrzastowski The Journal Usage Statistics Portal (JUSP): measuring use and impact 63 Angela Conyers and Jo Lambert Capturing business intelligence required for targeted marketing, demonstrating value, and driving process improvement 69 Brian L Cox, Margie Jantti New libraries, new users? 79 Claire Creaser and Helen Greenwood Illumination & support, or, what do libraries do with all that data? 85 Claire Creaser, Pat Johnson, Graham Walton Measuring use of licensed electronic resources: a second iteration of the MINES for Libraries® Survey on Scholars Portal and other resources for the Ontario Council of University Libraries 91 Catherine Davidson, Dana Thomas, Martha Kyrillidou, Terry Plum Evaluating peer research mentors: a campus collaboration for effective student learning 103 Annie Donahue It’s their library, not ours: how value comes from a philosophy not a purse 113 Katherine Everest, Helen Loughran Quality management in special libraries 119 Golnessa Galyani Moghaddam, Mostafa Moballeghi Do school libraries make a difference?: some considerations on investigating school library impact in the United Kingdom 125 Lucy Gildersleeves Using lean to teach the technical services value stream: a course proposal 133 Tamera Hanken An outcome study on the learning programs at the Novartis Knowledge Center (NKC) 141 Leifang He, Stefanie Ellinghaus, Binu Chaudhuri Technology-based quality evaluation instrument for teaching and learning: UNISA Library Services 149 J C Henning Building and sustaining a community of assessment practice: the role of the library assessment conference 155 Steve Hiller, Martha Kyrillidou, Jim Self The value of academic libraries initiative: a briefing, a discussion, and an opportunity for engagement 165 Lisa Janicke Hinchliffe, Mary Ellen K. Davis Reconfiguring the researcher-librarian relationship: evaluating South Africa’s ‘Library Academy’ experience 171 Colin Darch and Karin de Jager Quantitative measurement of library services: a reflection of services in the library of higher education commission, Pakistan 179 Muhammad Javed Iqbal, Sher Muhammad, Saghir Iqbal Leadership competencies: a reference point for development and evaluation 185 Margie Jantti, Nick Greenhalgh Applying SROI in the evaluation of the Welsh library strategy 191 Alison Kennedy, Dr Alyson Tyler What do they want now? Qualitative regrounding of the LibQUAL+® survey 197 Selena Killick LibQUAL+®: the UK and Irish experience 201 Selena Killick, J Stephen Town Regrounding LibQUAL+® for the digital library environment: an analysis of the DigiQUAL data 205 Martha Kyrillidou, Bruce Thompson, Colleen Cook Deploying the NUS Service class framework at the NUS Libraries to scale the peaks of service excellence 211 LEE Cheng Ean, KAN Sok Cheng, FOO Yan Chuin Subcultures and values in academic libraries – what does ClimateQUAL® research tell us? 221 Charles B Lowry, PhD 4 Using basic data visualisation methods to explore LibQual+® data 229 Ray Lyons Revitalising strategic planning: introducing the Balanced Scorecard 243 Alison Mackenzie The use of the ACRLMetrics Service: results of a survey 249 Joseph R Matthews Assessing library contributions to university outcomes: the need for individual student level data 253 Joseph R Matthews Libraries as learning spaces: exploring how students make use of the physical space in academic libraries 263 Francine May (principal investigator), Alice Swabey (co-investigator) Designing a user and usage database to promote, market, and demonstrate the value of selected statewide databases: the Florida Electronic Library as an example 271 Charles R McClure, PhD, Lauren H Mandel, Lynnsey K Weissenberger Broadband and libraries and information organisations: measuring levels of broadband access and perceptions of broadband impact and value 277 Charles R McClure, PhD, Jeff D Saunders, Lauren H Mandel Collaborative assessment: North American academic libraries’ experiences using the Balanced Scorecard to measure performance and show value 285 Elizabeth Mengel, Vivian Lewis How low budget research can make a high impact 291 Alexandra Miller, Janet Sylvester The impact of information literacy on the pass rate of first year students: a project at the Cape Peninsula University of Technology 297 Michiel Moll Determining the value of individual librarians’ work: a case study of the Cape Peninsula University of Technology 305 Michiel Moll Assessing the impact of provision of books on reading, teaching and learning behaviour in twenty disadvantaged primary schools in South Africa 313 Mary Nassimbeni, Snoeks Desmond Exploring the cause and effect of library value 319 Danuta A Nitecki, Eileen G Abels Staying on track with Rubric Assessment: five institutions investigate information literacy learning 325 Megan Oakleaf Standardizing the Assessment Cycle: the development of an assessment rubric for effective project planning and data reporting 333 Sarah Passonneau, Heather Lewin Can we quantify the library’s influence? Creating an ISO