Once you are clear on what you wish to measure and why, choose from these methods and tools:
- Benchmarking: comparing performance between (or against) other similar organisations to help identify best practices
- Cost effectiveness: evidence of economic impact or value for money
- Effectiveness: whether something works (does what it is supposed to do) or meets its objectives
- Impact: the difference or change in an individual or group resulting from the contact with library and knowledge services
- Most significant change methodology: the generation and collection of a range of significant change impact stories. The most significant being selected for use.
- Performance measurement and quality assurance
- Return on investment: an economic evaluation that seeks to justify investment made (in a library and knowledge service) in terms of the gains or losses (to the organisation) that might be attributed to the investment
- User satisfaction: helps assess whether the LKS meets required service standards, or the expectations that users have for it
- Value: The importance that stakeholders (funding institutions, politicians, the public, users, staff) attach to the LKS and which is related to the perception of actual or potential benefit.
We welcome comments and feedback.