What are you measuring for whom?

Preparing to measure value or impact  

Achieve maximum impact by using the MAP Toolkit to explore how to align library and knowledge services to your organisation’s goals. 

Use the worked examples to find appropriate tools, using this approach: 

  1. Decide what you are going to measure or demonstrate
  2. Decide who the value and impact stakeholder is
  3. Choose a method and tool that actually measures what you want

Worked examples 

If your situation does not fit the examples given, use a similar approach to work out what you want to measure, for whom and how. 

Case: Impact of literature search service on patient care Stakeholder 1 (User) Stakeholder 2 (Library manager) Stakeholder 3 (Trust management)
Reason for interest Want information to make decision about diagnosis and treatment of a patient Does the increase in literature search requests contribute to patient care? Do literature searches (and the library) contribute impact on actual patient care?
Desired outcome Relevant information as quickly as possible Knowledge about the library contribution to patient care Knowledge about the library contribution to direct patient care
Possible measure or metric Relevance of information
Speed of delivery
Impact on diagnosis or treatment decision
Impact of the information provided on diagnosis or treatment decisionImpact of the information provided on diagnosis or treatment decision
Measured bySurvey or interview using Critical Incident technique
Output (Performance) data
Surveys or interviews using Critical Incident techniqueSurvey or interview using Critical Incident technique
Case: Value of library serviceStakeholder 1
(Library Manager)
Stakeholder 2
(Library User)
Stakeholder 3
(Trust Management)
Reason for interest Provide high quality service Want information to make decision about treatment of a patient Is library providing value for money
Desired outcome High quality service Relevant information delivered as quickly as possible Cost effective library service that contributes to organisational objectives
Possible measure or metric Quality assurance measures
Benchmarking
Standards
Relevance of information
Speed of delivery
Costs
Return on Investment (ROI)
Measured byQuality and Improvement Outcomes
Balanced scorecard
User satisfaction survey
Interview
Output (Performance) data
Cost analyses
ROI
Balanced scorecard
Case: Effectiveness of trainingStakeholder 1 (User)Stakeholder 2 (Trainer) Stakeholder 3 (Library Manager)
Reason for interest To be able to find evidence for themselves quickly To determine best methods of teaching To determine whether 1 to 1 teaching sessions are best use of librarian time
Desired outcome Know where to look, Confident in using electronic resources, ability to print out information and save searches Confident users, who regularly use resources to find what they want and need Knowledge of costs of training compared to other methods and wider value of training to organisation
Possible measure or metric Use of learned skills
Percieved confidence
Use of learned skills
Percieved confidence
Ability to find evidence
Whether skills learned in training are used
How skills learned in training are used
Cost of training v mediated search
Feasibility of providing group rather than 1 to 1 training
Measured by Process data (Number of log on to resources)
Survey
Process data (Number of log on to resources)
Survey
Test of skills
Process data (Number of log on to resources)
Impact survey
Cost analyses
Interviews with trainees and library staff providing training

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