Performance Measurement and Metrics: Volume 15 Issue 1/2

Did you enjoy the library? Impact surveys in diverse settings

Roswitha Poll

– The purpose of this paper is to examine the adequacy of impact surveys for identifying library influence on highly diverse populations.

Safety in numbers: developing a shared analytics service for academic libraries

Ben Showers, Graham Stone

It is clear that libraries consider the use of data to inform decision making a top priority in the next five years. JISC's considerable work on activity data has highlighted the…

Using LibQUAL+® to identify commonalities in customer satisfaction: the secret to success?

Selena Killick, Anne van Weerden, Fransje van Weerden

What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international…

Can you measure IT? The UK experience of TechQual+

Ian Hall, Jessica Stephens, Sarah Kennedy

The University of York Library, part of its Information Directorate, has successfully run an annual user survey using LibQUAL+ since 2008. The tool has proven invaluable in…

Working together: library value at the University of Nottingham

Claire Creaser, Susanne Cullen, Ruth Curtis, Nicola Darlington, Jane Maltby, Elizabeth Newall, Valerie Spezi

The purpose of this paper is to bring together the findings of two studies investigating the value of academic libraries to teaching and research staff in higher education…

Developing a Quality Model at University Library Services Sunderland

Kay Grieves, Michelle Halpin

The purpose of this paper is to share the ways in which University Library Services Sunderland, created and embedded a quality model, to engender service-culture change, ensure…

The development of performance measures through an activity based benchmarking project across an international network of academic libraries

Simon Hart, Howard Amos

The purpose of this paper is to outline the findings from the initial stages of an activity-based benchmarking project developed across an international network of academic…

The value of people : A review and framework for human capital assessment in academic and research libraries

Stephen Town

The purpose of this paper is to reflect on advances in the understanding and practice of people evaluation in libraries. The paper is conceptual and offers a framework for human…

2013 Awards for Excellence

Guest editorial

J. Stephen Town