The Bottom Line: Determining and Communicating the Value of the Special Library

by Matthews, Joseph R.

• ISBN13: 9781591580041
• ISBN10: 1591580048
• Format: Paperback
• Copyright: 2002-11-30
• Publisher: Libraries Unltd Inc

Summary

Facing budget and personnel cuts, special librarians increasingly need to justify the cost of library operations--often even the library's existence. Expert Joseph Matthews illustrates how to evaluate library services and successfully communicate the library's value to upper management. Describing how value is added and how it can best be measured, Matthews explains different types of evaluations (models, implications, and methods) and a variety of measures (input, process, and output). He shows how a cost-benefit analysis and a library balanced scorecard, along with effective communication, can position the library as a "value center" rather than a "cost center." A glossary, list of recommended reading, and an appendix (including a library benefits survey and a table of measures with respective definitions) make this the ultimate means of establishing the value of your library--an essential guide no special librarian should be without!

Author Biography

JOSEPH R. MATTHEWS is an internationally renowned expert on library automation and information systems and President of his consulting company, Matthews & Associates, Carlsbad, California.

Table of Contents

Acknowledgments	xi
Introduction	xiii
How Libraries Add Value	1	(14)
Value	3	(2)
Adding Value	5	(7)
Ease of Use	7	(1)
Noise Reduction	8	(1)
Quality	9	(1)
Adaptability	10	(1)
Time Savings	11	(1)
Cost Savings	12	(1)
Summary	12	(1)
Notes	13	(2)
Evaluation	15	(6)
Evaluation Implications	18	(1)
Summary	19	(1)
Notes	19	(2)
Evaluation Techniques and Methods	21	(18)
Reasons for Evaluation	21	(1)
Methodologies	22	(2)
Qualitative versus Quantitative Measurements	23	(1)
Specific Methodologies	23	(1)
Evaluation Measures and Methods	24	(4)
Evaluating Specific Library Services	28	(7)
Collection Evaluation	28	(3)
Online Catalog Analysis Tools	31	(1)
Evaluation of Reference Services	32	(1)
Document Delivery Evaluation	33	(1)
Technical Services Evaluation	34	(1)
Facilities and Library Use	35	(1)
Performance Measures for Government Libraries	35	(1)
International Standard	35	(1)
Summary	36	(1)
Notes	36	(3)
Input Measures	39	(6)
Standards	40	(1)
Types of Input Measures	41	(2)
Summary	43	(1)
Notes	43	(2)
Process Measures	45	(10)
Activity Based Costing	46	(3)
Types of Costs	47	(1)
Personnel Costs	48	(1)
Cost Analysis	49	(1)
Benchmarking	49	(2)
Scope of Change	51	(2)
Summary	53	(1)
Notes	53	(2)
Output Measures	55	(12)
Satisfaction	57	(7)
Priority Setting	58	(2)
Service Quality	60	(4)
Summary	64	(1)
Notes	64	(3)
Approaches to Identifying Outcomes or Impacts	67	(22)
Establishing the Value of Information	73	(10)
Pricing	74	(1)
Strategic Approaches	75	(1)
Information Resources Management	76	(1)
Value Estimating	77	(1)
Cost-Benefit Analysis	78	(2)
Depreciation	80	(2)
Knowledge Value-Added Approach	82	(1)
Summary of Evaluation Techniques	83	(1)
Determining the Impact of a Library	83	(4)
Summary	87	(1)
Notes	87	(2)
Outcomes in Special Libraries	89	(14)
Accomplishments	89	(1)
Time Aspects	90	(3)
Cost Aspects	93	(7)
Sales to Third Parties	100	(1)
Summary	100	(1)
Notes	100	(3)
A Balanced Scorecard	103	(16)
The Balanced Scorecard: An Explanation	104	(10)
Financial Perspective	107	(1)
Client or Customer Perspective	108	(3)
Internal Process Perspective	111	(1)
Innovation and Learning Perspective	112	(2)
Intellectual Capital Valuation	114	(1)
Presentation of the Library's Balanced Scorecard	115	(1)
Concerns	116	(1)
Summary	117	(1)
Notes	118	(1)
Building a Library Balanced Scorecard	119	(24)
Mission Statement	121	(1)
Vision Statement	122	(1)
Strategic Aims	123	(3)
Critical Success Factors	126	(1)
Strategic Measures	127	(7)
Setting Goals	134	(1)
Initiatives	134	(1)
Action Plan	134	(2)
Traps to Avoid	136	(3)
Now What?	139	(2)
Summary	141	(1)
Notes	141	(2)
Communicating the Value of a Special Library	143	(6)
Communication	144	(2)
Focus on Benefits	144	(1)
Written Materials	145	(1)
Oral Presentations	146	(1)
Summary	146	(1)
Notes	147	(2)
Recommended Reading	149	(2)
Glossary	151	(6)
Appendix A: Input Measures	157	(16)
Appendix B: Sample PAPE Surveys	173	(4)
Appendix C: Library Benefits Survey	177	(2)
Index	179