Context

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Evaluation of Information Services

• Context

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Topics of Day

• Mission
• Vision
• Goals and Objectives

• Standards
• Types of Metrics
• Input
• Output
• Performance
• Customer-related
• Outcomes (impacts)

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Mission

• Indicates what the institution does (is)a
  philosophical statement that broadly sets forth
  areas perceived to be important to the
  organization. Such statements are value
  assessments of what the organization should be
  doing
• Separates the institution from its peers

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Mission Statement

• Focus on the present
• A mission statement should guide decision-making
• For research, this includes
• What to study
• How to study
• How to use results
• How to communicate findings/ results

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Vision

• Aspiration
• Concentrates on the future
• Provides motivations/ inspirations
• Not what we do now, what we plan/ hope to do.

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Mission Vision

• Many are on the Web for both institutions and
  libraries
• http//midhudson.org/department/member_information
  /missions.htm

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Example Mission

• The Howland Public Library provides materials and
  services to help community residents obtain
  information meeting their personal, educational
  and professional needs. Special emphasis is
  placed on supplying adults with current reading
  materials on providing reference services to
  students (at all academic levels) and other
  information seekers and on making facilities
  available for local individuals, organizations
  and agencies to do community work. The library
  serves as a learning and activities center for
  all residents of the Beacon School District.

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Harold Bee Library Brigham Young University

• Offers a vision statement
• Two Mission statements
• General Library
• Library Web Site
• http//www.lib.byu.edu/missions.php

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Goals Objectives

• Goals
• Long-range statements of activity areas (usually
  3-5 years) and suggest activities that will
  receive priority for organizational resources
• May focus on collections, services, and
  administration
• Objectives
• Are measurable, challenging, time-limited, and
  clearly understood

• Standards
• External benchmarks
• Library
• Accreditation organizations

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Example Goal/objectives

• University of Florida, George A. Smathers Library
• Optimize Delivery Of Library Resources And
  Services
• Build and manage library collections in support
  of academic programs (Develop collections
  consistent with funding)
• Provide timely access to requested materials
• Simplify search/discovery of library resources
• Build Digital Library infrastructure
• Build the information literacy/library
  instruction program
• Increase library outreach and marketing efforts
• Undertake systematic review of reference services
  designed

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Example Goals and Objectives

• I.A
• At an inflation-adjusted base of 8,170,000,
  review the cancellation program to adjust actual
  expenditures for serials and monographs
• In light of a one-time 500,000 addition to the
  materials budget, implement desiderata list in
  conjunction with faculty and program needs
• Review the local results of the OCLC WorldCat
  Collection Analysis Service in preparation for a
  CSUL-wide initiative for coordination in building
  collection resources
• Review ILL transactions as indicators for
  materials acquisition

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Standards Measures
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Examples of Quality Areas for Libraries/Archives
Collections
Instruction, teaching, Fostering learning
Quality (examples)
Staff
Programs
Management
Facilities, equipment
Leadership
Services
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Measurement Questions

1. How much?
2. How many?
3. How economical?
4. How prompt?
5. How accurate?
6. How responsive?
7. How well?

1. How valuable?
2. How reliable?
3. How courteous?
4. How satisfied?

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Four Perspectives

• The institution and the communities served in the
  life of the library/archives
• The library/archives and academic departments and
  programs in the life of the institution

• The library/archives, department/ program, and
  institution in the life of the user/customer
• The library/archives, program/ department, and
  institution in the life of stakeholders

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Library/ Archive Perspective

• Questions
• How Much
• How Many
• How Well

• Perpsective
• Productivity
• Efficiency
• Effectiveness

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User Perspective

• Questions
• How Well?
• How Satisfied?
• How Responsive?

• Perspective
• Service Quality
• Satisfaction

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Institution Perspective

• Questions
• How Well?
• How Much?
• How Many?
• How Efficient?

• Perspectives
• Effectiveness
• Efficiency

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Stakeholder Perspective

• Questions?
• How Well
• Meeting Expectations

• Perspectives
• Outcomes
• Student Outcomes
• Student Learning Outcomes

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Types of Metrics

• Input
• Output
• Performance
• Might be presented in a cost-benefit context

• Customer-related
• Outcomes
• Student outcomes
• Student learning outcomes
• Other types--impacts

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Performance Indicators

• Examples
• http//equinox.dcu.ie/reports/pilist.html
• Percentage of the population reached by
  electronic library services
• Number of sessions on each electronic library
  service per member of the target population
• Number of remote sessions on electronic library
  services per member of the population to be
  served
• Number of documents and entries (records) viewed
  per session for each electronic library service
• Cost per session for each electronic library
  service
• Cost per document or entry (record) viewed for
  each electronic library service
• Percentage of information requests submitted
  electronically
• Library computer workstation use rate

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Cost Analyses

• Cost-benefit analysis The economic efficiency of
  a program expressed as the relationship between
  costs and outputs (or outcomes), usually measured
  in monetary terms
• Cost-effectiveness analysis The efficacy of a
  program in achieving goals/objectives (or
  outcomes) in relation to program costs

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How to Get Your Moneys Worth

• Mildred F. Sawyer Library at Suffolk University
• If you study in the library for one hour per
  weekTotal value for the academic year 16.44
• How did they calculate this?
• http//www.suffolk.edu/sawlib/faq.htmanchor13268