Principles and practice in impact assessment for academic libraries
| Pages | 121-134 |
| Published date | 08 January 2018 |
| Date | 08 January 2018 |
| DOI | https://doi.org/10.1108/ILS-06-2017-0053 |
| Author | Christine Urquhart |
| Subject Matter | Library & information science,Librarianship/library management,Library & information services |
Principles and practice in impact
assessment for academic libraries
Christine Urquhart
Department of Information Studies, Aberystwyth University, Aberystwyth, UK
Abstract
Purpose –This paper aims to examine the principlesthat underpin library assessment, methods used for
impact and performanceevaluation and how academic librariesshould use the findings, and it discusses how
value frameworkshelp.
Design/methodology/approach –This is a literature review covering aspects of value (value
propositions, valueco-creation), value frameworks (including the 2015ACRL framework, Holbrook typology
with worked example), data analyticsand collaborative projects including LibQUALþinitiativesand the use
of balancedscorecard principles (including a values scorecard).
Findings –The use of data analyticsin library assessmentrequires collaboration among library services to
develop reliable data sets. Scorecards help ongoing impact and performance evaluation. Queries that arise
may require a framework,or logic model, to formulate suitable questions andassemble evidence (qualitative
and quantitative)to answer new questions about the value of library services.The perceived value framework
of Holbrook’s typology,the values scorecard and the ACRL framework all support the deeper level of inquiry
required.
Research limitations/implications –Includesexamples of possible application of frameworks.
Practical implications –A value framework might help data analytic approaches in combining
qualitativeand quantitative data.
Social implications –Impact assessment may require assessing how value is co-created with library
users in use of e-resources and open data.
Originality/value –The study contrasts the varying approaches to impact evaluation and library
assessmentin academic libraries, and it examines more in-depth value frameworks.
Keywords Data analytics, Academic libraries, Impact assessment, Value co-creation, Scorecards,
Library assessment, Value frameworks
Paper type Conceptual paper
Introduction
In a comparison of two quality frameworks that could be used in academic libraries
(LibQUALþ, and the customer serviceexcellence (CSE), Atkinson and Walton (2017) refer to
the need for academic libraries to prove to themselves and their institutions that they are
providing quality services, that there are drivers for showing continued improvement,
impact and return on investment. The LibQUALþapproach emphasizes on customer
service, and it uses gap analysis to measure the mismatch between customer expectations
and perceptions of service quality (whether perceptions exceed, match or fall short of
expectations). The CSE is a UK award, applicable to many types of organizations and
focuses on customer service, but it is more interested in the user experience and the areas
that are priorities for customers (generally taken to be delivery, timeliness, information,
professionalism and staff attitude). This article does not aim to comparethese two (or other
frameworks) in more depth or reviewhow the frameworks have been applied. The aim is to
explore what we mean by customer or user, whether we can (or should) take into account
background factors that may dispose the library user to some attitudes or behaviour.
Impact
assessment for
academic
libraries
121
Received13 June 2017
Revised4 October 2017
Accepted9 October 2017
Informationand Learning Science
Vol.119 No. 1/2, 2018
pp. 121-134
© Emerald Publishing Limited
2398-5348
DOI 10.1108/ILS-06-2017-0053
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