The Finna service: meeting the new measurement challenges in libraries
| Pages | 2-11 |
| Date | 14 January 2019 |
| DOI | https://doi.org/10.1108/LM-02-2018-0007 |
| Published date | 14 January 2019 |
| Author | Timo Laine,Markku Antero Laitinen |
| Subject Matter | Library & information science,Librarianship/library management,HR in libraries,Library strategy,Library promotion |
The Finna service: meeting the
new measurement challenges
in libraries
Timo Laine and Markku Antero Laitinen
National Library of Finland, University of Helsinki, Helsinki, Finland
Abstract
Purpose –In the transformed information environment, the impact and value of the services are not
adequately shown using the traditional library metrics. It needs to be supplemented with user-centered ways
of measurement. The paper aims to discuss these issues.
Design/methodology/approach –The paper is a case study of the new Finna service and the
measurement challenges it presents.
Findings –The standards guiding the measurement and evaluation of libraries cannot offer a “cook-book”
for the organizations to follow. The paper suggests that as a one possible response to this, the Net Promoter
Score can be used as one indicator in measuring the impact of new services.
Research limitations/implications –The findings of the paper are preliminary, because so far there is not
a wide experience of the use of NPS in libraries. This calls for further study. The results are encouraging, but
more testing is needed with different services.
Originality/value –NPS has not been widely used in libraries before.
Keywords Libraries, Digital library, Impact assessment, Digitalization, Library standards,
Net Promoter Score (NPS)
Paper type Case study
1. Introduction
In the pre-digital library environment, we could not even dream about finding out wh at kind of
information searches the clientele made using the traditional card files of the library –we could
only see that the cards were worn out. Now, information systems give us that kind of
information, and we only have to agree on common rules what information should be collected.
Still, libraries have been digital already more than 20 years but still there is uncertainty what
and how should be measured. At the same time, the demands for cost-effectivity and showing
the positive impact of library are growing.
The digital information environment of today gives an immense number of possibilities
to analyze and use information. Digitalization entails a change of paradigm of cultural
heritage organizations’ways of operations to new, networked models. This change is
naturally reflected as a shift from traditional and simple catalogue-centric services toward a
multidimensional and many faceted information environment.
In Finland, the National Digital Library (NDL) initiative aimed to modernize end-user
service delivery. The Finna service as theend-user interface for the NDL represents a change
compared to traditional online servicedesign patterns used in cultural heritage organizations.
Finna is developedas an open-source effort,and it combines the collectionsof Finnish libraries
with collections from Finnish museums and archives. Its users can use just one service to
access the materials of Finnish libraries, archives and museums, without having to know or
care about the differences between services, collections and organizations.
Library Management
Vol. 40 No. 1/2, 2019
pp. 2-11
Emerald Publishing Limited
0143-5124
DOI 10.1108/LM-02-2018-0007
Received 14 February 2018
Accepted 28 June 2018
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0143-5124.htm
© Timo Laine and Markku Antero Laitinen. Published by Emerald Publishing Limited. This article is
published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce,
distribute, translate and create derivative works of this article (for both commercial and
non-commercial purposes), subject to full attribution to the original publication and authors. The full
terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode
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