Viewing Library Metrics from Different Perspectives

Dugan (Sawyer Library, Suffolk U., Ashburton, Massachusetts), Hernon (library and information science, Simmons College, Boston, Massachusetts), and Nitecki's (Sterling Memorial Library, Yale U., Connecticut) text offers academic librarians a wide range of metrics for measuring library effectiveness and improving performance. Coverage includes key concepts and the relevant supporting literature; differentiating between assessment and evaluation; the perspectives of the library itself and of the parent institution, the customer, and the stakeholder; benchmarking and best practices; metrics for marketing and public relations; management information systems; and presenting, interpreting, and displaying metrics. Multiple appendices summarize the text and illustrate numerous metrics applicable to libraries. For academic and public library managers, graduate students in library and information science, the stakeholders served by libraries, and vendors supplying use data to libraries and consortia. * Reference & Research Book News * This book is highly recommended. . . . It will be useful to library administrators and other decision makers choosing metrics to meet institutional demands for accountability, affordability, transparency, and student learning outcomes. . . . This book is recommended for academic libraries, public libraries, research libraries, consortia, and organizations that aim to provide quality information services. * Collection Management * In this useful book, Dugan, Hernon and Nitecki offer colleagues an overview of the purpose and forms of metrics in libraries.Although particularly relevant to academic librarians, this book should prove very valuable to individuals in any type of library. * The Journal of Academic Librarianship * Viewing Library Metrics from Different Perspectives is well worth the effort to acclimate to a brave new library language. Thus the authors succeed in making a convincing case for the merit of metrics in the administration of libraries. * College & Research Libraries *

Robert E. Dugan is director of Sawyer Library at Suffolk University, Boston, MA. Peter Hernon is professor at the Graduate School of Library and Information Science at Simmons College, Boston, MA. Danuta A. Nitecki is dean of libraries and professor at College of Information Science & Technology at Drexel University, Philadelphia, PA.

Illustrations Preface Acknowledgments 1 Introduction Information Needs Transparency Applying Metrics Academic Libraries Conclusion Notes 2 Related Literature Use of the Word Metric Historical Context Relevant Guides, Manuals, and Other Major Works Other Lists of Metrics Scholarly Writings Some Relevant Web Sites and Software Conclusion Notes 3 Assessment and Evaluation The Institution Academic Libraries Moving toward Standardized Statistical Gathering Conclusion Notes 4 The Library Perspective Traditional Inputs and Outputs E-metrics Development of Metrics Based on Perceptions Strategies for Using Library Metrics Professional Development Is Needed Conclusion Notes 5 The Customer Perspective Types of Customers Excellence in Customer Service Types of Questions Relevant to Measurement Customer Expectations Reliability as a Customer Expectation Methods of Data Collection Conclusion Notes 6 The Institutional Perspective Institutional Metrics (in General) Institutional Metrics to Which Libraries Can Contribute Conclusion Notes 7 The Stakeholder Perspective Accountability Affordability Transparency and Comparative Metrics Advocacy Conclusion Notes 8 Benchmarking and Best Practices Differentiating More between Benchmarking and Best Practices Best Practices Convergence Quantitative Metrics Qualitative Metrics Planning for the Future Conclusion Notes 9 Metrics for Marketing and Public Relations Types of Metrics Methods of Evaluation Strategies for Using Metrics An Agenda for Conducting Further Research Conclusion Notes 10 Management Information Systems Characteristics of Metrics MIS Activities The Sawyer Library Other Applications Supplementing the MIS Conclusion Notes 11 Utilizing Metrics: Interpretation, Synthesis, and Presentation Interpretation Synthesis Presentation Conclusion Notes 12 The Joy of Metrics Grounding of Purpose Satisfaction of Improvement and Knowledge of Excellence Importance of Sharing Reward of Impact Challenges of Engagement Conclusion Notes Appendix: Metrics Analysis About the Appendices A. Inputs: Library Perspective (reported as numbers) B. Inputs: Library Perspective (reported as ratios/percentages) C. Outputs: Library Perspective (reported as numbers) D. Outputs: Library Perspective (reported as ratios/percentages) E. Selected Examples of Process Metrics F. Selected Examples of Trend Metrics G. Examples of Qualitative Metrics H. Customer Perspective I. Institutional Perspective Table I-1: Librarians Should Be Aware of These Institutional Metrics and Their Implications Concerning the Library Table I-2: Measures of, or from, the Library about Value to the Institution J. Stakeholder Perspectives (Examples) Table J-1: Stakeholders Directly/Indirectly Benefiting from the Library Table J-1a: Library Infrastructure and Capacity Table J-1b: Library Contribution to Outcomes Table J-1c: Library Contribution to Satisfaction Table J-2: Stakeholders with Oversight Interest in the Library K. Selected Metrics Used by Libraries for Benchmarking and Best Practices L. Marketing and Public Relations M. Selected Metrics from Library Reports N. Some Metrics Related to Scholarly Communication O. COUNTER Code of Practice, Release 3 (August 2008) Bibliography Index