Measuring Library Performance: Principles and Techniques

Abstract

Organizations of all kinds are regularly called on to provide evidence of their effectiveness by measuring performance. Libraries and other information agencies are no exception. The motivations for performance measurement in libraries may have evolved over time (particularly as new services are offered, and newer—e.g., electronic— resources are made available), but increasingly libraries must demonstrate their worth for things that sometimes elude simple quantification. Identifying and properly utilizing the tools and essential frameworks and principles needed for collecting, analyzing, and presenting such information can be difficult and elusive. Moreover, the risks of losing resources or having decisions made by others outside the library mean professionals must develop the foundational skills of determining which of a variety factors should be measured and how. In Measuring Library Performance: Principles and Techniques, Brophy presents a thoroughly researched and exceptionally clear and well-organized guide on this topic. The book could be useful to professional librarians, students in library and information science programs, and researchers in library and information science. While this book was not written to directly address those performance measurement issues unique to medical or hospital libraries (or other health information agencies), it presents a breadth of topics, issues, and key techniques applicable to multiple library contexts. As such, it could serve both as a reference to professionals or an introductory guide for librarians seeking to learn more about performance measurement. Brophy is a professor of information management at Manchester Metropolitan University and is the director of the Centre for Research in Library and Information Management. While there is a hefty body of interdisciplinary research on performance measurement and assessment (which obviously varies in focus), Brophy is solidly placed in this literature and brings a strong background and expertise to this book. His other works in this area demonstrate his authority on the topic, and he brings a clear understanding of libraries and the related inherent complexities of performance measurement. As Brophy notes early on, “Performance measurement is central to library management, since without a firm grasp on what is actually being achieved it is impossible to move forward to improved service—or even to maintain the status quo” (p. 1). This fourteen-chapter book provides readers with discussions and examples from a range of issues in this complex area, providing essential background, key principles, and methods for deriving the necessary information. It is also worth noting that the complete coverage of agencies, associations, issues, standards, etc., that Brophy presents are from both the British and US perspectives. The introductory chapter sets the tone by describing the context, offering key definitions, and providing a concise review of other works. A variety of different topics is addressed throughout the book, from user satisfaction and the impact of services on users to processes and outputs. The chapters build logically on one another but are written in such a way that a topic could be read independently or referred to when needed. The chapters are relatively short considering the complexity of some of the topics and are generally not long-winded. They are presented with multiple bold subtitles, useful in helping readers find information quickly. Moreover, the key resources listed at the end of each chapter are an additional convenience for both the practitioner and researcher. The three appendixes are a wonderful feature of this book. The first, “Data Collection Methods,” is another demonstration of Brophy's ability to concisely yet cogently outline the key issues in collecting data, including sampling, survey construction, interviews, etc. That both quantitative and qualitative methods are discussed is important, because these different methodologies are commonly confused, but Brophy's discussion and examples help clarify some of the differences. The samples, especially if used in conjunction with the information from other parts of the book, offer clear guidance to help one decide on which methods might be most appropriate to different contexts. The other two appendixes build on the first: appendix 2 focuses on analyzing the collected data, and appendix 3 offers some basic ideas on the presentation of results. Each appendix, as with the chapters, provides a list of key resources for further reference. Performance measurement in libraries may be required or motivated by bodies outside the organization (for instance, as part of accreditation by the Joint Commission on Accreditation of Healthcare Organizations), as part of self-examination of the effectiveness of current services, or perhaps as justification for an increase in resources. As noted, there is no dearth of literature that the librarian can turn to regarding measuring the performance of a range of services, from outreach services to electronic resources and related services. However, the breadth of issues that Brophy presents in his book, particularly given the way he has chosen to organize these, would serve as an excellent foundation to guide these activities.