Reflections on the value and impact of library and information services. Part 1

Abstract

Purpose– The purpose of the part 1 of the series of Viewpoint papers is to examine approaches to identifying the value of library and information services, using concepts from the marketing literature, and stressing the importance of co-creating value with the service users.Design/methodology/approach– The literature review examined some of the approaches to considering value and value creation from the marketing literature. Considers approaches such as narrative based marketing, holistic value frameworks, and concepts such as value creation, value-co-creation, value constellations and service dominant logic.Findings– Shows how “marketing a narrative” can be achieved for different types of library and information service. Demonstrates how the Holbrook’s typology, with three sets of value perspectives can be used to obtain a holistic view of the value of a library and information services. Examines how some of the value creation ideas have been, and could be applied to evaluation of library and information services.Originality/value– Uses ideas drawn from the marketing literature to propose novel approaches to assessing the value and impact of library services. These approaches suit current changes in service culture, and emphasise working together with users to co-create value.