The DOI matches its Crossref record; 30 of the 32 references it cites were found in a registry or an index.
Measuring the quality, value and impact of academic libraries: the role of external standards
Abstract
Purpose The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders. Design/methodology/approach Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1‐2 of a three phase research project are outlined. Findings Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive. Originality/value This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.
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“For example, the Customer Service Excellence (CSE) standard introduced by the UK Government in 2008 is a local but generalist framework for quality that has been implemented in libraries (Atkinson & Walton, 2017;Broady-Preston & Lobo, 2011).”
From Assessing ‘Goodness’: A Review of Quality Frameworks for Australian Academic Libraries (2017) · cites this paper as Broady-Preston & Lobo, 2011
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Cites
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Research works printed but not linked: 6
- Bevan, N. and Dolphin, P. (2001), “Birkbeck is up to the mark”, SCONUL Focus, Vol. 23, pp. 35‐40.
- Broady‐Preston, J. (2005), “The Balanced Scorecard, strategy, information and intellectual capital”, in Maceviciute, E. and Wilson, T.D. (Eds), Introducing Information Management: An Information Research Reader, Facet, London, pp. 123‐36.
- Broady‐Preston, J. and Lobo, A. (2010), “Customer Service Excellence (CSE), Charter Mark (CM) and the quality of university library services in the UK: a case study of Aston University”, in Katsirikou, A. and Skiadas, C.H. (Eds), Qualitative and Quantitative Methods in Libraries: Theory and Applications, Proceedings of the 2nd Qualitative and Quantitative Methods in Libraries International Conference (QQML2010) 25‐28 May2010 Chania, Crete. World Scientific Pub. Co. Inc..
- Creaser, C. (2008), “Performance measurement: a more holistic view”, Library + Information Update, Vol. 7 Nos 1‐2, pp. 30‐1.
- Matheson, L., Cawood, A. and Lobo, A. (2008), “Charter Mark – to apply or not to apply?”, SCONUL Focus, Vol. 43, Spring, pp. 69‐71.
- Stanziola, J. (2010), “Numbers and pictures: capturing the impact of public libraries”, Library & Information Update, December, pp. 44‐6.
Cited by
Sorted by citations
Farrell, R. (2017) · Library Management · doi:10.1108/lm-03-2017-0035 · Cited by 105
Performance-based evaluation of academic libraries in the big data era
Islam, A. Y. M. A., Ahmad, K., Rafi, M., & JianMing, Z. (2020) · Journal of Information Science · doi:10.1177/0165551520918516 · Cited by 41
Andrews, J., & Eade, E. (2013) · New Review of Academic Librarianship · doi:10.1080/13614533.2013.800761 · Cited by 29
Workplace stress in libraries: a case study
Farler, L., & Broady‐Preston, J. (2012) · Aslib Journal of Information Management · doi:10.1108/00012531211244509 · Cited by 29
Self-citationModeling the development of the online conference’s services
Σακάς, Δ. Π., Vlachos, D. S., & Nasiopoulos, D. Κ. (2016) · Library Review · doi:10.1108/lr-06-2015-0063 · Cited by 27
Metadata
- Authors
- Broady‐Preston, J., & Lobo, A.
- Affiliations
- Aberystwyth University (GB)
- Aston University (GB)
- Venue
- Performance Measurement and Metrics
- Publisher
- Emerald
- Published
- 2011-07-05
- Volume
- 12
- Issue
- 2
- Pages
- 122-135
- ISSN
- 1467-8047 (ISSN-L)
- OpenAlex
- W1973421789
- Cited by
- 53
- References
- 32
- Citations by year
- 2026: 1 · 2025: 1 · 2024: 1 · 2023: 2 · 2022: 1 · 2021: 2 · 2020: 5 · 2018: 2 · 2017: 7 · 2016: 10 · 2015: 5 · 2014: 4 · 2013: 7 · 2012: 5
- FWCI
- 14.73
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Performance Measurement and Metrics (publishedVersion)
- Aston Publications Explorer (Aston University) (acceptedVersion)
- Topics
- Social Sciences › Library and Information Sciences › Library Science and Information
- Social Sciences › Library and Information Sciences › Library Science and Information Literacy
- Social Sciences › Library and Information Sciences › Web and Library Services
- Keywords
- academic libraries, library service quality, value for money, library impact, customer service excellence, library management, stakeholder engagement, economic recession, library services evaluation
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