Evaluation of Information Services
CONTEXT
Topics of Day
 Mission
 Standards
 Vision
 Types of Metrics
 Goals and Objectives
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Input
Output
Performance
Customer-related
Outcomes (impacts)
Mission
 Indicates what the institution does (is)—a
philosophical statement that broadly sets forth areas
perceived to be important to the organization. Such
statements are value assessments of what the
organization should be doing
 Separates the institution from its peers
Mission Statement
 Focus on the present
 A mission statement should guide decision-making
 For research, this includes:
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What to study
How to study
How to use results
How to communicate findings/ results
Vision
 Aspiration
 Concentrates on the future
 Provides motivations/ inspirations
 Not what we do now, what we plan/ hope to do.
Mission & Vision
 Many are on the Web for both institutions and
libraries
 http://midhudson.org/department/member_inform
ation/missions.htm
Example: Mission
 The Howland Public Library provides materials
and services to help community residents obtain
information meeting their personal, educational and
professional needs. Special emphasis is placed on
supplying adults with current reading materials; on
providing reference services to students (at all
academic levels) and other information seekers; and
on making facilities available for local individuals,
organizations and agencies to do community work.
The library serves as a learning and activities center
for all residents of the Beacon School District.
Harold Bee Library
Brigham Young University
 Offers a vision statement
 Two Mission statements
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General Library
Library Web Site
 http://www.lib.byu.edu/missions.php
Goals & Objectives
 Goals
 Long-range statements of
activity areas (usually 3-5
years) and suggest
activities that will receive
priority for organizational
resources
 May focus on collections,
services, and
administration
 Objectives
 Are measurable,
challenging, time-limited,
and clearly understood
 Standards
 External benchmarks
 Library
 Accreditation
organizations
Example: Goal/objectives

University of Florida, George A. Smathers Library
1.
Optimize Delivery Of Library Resources And Services
a)
b)
c)
d)
e)
f)
g)
Build and manage library collections in support of academic
programs (Develop collections consistent with funding)
Provide timely access to requested materials
Simplify search/discovery of library resources
Build Digital Library infrastructure
Build the information literacy/library instruction program
Increase library outreach and marketing efforts
Undertake systematic review of reference services designed
Example: Goals and Objectives
 I.A
 At an inflation-adjusted base of $8,170,000, review the
cancellation program to adjust actual expenditures for
serials and monographs
 In light of a one-time $500,000 addition to the materials
budget, implement desiderata list in conjunction with
faculty and program needs
 Review the local results of the OCLC WorldCat Collection
Analysis Service in preparation for a CSUL-wide initiative
for coordination in building collection resources
 Review ILL transactions as indicators for materials
acquisition
Standards & Measures
Examples of Quality Areas for Libraries/Archives
Instruction, teaching,
Collections
Fostering learning
Programs
Facilities, equipment
Services
Quality
(examples)
Staff
Management
Leadership
Measurement Questions
1.
2.
3.
4.
5.
6.
7.
How much?
How many?
How economical?
How prompt?
How accurate?
How responsive?
How well?
How valuable?
2. How reliable?
3. How courteous?
4. How satisfied?
1.
Four Perspectives
The institution and
the communities
served in the life of
the library/archives
2. The library/archives
and academic
departments and
programs in the life
of the institution
1.
3. The library/archives,
department/
program, and
institution in the life
of the user/customer
4. The library/archives,
program/
department, and
institution in the life
of stakeholders
Library/ Archive Perspective
 Questions
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How Much
How Many
How Well
 Perpsective
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Productivity
Efficiency
Effectiveness
User Perspective
 Questions
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How Well?
How Satisfied?
How Responsive?
 Perspective
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Service Quality
Satisfaction
Institution Perspective
 Questions
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How Well?
How Much?
How Many?
How Efficient?
 Perspectives
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Effectiveness
Efficiency
Stakeholder Perspective
 Questions?
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How Well
Meeting Expectations
 Perspectives
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Outcomes
Student Outcomes
 Student Learning
Outcomes

Types of Metrics
 Input*
 Customer-related
 Output*
 Outcomes
 Performance*
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*Might be presented in a
cost-benefit context
Student outcomes
Student learning
outcomes
Other types--impacts
Performance Indicators
 Examples
 http://equinox.dcu.ie/reports/pilist.html
 Percentage of the population reached by electronic library services
 Number of sessions on each electronic library service per member of
the target population
 Number of remote sessions on electronic library services per member
of the population to be served
 Number of documents and entries (records) viewed per session for
each electronic library service
 Cost per session for each electronic library service
 Cost per document or entry (record) viewed for each electronic
library service
 Percentage of information requests submitted electronically
 Library computer workstation use rate
Cost Analyses
 Cost-benefit analysis: The economic efficiency of
a program expressed as the relationship between
costs and outputs (or outcomes), usually measured
in monetary terms
 Cost-effectiveness analysis: The efficacy of a
program in achieving goals/objectives (or outcomes)
in relation to program costs
How to Get Your Money’s Worth
 Mildred F. Sawyer Library at Suffolk University
 If you study in the library for one hour per week
Total value for the academic year= $16.44
 How did they calculate this?
 http://www.suffolk.edu/sawlib/faq.htm#anchor13268