1. UNC School of Information and Library Science Determining your worth/ Communicating your value Joanne Gard Marshall Dean and Professor UNC-Chapel Hill marshall@ils.unc.edu

2. UNC School of Information and Library Science Challenges of gathering evidence Defining our terms Measuring abstract concepts Creating a culture of evidence-based practice

3. UNC School of Information and Library Science Defining our own value proposition Traditional financial models Measuring intangibles

4. UNC School of Information and Library Science Measures that matter (Ernst & Young, 1997) credibility, quality of product and processes innovation, research leadership, brand identity, market share and ability to attract and retain employees

5. UNC School of Information and Library Science Components of our own value proposition the information user the processes used to provide info access research and discovery technology as a tool, the human and financial resources required

6. UNC School of Information and Library Science Figure 1. Integrated Resources for Value Creation

7. UNC School of Information and Library Science Types of value Social value Personal value Organizational value

8. UNC School of Information and Library Science Principles of benchmarking client focused service based demonstrate value added by library staff reflect expanded roles easily compared across different settings easily and accurately counted open to change as required

9. UNC School of Information and Library Science Key areas for evaluation access information resources human resources education impact

10. UNC School of Information and Library Science SERVQUAL variables Tangibles Reliability Responsiveness Assurance Empathy

11. UNC School of Information and Library Science Sample reference output measures (Van House and others) Ratio of reference transactions to attendance Reference transactions per circulation Online searches per year Professional FTE per person in user population

12. UNC School of Information and Library Science Sample health care outcomes Change in diagnosis Change in choice of treatment Reduce length of hospital stay Improve quality of life for patient or family Improve confidence in decision-making

13. UNC School of Information and Library Science Personal value The greatest enabler of all