1 GreekAcadLibs17 JED 2008 © J.E. Davies What does success look like? Evidence–based assessment of the academic library Dr. J. Eric Davies Honorary Visiting Research Fellow Loughborough University 17th Conference Greek Academic Libraries

2 GreekAcadLibs17 JED 2008 © J.E. Davies Outline: Management environment Management environment Success factors, mission and strategy Success factors, mission and strategy Performance evaluation and enhancement Performance evaluation and enhancement Evidence types Evidence types Culture and competences Culture and competences Future trends speculations Future trends speculations 17th Conference Greek Academic Libraries

3 GreekAcadLibs17 JED 2008 © J.E. Davies Management environment: Change – Technology Technology Scholarly Communication and Information Scholarly Communication and Information Attitudes/Expectations/Demands Attitudes/Expectations/Demands Services, Information Skills and Support Services, Information Skills and Support Finance/Resources/Accountability Finance/Resources/Accountability Innovation/Development Innovation/Development 17th Conference Greek Academic Libraries

4 GreekAcadLibs17 JED 2008 © J.E. Davies Success factors, mission and strategy: Success Framework/Criteria Success Framework/Criteria Mission/Vision/Values Mission/Vision/Values Aims/Objectives/Strategies Aims/Objectives/Strategies Service goals/Targets Service goals/Targets Performance Indicators Performance Indicators Evidence Based Management Evidence Based Management 17th Conference Greek Academic Libraries

5 GreekAcadLibs17 JED 2008 © J.E. Davies Framework for Performance Measurement:-  Integration with institutional goals  User satisfaction  Effectiveness (delivery)  Efficiency  Economy Follett Report – academic libraries – th Conference Greek Academic Libraries

6 GreekAcadLibs17 JED 2008 © J.E. Davies Special Libraries Association – For special librarians, evidence-based practice refers to consciously and consistently making professional-level decisions that are based on the strongest evidence of what would work best for our clients. 17th Conference Greek Academic Libraries

7 GreekAcadLibs17 JED 2008 © J.E. Davies Types of evidence – Performance Evidence Performance Evidence Research Evidence Research Evidence 17th Conference Greek Academic Libraries

8 GreekAcadLibs17 JED 2008 © J.E. Davies Systematically gathered, structured and contextualised information relating to local operations and needs Performance Evidence 17th Conference Greek Academic Libraries

9 GreekAcadLibs17 JED 2008 © J.E. Davies Performance Evidence – ServicesProcessesQuantitativeQualitative 17th Conference Greek Academic Libraries

10 GreekAcadLibs17 JED 2008 © J.E. Davies Inputs Quantitative Data Outputs Qualitative Evidence Outcomes User Responses Impacts PerformancePerformance 17th Conference Greek Academic Libraries

11 GreekAcadLibs17 JED 2008 © J.E. Davies User Responses – Surveys Surveys Focus groups Focus groups Open Days Open Days LibQUAL + TM LibQUAL + TM Rodski/Insync Rodski/Insync 17th Conference Greek Academic Libraries

12 GreekAcadLibs17 JED 2008 © J.E. Davies User Surveys – User Practice [frequency of visits, types of use] User Practice [frequency of visits, types of use] User Capabilities [ IT use, vision, mobility] User Capabilities [ IT use, vision, mobility] User Motivations [reasons for use/non-use] User Motivations [reasons for use/non-use] User Preferences [service development] User Preferences [service development] User Needs/Wants [service priorities] User Needs/Wants [service priorities] User Opinions [perceptions of service] User Opinions [perceptions of service] User Satisfaction [with various features] User Satisfaction [with various features] 17th Conference Greek Academic Libraries

13 GreekAcadLibs17 JED 2008 © J.E. Davies British Library reader satisfaction survey ratings

14 GreekAcadLibs17 JED 2008 © J.E. Davies LibQUAL+ TM Developed by ARL/Texas A&M Univ Based on SERVQUAL - Gap Analysis Minimum, Desired, Perceived user view of quality relating to - Access to InformationAccess to Information Affect of ServiceAffect of Service Library as PlaceLibrary as Place Personal ControlPersonal Control 17 th Conference Greek Academic Libraries

15 GreekAcadLibs17 JED 2008 © J.E. Davies Example of data display of LibQUAL+ TM Results

16 GreekAcadLibs17 JED 2008 © J.E. Davies XXX Example of data display of LibQUAL+ TM Results

17 GreekAcadLibs17 JED 2008 © J.E. Davies Example of Gap Analysis from LibQUAL+ TM Results

18 GreekAcadLibs17 JED 2008 © J.E. Davies The amount of information and a manager’s ability to use it have increased explosively not only for internal processes but also for the engagement of customers. The more a company knows about them, the better able it is to create offerings they want, to target them with messages that get a response, and to extract the value that an offering gives them. The holy grail of deep customer insight – more granular segmentation, low-cost experimentation, and mass customization – becomes increasingly accessible through technological innovations in data collection and processing in manufacturing. James M. Manyika, Roger P. Roberts and Kara L. Sprague ~ James M. Manyika, Roger P. Roberts and Kara L. Sprague ~ McKinsey Q.(1) th Conference Greek Academic Libraries

19 GreekAcadLibs17 JED 2008 © J.E. Davies Service DomainCommunity Profiling Demographics User Data Lapsed, Non- User, Potential User Data Information Environment PerformancePerformance 17th Conference Greek Academic Libraries

20 GreekAcadLibs17 JED 2008 © J.E. Davies Comparative Benchmarking –  Evaluate the level of performance of various services within an institution  Compare performance over time  Compare with other institutions  Compare with recognised standards 17th Conference Greek Academic Libraries

21 GreekAcadLibs17 JED 2008 © J.E. Davies Comparative Benchmarking –  STRATEGIC macro performance metrics and qualitative evidence  PROCESS detail cost performance data 17th Conference Greek Academic Libraries

22 GreekAcadLibs17 JED 2008 © J.E. Davies Comparative Benchmarking – To make changes that lead to quantum and continuous improvements in products, processes and services that result in total customer satisfaction and competitive advantage. [Motorola + D.E.C. + Xerox] 17th Conference Greek Academic Libraries

23 GreekAcadLibs17 JED 2008 © J.E. Davies

24 GreekAcadLibs17 JED 2008 © J.E. Davies XXXXX Group CURL SCONUL University Library - FTE students per seat

25 GreekAcadLibs17 JED 2008 © J.E. Davies University Library - Book expenditure per FTE student

26 GreekAcadLibs17 JED 2008 © J.E. Davies Average Weekly Opening Hours xxxxxxxxx Benchmark Old Old + CURL SCONUL

27 GreekAcadLibs17 JED 2008 © J.E. Davies Re-shelving and tidying performance

28 GreekAcadLibs17 JED 2008 © J.E. Davies Research based intelligence and macro data that informs service design and decisions Research Evidence 17th Conference Greek Academic Libraries

29 GreekAcadLibs17 JED 2008 © J.E. Davies 17 th Conference Greek Academic Libraries

30 GreekAcadLibs17 JED 2008 © J.E. Davies 17th Conference Greek Academic Libraries

31 GreekAcadLibs17 JED 2008 © J.E. Davies 17th Conference Greek Academic Libraries

32 GreekAcadLibs17 JED 2008 © J.E. Davies Performance Evidence Culture –  Service design and delivery are informed by appropriate internal and external evidence  ‘Think Evidence’ attitude permeates the organisation  Skills, knowledge, attitudes in using evidence are embedded at ALL levels of the organisation 17th Conference Greek Academic Libraries

33 GreekAcadLibs17 JED 2008 © J.E. Davies What will success look like – tomorrow??? Optimal Management Optimal Management Maximised Value Added Maximised Value Added Academic Culture/Environment Academic Culture/Environment 17th Conference Greek Academic Libraries

34 GreekAcadLibs17 JED 2008 © J.E. Davies How will we measure success – tomorrow??? Contingent valuation analysis Contingent valuation analysis Economic impact studies Economic impact studies Critical incident studies Critical incident studies Scenario planning Scenario planning Lean management Lean management Six sigma Six sigma 17th Conference Greek Academic Libraries

35 GreekAcadLibs17 JED 2008 © J.E. Davies ‘Management in particular is not about the preservation of the status quo, it is about maintaining the highest rate of change that the organization and the people within it can stand.’ ‘Whether change is comfortable or not, it is inevitable.’ [ Harvey-Jones, J. Making it happen: Reflections on leadership. London, Collins, ] 17th Conference Greek Academic Libraries

36 GreekAcadLibs17 JED 2008 © J.E. Davies Thank you for your attention. Questions? 17th Conference Greek Academic Libraries

37 GreekAcadLibs17 JED 2008 © J.E. Davies 17 th Conference Greek Academic Libraries