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Key Performance Indicators – The Librarians’ Perspective

Hosted in University Malaysia Terengganu 2007

It is needless to say that libraries are changing nearly from day to day. They offer totally new services like portals, change existing resources like journals to electronic form, or add online delivery forms to existing services like reference. As expenses and workload for new information resources and services are rising, libraries need to justify the investment into change and to prove the efficiency and positive impact of the new resources and services.

Libraries today have to justify their expenditure by making their costs and effectiveness transparent. Key Performance indicators are used as tools for assessing the quality of a library’s products and services and to ensure these library services are sustained.

Key Ideas that were brainstormed

  • What are Key Performance Indicators (KPIs)?
  • How do KPIs assist Libraries?
  • What were the steps taken to develop KPIs?
  • SWOT Analysis , Library strategies and goals
  • The Balance Score Card Model
  • Typical examples of library performance indicators

Learning Areas

  1. What are Key Performance Indicators and how they assist Libraries to manage their performance.

  2. Some of the established performance indicators apply to questions such as :
    • Do the users get the material they need?
    • Do they get information and help the moment they need it?
    • Are the services and information reliable?
    • Are there enough seats/working facilities in the library?
    • Are the background processes effective?
    • Does the library reach its users

  3. Typical examples of library performance indicators were explored :
    • Availability of requested titles
    • Shelving accuracy
    • Collection turnover
    • Facilities available
    • Market Penetration
    • Ease of Access
    • Customer feedbacks from surveys from services rendered.

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