Inside Out Measuring Success for the Research Library

Discussion Leaders Betsy Wilson, University of Washington Paul Conway, Duke University Damon Jaggars, University of Texas at Austin Kris Kiesling, University of Minnesota Neil Rambo, University of Washington Beth Sandore, University of Illinois

Inside Out Orientation toward the community Focus on what to measure Understanding impact

Limitations of Internal Metrics Librarians focus on measuring process effectiveness Quantitative Captive audience Strong on satisfaction

Measuring Inside LibQUAL+™ and similar internal measures: “The analysis has shown that a significant component of overall satisfaction is based on the elements that contribute to the “affect of service” dimension.” Affect of Service includes such qualities as helpfulness, dependability and courteousness of staff; individualized attention, responsiveness, etc. John Heinrichs, et al. College & Research Libraries, 2005

Measuring Outside “Libraries face five key challenges related to assessment…” Gathering meaningful data Acquiring methodological skills Managing assessment data Organizing assessment as a core activity Interpreting data within the context of user behaviors and constraints Denise Troll Covey. Usage and Usability Assessment, 2002

Diffuse Libraries Evolution of Library Roles In the diffuse library “… we see the library becoming more deeply engaged in the fundamental mission of the academic institution (i.e., the creation and dissemination of knowledge) in ways that represent the library’s contributions more broadly and that intertwine the library with the other stakeholders in these activities. The library becomes a collaborator within the academy, yet retains its distinct identity.” Wendy Pradt Lougee. Diffuse Libraries, 2002

Impact What difference does it make? “What is the significance and impact of research in archives? What difference does research in archives make – in terms of individual enlightenment, solution of practical problems, benefits to the public good, scholarly advances, growing human self-understanding, or additions to the sum total of human knowledge? In short, what is the use of archives?” Bruce Dearstyne. What is the Use of Archives,1987

Leadership Leader as Leader: “…an effective leader enables an organization to go somewhere to which it otherwise would not have gone. … a substantial degree of transcendence is required to lead transformation of an organization when no clear road map is available.” Chris Ferguson. Reflecting on Leadership, 2003

Questions 1. What does a successful academic library look like? 2. The missions of research libraries and their parent universities are in a state of flux, so how can we hope to succeed? 3. Beyond search and discovery, are there other areas of learning and research we should be actively supporting? 4. Are the activities and work being performed within research libraries aligned with the current (and future) teaching, learning, and research missions of the university?

References John H. Heinrichs, Thomas Sharkey, and Jeen-Su Lim. “Relative Influence of the LibQUAL+™ Dimensions on Satisfaction: A Subgroup Analysis.” College & Research Libraries 66 (may 2005): Wendy Pradt Lougee. Diffuse Libraries: Emergent Roles for the Research Library in the Digital Age. Washington, DC: Council on Library and Information Resources, Denise Troll Covey. Usage and Usability Assessment: Library Practices and Concerns. Washington, DC: Council on Library and Information Resources, Bruce Dearstyne. “What Is the Use of Archives?” American Archivist 50 (Winter 1987): Chris Ferguson. “Whose Vision? Whose Values? On Leading Information Services in an Era of Persistent Change.” In Reflecting on Leadership. Washington, DC: Council on Library and Information Resources, 2003.