Cover image for Measuring for results : the dimensions of public library effectiveness
Measuring for results : the dimensions of public library effectiveness
Matthews, Joseph R.
Personal Author:
Publication Information:
Westport, Conn. : Libraries Unlimited, [2004]

Physical Description:
xi, 240 pages : illustrations ; 24 cm
The grail of library goodness -- Mission, values, vision, and strategy -- Public library users -- Input, process, and output measures -- Outcomes or benefits of a public library -- Social benefits -- Economic impacts -- Putting it all together -- Communicating value.
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Material Type
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Z678.85 .M38 2004 Adult Non-Fiction Non-Fiction Area

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"Joseph Matthews leaves no question in his reader's mind that meaningful measures of a library's successes and shortcomings are essential. ...This guide will help a librarian to develop an assessment and planning tool capable of illustrating a library's value for its stakeholders, indicating future trends, and suggesting appropriate planning goals."- Technical Services Quarterly .

Author Notes

JOSEPH R. MATTHEWS is an internationally renowned on library automation and information systems, and president of his consulting company, Matthews and Associates, Carlsbad, California.

Reviews 1

Library Journal Review

Matthews, the author of The Bottom Line: Determining and Communicating the Value of the Special Library, has written an excellent introduction to the many and varied methods of measuring social and economic impacts of public library services on individual users and on communities. His premise is that libraries must demonstrate their efficiency and effectiveness to stakeholders (decision-makers who control the purse strings; the public) rather than relying on the perception of libraries as "doing good." Matthews stresses that libraries should undergo a planning process to develop mission statements, vision, values, and strategies, which should then be published and used as the basis of all performance measurement. He discusses such evaluation approaches as inputs, process measures, outputs, customer satisfaction, service quality measures, outcomes, and return on investment. Matthews cautions libraries against "measuring the measurable" rather than selecting performance measures and evaluation methodologies that demonstrate the success of the library in meeting the needs of its users and fulfilling its stated mission. Matthews closes with a short chapter on why and how to communicate the value of the library to stakeholders. Public library managers will find his work to be a useful tool.-Rhea Joyce Rubin, Independent Lib. Consultant, Oakland (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.

Table of Contents

Acknowledgmentsp. xi
Chapter 1 Introductionp. 1
Single Measurep. 3
Culture of Assessmentp. 5
Organization of the Bookp. 6
Summaryp. 9
Notesp. 9
Chapter 2 The Grail of Library Goodnessp. 13
Summaryp. 22
Notesp. 23
Chapter 3 Mission, Values, Vision, and Strategyp. 25
Mission Statementp. 26
Vision and Values Statementp. 30
Strategic Aimsp. 38
The Planning Processp. 53
Summaryp. 54
Notesp. 54
Chapter 4 Public Library Usersp. 57
The Userp. 57
Nonusersp. 61
Use of the Libraryp. 62
Uses of the Libraryp. 64
Nonavailability of the Public Libraryp. 69
Summaryp. 69
Notesp. 70
Chapter 5 Input, Process, and Output Measuresp. 73
Input Measuresp. 75
Types of Input Measuresp. 77
Process Measuresp. 79
Output Measuresp. 83
Satisfactionp. 88
Priority Settingp. 92
Service Qualityp. 96
Defining Service Characteristicsp. 99
Summaryp. 102
Notesp. 102
Chapter 6 Outcomes or Benefits of a Public Libraryp. 107
Summaryp. 112
Notesp. 113
Chapter 7 Social Benefitsp. 115
Use of Leisure Timep. 117
Informed Personal Decisionsp. 120
Literacyp. 121
Support of Educationp. 122
Lifelong Learningp. 123
Local History and Genealogyp. 124
Social Interactions or Library As Placep. 125
Community Awarenessp. 126
Support for a Democratic Societyp. 127
The Social Auditp. 127
Summaryp. 129
Notesp. 129
Chapter 8 Economic Impactsp. 131
Direct Benefits for the Individualp. 133
Direct Benefits for Local Businessp. 136
Direct Benefits for the Local Communityp. 138
Attracting Industrial and Commercial Developmentp. 140
Cost-Benefit Analysisp. 141
Other Cost-Benefit Methodologiesp. 147
Indirect Benefits for the Individualp. 149
Indirect Benefits for Local Businessp. 149
Indirect Benefits for the Local Communityp. 150
Summaryp. 151
Notesp. 151
Chapter 9 Putting It All Togetherp. 155
Culture of Assessmentp. 158
Policy-Management Cyclep. 161
Performance Measuresp. 163
The Balanced Scorecardp. 169
A Library Scorecardp. 176
The Library Indexp. 179
Keys to Successp. 179
Summaryp. 182
Notesp. 182
Chapter 10 Communicating Valuep. 185
Understand Your Audiencep. 186
Provide Contextp. 187
Perceptions of the Public Libraryp. 187
Be Crediblep. 188
Improve Presentation Skillsp. 188
Stage the Release of Informationp. 189
Ask for Feedbackp. 190
Summaryp. 190
Notesp. 191
Appendix A Input Measures, Process Measures, Outcome Measures, and Satisfaction-Based Outcome Measuresp. 193
Appendix B Toolbox of Performance Measures and Indicatorsp. 215
Appendix C Quality-Oriented Performance Indicatorsp. 219
Appendix D Key Performance Indicatorsp. 221
Indexp. 223