Quantum² : Quantum² Framework : Measurement

Measurement

Librarians have always been diligent in measuring operational indicators such as requests, loans, transactions, search sessions, etc. Such measurements should continue to be done, but it is critical to measure the right things and to interpret the numbers for meaningful indications of changing needs. Data mining techniques used in Customer Relationship Management, logistics, and many other fields can be applied to the "data exhaust" from the library's activities (such as the web statistics generated automatically).

Measuring and analyzing library activity is not sufficient, however. It is equally important to measure impact. Several studies have charted methods for deriving expressions of the library's value in monetary terms or from demonstrable benefits such as reduced turnaround time, improved accuracy, risk avoidance, and the like. Return on investment calculations are particularly helpful when constructing documentation meant for senior executives.

Key Questions:

• Am I conversant with the latest ROI techniques?
• Do I consistently measure operational data?
• Do I consistently require feedback from clients?

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