The stakeholder approach to the construction of performance measures

Abstract

Reports on the British Library, Research and Innovation Centre (BLRIC) supported stakeholder project, conducted by Glasgow Caledonian University Library, to apply the stakeholder method to the design of a set of user chosen performance measures to assist British academic libraries in improving customer service. Reports results of a questionnaire survey, involving 15 institutions and 10 stake holding groups, consisting of 91 performance measures organized in four categories: assistance from library staff; provision of study space and equipment; access to materials and equipment; and management and administration. Identifies similarities and differences between groups and describes their principal characteristics. Compares pre- and post-1992 universities and suggests questionnaires for user surveys which would yield qualitative information on library services. Compares this research with similar work carried out in New Zealand, with recent reports on academic library evaluation and with Leeds Metropolitan University Library’s service level agreement. The project ran from July 1995 to November 1996. (These results were also reported in British Library, Research and Innovation Report No. 36, 1996).