TY - JOUR
T1 - Developing a criteria-based quality framework for measuring value
AU - Dixon, Pat
AU - Pickard, Alison
AU - Robson, Heather
PY - 2002
Y1 - 2002
N2 - If information professionals are to measure the value of their services, they must talk directly to users and listen to what they have to say about their lives, as well as measuring the service in terms of value for money. Whilst acknowledging the necessity of data concerned with processes and procedures, the concept of value can only be fully explored by going to the individual user directly, within a specific context. Researchers must make the anecdotal believable, trustworthy, worthy of being considered alongside other types of hard data, and a constructivist approach to collecting, analysing and presenting qualitative data can be used effectively to achieve this. The UK government has pledged to deliver public services to meet the needs of citizens, not the convenience of service providers, by involving and meeting the needs of all different groups in society. Its Best Value review represents one of the most far reaching challenges facing those responsible for local services. Can its framework provide the flexibility to support all those who have a stake in measuring value of library and information services?
AB - If information professionals are to measure the value of their services, they must talk directly to users and listen to what they have to say about their lives, as well as measuring the service in terms of value for money. Whilst acknowledging the necessity of data concerned with processes and procedures, the concept of value can only be fully explored by going to the individual user directly, within a specific context. Researchers must make the anecdotal believable, trustworthy, worthy of being considered alongside other types of hard data, and a constructivist approach to collecting, analysing and presenting qualitative data can be used effectively to achieve this. The UK government has pledged to deliver public services to meet the needs of citizens, not the convenience of service providers, by involving and meeting the needs of all different groups in society. Its Best Value review represents one of the most far reaching challenges facing those responsible for local services. Can its framework provide the flexibility to support all those who have a stake in measuring value of library and information services?
KW - local government
KW - performance measurement
KW - public libraries
KW - standards
KW - value
U2 - 10.1108/14678040210429886
DO - 10.1108/14678040210429886
M3 - Article
SN - 1467-8047
VL - 3
SP - 5
EP - 9
JO - Performance Measurement and Metrics
JF - Performance Measurement and Metrics
IS - 1
ER -