This guidebook shows academic libraries how to use innovative new performance metrics to achieve greater accountability and higher levels of service. Viewing Library Metrics from Different Perspectives: Inputs, Outputs, and Outcomes helps academic librarians go well beyond the basic guideposts of inputs and outputs to explore a wide range of metrics for measuring their effectiveness and improving performance. Based on their groundbreaking article, "Outcomes Assessment: Not Synonymous with Inputs and Outputs," Robert Dugan and Peter Hernon, along with coauthor Danuta Nitecki, give libraries the tools they need to see beyond their own walls and interpret both outcome and impact metrics from the perspective of the parent institution, the customer, and the stakeholder, as well as the library itself. Viewing Library Metrics from Different Perspectives makes a convincing argument for targeting the right audience with the right metric. The first three chapters introduce key concepts and the relevant literature, and helps libraries make the crucial distinction between assessment and evaluation. Chapters four through nine examine the four perspectives and their attendant metrics. The final chapters discuss how best to present and interpret the results.

Table of Contents:
Illustrations Preface Acknowledgments 1 Introduction Information Needs Transparency Applying Metrics Academic Libraries Conclusion Notes 2 Related Literature Use of the Word Metric Historical Context Relevant Guides, Manuals, and Other Major Works Other Lists of Metrics Scholarly Writings Some Relevant Web Sites and Software Conclusion Notes 3 Assessment and Evaluation The Institution Academic Libraries Moving toward Standardized Statistical Gathering Conclusion Notes 4 The Library Perspective Traditional Inputs and Outputs E-metrics Development of Metrics Based on Perceptions Strategies for Using Library Metrics Professional Development Is Needed Conclusion Notes 5 The Customer Perspective Types of Customers Excellence in Customer Service Types of Questions Relevant to Measurement Customer Expectations Reliability as a Customer Expectation Methods of Data Collection Conclusion Notes 6 The Institutional Perspective Institutional Metrics (in General) Institutional Metrics to Which Libraries Can Contribute Conclusion Notes 7 The Stakeholder Perspective Accountability Affordability Transparency and Comparative Metrics Advocacy Conclusion Notes 8 Benchmarking and Best Practices Differentiating More between Benchmarking and Best Practices Best Practices Convergence Quantitative Metrics Qualitative Metrics Planning for the Future Conclusion Notes 9 Metrics for Marketing and Public Relations Types of Metrics Methods of Evaluation Strategies for Using Metrics An Agenda for Conducting Further Research Conclusion Notes 10 Management Information Systems Characteristics of Metrics MIS Activities The Sawyer Library Other Applications Supplementing the MIS Conclusion Notes 11 Utilizing Metrics: Interpretation, Synthesis, and Presentation Interpretation Synthesis Presentation Conclusion Notes 12 The Joy of Metrics Grounding of Purpose Satisfaction of Improvement and Knowledge of Excellence Importance of Sharing Reward of Impact Challenges of Engagement Conclusion Notes Appendix: Metrics Analysis About the Appendices A. Inputs: Library Perspective (reported as numbers) B. Inputs: Library Perspective (reported as ratios/percentages) C. Outputs: Library Perspective (reported as numbers) D. Outputs: Library Perspective (reported as ratios/percentages) E. Selected Examples of Process Metrics F. Selected Examples of Trend Metrics G. Examples of Qualitative Metrics H. Customer Perspective I. Institutional Perspective Table I-1: Librarians Should Be Aware of These Institutional Metrics and Their Implications Concerning the Library Table I-2: Measures of, or from, the Library about Value to the Institution J. Stakeholder Perspectives (Examples) Table J-1: Stakeholders Directly/Indirectly Benefiting from the Library Table J-1a: Library Infrastructure and Capacity Table J-1b: Library Contribution to Outcomes Table J-1c: Library Contribution to Satisfaction Table J-2: Stakeholders with Oversight Interest in the Library K. Selected Metrics Used by Libraries for Benchmarking and Best Practices L. Marketing and Public Relations M. Selected Metrics from Library Reports N. Some Metrics Related to Scholarly Communication O. COUNTER Code of Practice, Release 3 (August 2008) Bibliography Index