Setting standards for library and information service outcomes, and service quality

摘要

Whereas in the more traditional forms of library performance measurement focused on inputs, process and even outputs there is some acceptance of the value of setting base level standards, there has been little research in the field of impacts and outcomes, and no agreement on any form of standards. Research that can provide rigorous evidence of outcomes is needed for managers to make decisions that will maximise the impact of library and information services. Lessons may be learned from the health sector where research into the impact of information on clinical decision-making is being rigorously examined.The Evidence Based Librarianship movement proposes new standards for research that can be applied to outcomes research and also to the extensive work being done on service quality and satisfaction. The paper concludes that consensus on these methodological issues is necessary before consensus on standards for service quality could be promulgated.