Performance Measurement for Digital Library Services

Abstract

Aim of this literature review is to draw a picture of past and current research on performance measurement, as applies to digital library services and, at large, to the digital environment, thus consisted of electronic information services and resources. The review starts with a statement of the topic and a tentative definition of digital library to be used as a comparing model for any attempt to measure its performance. A virtuous cycle of good library management puts users and the provision of quality services to the core of its values. Performance measurement supports this process. Assessment for digital library services is outlined in terms of use, services provided, costs, management tools, added value against the mission and goals of the institution. In the last decade, novelties brought about by the introduction of digital technologies in libraries have caused efforts converge to devise both new objective models of statistical data gathering and sets of sound reliable measures and indicators, apt to gauge performance. Breaking fresh ground has proved not to be an easy task: lack of consistency, of comparable data, and standards, due to the evolutionary state of the matter, have given birth to a number of initiatives and projects, mainly in the United States and the United Kingdom, which are still looking for common grounds of development. Testing is in progress and crucial to get evidence of appropriateness, reliability and comparability of performance indicators. At the same time, a number of researchers are looking beyond mere measurement of use of and access, considered too limitative and moving forward to think out new evaluation techniques and a comprehensive view of the digital library. The issue of impact and outcome assessment, in terms of benefits or changes in knowledge, behaviours and attitudes, users can derive from services and resources with potential long-term effects, is the new frontier.