Measuring Service Quality in the Networked Environment: Approaches and Considerations.ABSTRACT THE NETWORKED ENVIRONMENT OFFERS LIBRARIES challenges and opportunities in a number of areas including management, service provision, and collection development. A particular challenge that libraries face in the networked environment is that of measuring and evaluating network-based services. This article offers a number of statistics and performance measures that libraries may find useful in determining the overall quality of their network-based services; identifies a number of service quality criteria criteria (krītēr´ē  ),n. ; and provides a framework to assist librarians This is a list of people who have practised as a librarian and are well-known, either for their contributions to the library profession or primarily in some other field. in selecting statistics and performance measures based on service quality criteria. The statistics and performance measures, criteria, and framework are the result of a number of current and past research projects conducted by the author and others across library types. INTRODUCTION The development of library networked statistics and performance measures is an important undertaking that is receiving increased attention and support. There is a great need for statistics and performance measures that: * assist libraries to make a strong case for support for a technology and information infrastructure by documenting their Internet-based services and resources; * allow libraries to effectively compare themselves to others in terms of Internet Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the development, costs, provision of services, connectivity A generic term for connecting devices to each other in order to transfer data back and forth. It often refers to network connections, which embraces bridges, routers, switches and gateways as well as backbone networks. , and use; * enable library directors and administrative library agencies to compete for resources with other organizations and/or and/or conj. Used to indicate that either or both of the items connected by it are involved. Usage Note: And/or is widely used in legal and business writing. departments by documenting the range, extent, and impact of library-provided networked services; * facilitate the transition from traditional library use measures such as circulation, reference transactions, interlibrary in·ter·li·brar·y adj. Existing or occurring between or involving two or more libraries: an interlibrary loan; an interlibrary network. loans, and so on, to network measures that describe the nature and use of library-based network activities and resources; * provide a decision-making decision-making, n the process of coming to a conclusion or making a judgment. decision-making, evidence-based, n a type of informal decision-making that combines clinical expertise, patient concerns, and evidence gathered from framework for library staff, managers, and administrators to determine resource allocation resource allocation Managed care The constellation of activities and decisions which form the basis for prioritizing health care needs strategies and meet other management needs; and * provide the means to measure the quality of library services and resources in the networked environment. These and other factors point to the overall importance for research that generates library network statistics and performance measures. METHODOLOGY This article draws upon findings from a number of research efforts: * Institute of Museum and Library Services The Institute of Museum and Library Services is an independent agency of the United States federal government. It is the main source of federal support for libraries and museums within the United States. National Leadership Grant to develop national public library network statistics and performance measures (January January: see month. 1999-August 2000). The study used a multi-method approach to the development of national network statistics and performance measures (see Figure 1). The data-collection efforts encompassed a variety of data-collection activities that involve library researchers, practitioners, policy makers, state library agencies, database vendors, and public library administrators and staff. In particular, the study team worked with six states throughout the data-collection process (Delaware Delaware, state, United States Delaware (dĕl`əwâr, –wər), one of the Middle Atlantic states of the United States, the country's second smallest state (after Rhode Island). , Maryland Maryland (mâr`ələnd), one of the Middle Atlantic states of the United States. It is bounded by Delaware and the Atlantic Ocean (E), the District of Columbia (S), Virginia and West Virginia (S, W), and Pennsylvania (N). , Michigan Michigan (mĭsh`ĭgən), upper midwestern state of the United States. It consists of two peninsulas thrusting into the Great Lakes and has borders with Ohio and Indiana (S), Wisconsin (W), and the Canadian province of Ontario (N,E). , North Carolina North Carolina, state in the SE United States. It is bordered by the Atlantic Ocean (E), South Carolina and Georgia (S), Tennessee (W), and Virginia (N). Facts and Figures Area, 52,586 sq mi (136,198 sq km). Pop. , Pennsylvania Pennsylvania (pĕnsəlvā`nyə), one of the Middle Atlantic states of the United States. It is bordered by New Jersey, across the Delaware River (E), Delaware (SE), Maryland (S), West Virginia (SW), Ohio (W), and Lake Erie and New York , and Utah) to develop, test, and finalize fi·nal·ize tr.v. fi·nal·ized, fi·nal·iz·ing, fi·nal·iz·es To put into final form; complete or conclude: "They have jointly agreed ... the network statistics and performance measures (see Figures 2 and 3). Additional study findings, statistics, and performance measure collection, management, and evaluation techniques are available in Bertot, McClure Mc·Clure , Samuel Sidney 1857-1949. Irish-born American editor and publisher who founded McClure's Magazine (1893), an influential muckraking periodical. , and Ryan Ryan may refer to: Places
Figure 1. Methodologies for Measuring Electronic Networked Services.
Qualitative
Technique Function/Purpose
Case Sites In-depth exploration of selected communities
and target audiences in those communities,
use of, and involvement with, the network.
Use findings to inform broader quantitative
data-collection activities such as mail and
electronic surveys.
Content Analysis Gather various documentation and reports to
review historical development, evolution of
network-related activities, and future
directions.
Critical Path Analysis In-depth exploration of user-based
interactions with project-related components
(e.g., training, workstation use, and
searching).
Use findings to uncover specific instance
issues. Particularly appropriate for
in-depth analysis of training and use issues.
Focus Groups Explore identified key issue areas of network
content, services, management, and
performance.
Use findings to inform broader quantitative
data-collection activities such as mail and
electronic surveys.
Policy Analysis Systematic review of policy instruments (e.g.,
legislation, regulations, standard operating
procedures, governance documents) to assess
scope, formation, implementation, execution,
and impact of network policies.
Use findings to develop context of network
activities, identify key governance issues,
and develop recommendations for future network
policy development.
Small Group In-depth exploration of network content,
and Individual services, management, and performance with
Interviews key project administrators and users.
Assess the relationship between components
of the network and future educational use and
development of network resources.
Use findings to inform broader quantitative
data-collection activities such as mail and
electronic surveys.
Quantitative
Mail/Electronic Further explore identified key issue areas of
Surveys network content, services, management, and
performance with broader project population.
Test findings from qualitative data-collection
activities with broader network population.
Pop-up Surveys Web-based surveys triggered by access to a
particular portion of a Web site.
Focused exploration of section of Web site.
Network Traffic Collect network/terminal traffic use
Measures statistics such as users, user access points,
information and service content use, and
network server and router load.
Provides sense of network load, capacity, and
what services are used and with what
frequency.
Web Log File Measure Web-based services by the analysis of
Analysis Web server log files.
Provides sense of users and locations which
access the services, server traffic, type of
technology users have, and errors encountered.
Figure 2. Public Library Network Resources and Services Statistics.
Network Statistic Definition
Public Access Workstations
Number of public Annual count of the number of library-
access workstations owned public access graphical workstations
that connect to the Internet for a
dedicated purpose (to access an OPAC or
specific database) or multiple purposes.
Number of public Annual count of the number of users of all
access workstation library graphical public access
users workstations connected to the Internet
computed from a one-week sample.
Maximum speed of Indication of the maximum bandwidth of
public access public Internet access, e.g., less than
Internet workstations 56kbps, 56kbps, 128kbps, 1.5mbps, etc.
Databases
Number of full-text titles Count of the number of full-text titles
available by subscription that the library subscribes and offers to
Report: Serial titles, the public computed one time annually.
Other titles, Total titles
Number of database Total count of the number of sessions
sessions (logins) initiated to the online
databases. Definition adapted from
proposed ICOLC standard http://www.
library.yale.edu/consortia/webstats.html.
Number of database Total count of the number of searches
queries/searches conducted in the library's online
databases. Subsequent activities by
users (e.g., browsing, printing) are not
considered part of the search process.
Definition adapted from proposed ICOLC
standard http://www.library, yale.edu/
consortia/webstats.html.
Number of items exam- Count the number of views to each entire
ined using subscription host to which the library subscribes. A
services view is defined as the number of full text
articles/pages, abstracts, citations, and
text only, text/graphics viewed.
Definition adapted from proposed ICOLC
standard http://www.library, yale.edu/
consortia/webstats.html.
Electronic Services
Number of virtual Annual count of the number of reference
reference transac- transactions using the Internet. A
tions transaction must include a question
received electronically (e.g., via e-mail,
WWW form, etc.) and responded to
electronically (e.g., e-mail).
Public service rime spent Annual count of the staff hours spent in
servicing information servicing information technology resource
technology and service activity in public service
Report: Information areas computed based on a one-week sample.
technology staff, Paid
public service staff (Pro-
fessional Librarian, Para-
professional), Volunteer,
& Total
Virtual Visits
Number of virtual visits Count of visits to the library via the
to networked library re- Internet. A visit occurs when an external
sources user connects to a networked library
Report: Number of inter- resource for any length of time or purpose
nal virtual visits, Number (regardless of the number of pages or
of external virtual elements viewed). Examples of a networked
visits, Number of total library resource include a library OPAC or
virtual visits a library Web page. In the case of a user
visit to a library Web site, a user who
looks at 16 pages and 54 graphic images
registers one visit on the Web server.
Instruction
User information technol- A count of the number of users instructed
ogy instruction and the hours of instruction offered in
Report: Number of users the use of information technology or
instructed, Number of resources obtainable using information
hours of instruction technology in structured, informal, and
electronically delivered instruction
sessions conducted or sponsored by the
library.
Staff information Annual count of the total number of staff
technology instruction instructed and the number of hours of
Report: Number of staff formal instruction in the management or
instructed, Number of use of information technology or resources
hours of staff instruction obtainable using IT.
Figure 3. Public Library Network Composite and Performance Measures.
Public access Internet The ratio of the legal service area
workstations in propor- population to the number of public
tion to the legal service access Internet workstations. E.g.,
area population XYZ library provides 1 public access
Internet workstation per 3,000 legal
service population.
Average annual use per The ratio of the number of public
public access Internet access Internet workstation users to
workstation the number of public access
Internet workstations.
Total reference activity Combine traditional measures of
reference service with electronic
measures.
Percentage of virtual ref- Percentage of the number of virtual
erence to total reference reference transactions to total
questions reference questions (both
traditional and virtual).
User information technology The number of users instructed in
instruction as percentage of information technology as a percent
total reference activity of total reference activity.
Level of paid public service Percentage of paid public service
effort in servicing informa- staff time spent serving the public
tion technology that is spent servicing information
technology during a sample period.
Total library materials use This composite measure combines the
circulation and use figures for all
of the paper; multimedia, and
electronic collections that the
public library owns or provides
access to.
Percentage of electronic ma- Compares electronic materials use in
terials use of total library ma- the form of the number of items
terials use examined using subscription services
with the total library materials
use.
Total number of serial Count of paper based serials titles
titles offered added to the number of full-text
serial titles available by
subscription
Percentage of serial titles of- Compares the number of unique
fered in electronic form electronic full-text serial titles
available by subscription to the
Total number of serial titles
offered.
Total library visits Physical attendance at the library
and the number of virtual visits
combined into one total.
Percentage of remote li- The percent of virtual visits to
brary visits total library visits (virtual plus
physical library visits).
Percentage of legal service The percentage of the legal service
area population receiving area population receiving
information technology information technology instruction
instruction annually from the public library.
Hours of formal informa- The average number of hours of
tion technology instruction formal information technology
per staff member instruction a public library staff
member receives per year.
Number of users of elec- This composite figure adds the
tronic resources and services number of virtual visits to
networked library resources, the
number of users instructed in
information technology and the
number of virtual reference
transactions.
* Evaluating the statewide electronic networks of the state libraries of Delaware (DelAWARE, http://www.lib.de.us/) and Maryland (Sailor Person who navigates ships or assists in the conduct, maintenance, or service of ships. Sailors have historically received special treatment under the law because of the nature of their work. , http://www.sailor.lib.md.us/), as well as the state library of California's InFoPeople project (http://www.infopeople.org/) (1996-1999). The Sailor and DelAWARE evaluation projects focused on assessing and measuring the networked environment for statewide networks, while the InFoPeople evaluation project centered on the impact of Internet connectivity on public libraries (Bertot, McClure, & Ryan, 1999; Bertot & McClure, 1996, 1999a). * National studies assessing public library involvement with, and use of, the Internet conducted between 1994 and 2000. These studies focused on public library-based Internet and technology infrastructure, issues, and use (Bertot & McClure, 1999b, 2000). * In-progress research sponsored by the Association of Research Libraries (ARL ARL - ASSET Reuse Library ) to develop network statistics and performance measures for academic libraries (see http://www.arl.org/stats/newmeas/emetrics/ index.html The default name for a home page in a Web server. The page is appropriately named, because the home page is an index to the entire Web site. When you type in a URL such as www.computerglossary.com, it is the same as entering www.computerglossary.com/index.html. INDEX. ). Together, these studies provide substantial findings that inform the network statistics and performance measures and quality measurement framework presented in this article. The types of data-collection techniques used in the above mentioned studies included: * case studies/site visits to various libraries, state library agencies, and other appropriate organizations; * interviews and focus groups with key stakeholders Stakeholders All parties that have an interest, financial or otherwise, in a firm-stockholders, creditors, bondholders, employees, customers, management, the community, and the government. in libraries, state and local government, library professional organization staff members and relevant working committees, state library data coordinators, and others; and * national and statewide mail and Web-based surveys. The methods were used generally in some combination and employed an iterative it·er·a·tive adj. 1. Characterized by or involving repetition, recurrence, reiteration, or repetitiousness. 2. Grammar Frequentative. Noun 1. learning strategy in which the daw-collection activities were sequenced so that the findings from one data-collection event were incorporated into subsequent data-collection activities. This technique of iterative learning allowed for the refinement, modification A change or alteration in existing materials. Modification generally has the same meaning in the law as it does in common parlance. The term has special significance in the law of contracts and the law of sales. , and adaptation adaptation, in biology, has several meanings. It can mean the adjustment of living matter to environmental conditions and to other living things either in an organism's lifetime (physiological adaptation) or in a population over many many generations (evolutionary of daw-collection approaches as the studies progressed. The study teams involved in the various research efforts engaged in a number of activities to ensure reliable and valid findings as described in Krueger (1994), Creswell Creswell is the name of several places:
a young lady of good blood runs about in the dress and manners of a gypsy. [Br. Lit.: Barrie The Little Minister in Magill I, 513] See : Disguise Babbie gypsy wins clergyman despite opposition of town. [Br. Lit. (1997). Additional information on the methodologies for each study is available in the study reports. DEVELOPING A MODEL FOR MEASURING SERVICE QUALITY IN THE NETWORKED ENVIRONMENT There are a number of approaches in developing a quality measurement framework for networked library services and resources. Thus, while this article presents one quality framework, others are possible. Indeed, Bertot et al. (2000) identify at least four models for determining library network statistics and performance measures: 1. Audience Model, in which the consumer of the network daw (Digital Audio Workstation) A device used to mix and record several tracks of digital audio. Effects such as reverb and delay are also included. All the functionality of a DAW can be provided with a PC and a high-quality sound card. See MDM. is the primary lens for developing network statistics and measures; 2. Technology Infrastructure Model, in which the existing information technology (IT) architecture and/or equipment drives the types of statistics and measures in which a library is most interested and finds most useful; 3. Network Component Model, in which various network service and resource dimensions are measured along a number of service quality indicators; and 4. Composite composite, alternate common name for Asteraceae or Compositae, the aster family. composite - aggregate Model, in which aspects of the various models are incorporated into a service quality approach. Each model presents a different lens for developing statistics and performance measures and has both strengths and weaknesses. The Network Component Model, however, offers a more robust approach to developing network statistics and performance measures as well as providing a service quality framework. The Network Component Model As first described by Bertot and McClure (1998), this model provides a two-dimensional framework for the development of electronic statistics and performance measures (see Figure 4). The model suggests that there are numerous components to electronic measures: * Technical infrastructure The hardware, software, equipment, communication lines, and technical aspects of the network (e.g., workstations, modems, servers). * Information content. The information resources (1) The data and information assets of an organization, department or unit. See data administration. (2) Another name for the Information Systems (IS) or Information Technology (IT) department. See IT. available on the network (e.g., local government information, special collections In library science, special collections (often abbreviated to Spec. Coll. or S.C.) is the name applied to a specific repository within a library which stores materials of a "special" nature. ). * Information services See Information Systems. :. The activities in which users can engage and the services that users may employ to complete various tasks (e.g., EbscoHost, UnCover, online applications). * Support. The assistance and support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services provided to help users to benefit from the network (e.g., training, help desk). * Management:. The human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , governance Governance makes decisions that define expectations, grant power, or verify performance. It consists either of a separate process or of a specific part of management or leadership processes. Sometimes people set up a government to administer these processes and systems. , planning, and fiscal aspects of the network (e.g., network staff, advisory boards, budgeting). In addition, there are different types of evaluation criteria that are used to describe library Internet-based use and services: * Extensiveness. How much of a service the network provides (e.g., number of users accessing a Web page per week, number of database sessions); * Efficiency. The use of resources in providing or accessing networked information services (e.g., cost per session in providing access to remote users of an online database, average number of times users are unable to successfully connect to the library's servers); * Effectiveness. How well the networked information service met the objectives of the provider or the user (e.g., success rate of identifying and accessing the information needed by the user); * Service quality. How well a service or activity is done (e.g., percentage of transactions in which users acquire the information they need); * Impact. How a service made a difference in some other activity or situation (e.g., the degree to which network users enhanced their ability to gain employment or pursue business); * Usefulness. The degree to which the services are useful or appropriate for individual users (e.g., percentage of services of interest to different types of user audiences); and * Adoption. The extent to which institutions or users integrate and adopt electronic networked resources or services into organizational or individual activities (e.g., answering reference questions, generating interlibrary loan requests).
Figure 4. The Network Component Model.
Extensive- Effi- Effec- Service
ness ency tiveness Quality
Network Component
Technical
Infrastructure
Information
Content
Information
Services
Support
Management
Useful-
Impact ness Adoption
Network Component
Technical
Infrastructure
Information
Content
Information
Services
Support
Management
These types of criteria provide an important roadmap A roadmap may refer to:
The Network Component Model as a Quality Measurement Tool As Figure 5 shows, the Network Component Model also serves as a mechanism through which to measure the quality of specific aspects of a library's networked services and resources using a number of evaluation criteria. It is possible to examine the technical infrastructure aspect of a network and consider network statistics and performance measures for that aspect along the evaluation criteria of extensiveness, efficiency, and so on. This framework enables one to map the network statistics and performance measures presented in Figures 2 and 3. For example: * Technical Infrastructure and Extensiveness: Number of public access Internet workstations, maximum bandwidth bandwidth Measurement of the capacity of a communications signal. For digital signals, the bandwidth is the data speed or rate, measured in bits per second (bps). For analog signals, it is the difference between the highest and lowest frequency components, measured in hertz of public access Internet workstations; * Technical Infrastructure and Service Quality: Public access Internet workstations in proportion to the population of legal service area; * Information Content and Efficiency: Percentage of remote library visits, number of users of electronic resources and services; * Information Services and Extensiveness: Number of database sessions, percentage of serial rifles offered in electronic form; * Information Services and Efficiency: Percentage of electronic materials use of total library materials use; and * Support and Extensiveness: User IT instruction, staff IT instruction.
Figure 5. Network Library Quality Statistics and Performance
Measures
Technical Information
Infrastructure Content
Technical aspects Information re-
of the network sources available
(e.g., workstations, through the net-
communications work
equipment)
Extensiveness
How much of a * (W) Number of * (VV) Number
service the net- public access of virtual visits
work provides workstations to the net-
* (W) Maximum worked library
bandwidth of resources
public access [] (VV) Total li-
Internet work- brary visits
stations
Efficiency
The use of re- * (W) Number of
sources in pro- public access
viding or access- Internet work-
ing network re- station users
sources or ser- [] Average annual
vices use per public
access Internet
workstations
* (ES) Level of
paid public ser-
vice effort in
servicing IT
[] (ES) Level of
paid public ser-
vice effort in
servicing IT
Service Quality
How well a ser- [] (W) Public ac-
vice or activity cess worksta-
is done tions in propor-
tion to the
population of
legal service
area
Adoption
The extent to
which institutions
or users integrate
and adopt elec-
tronic networked
resources or ser-
vices into organi-
zational or indi-
vidual activities
Information
Services Support
Activities and Assistance and
services that us- support pro-
ers may use (e.g., vided to help
online data- users better use
bases) the network
Extensiveness
How much of a * (D)Number of * (I) User IT
service the net- full text rifles instruc-
work provides available by tion
subscription * (I) Staff IT
* (D) Number instruction
of database
sessions
[] (I) Percentage
* (D) Number of of population
items examined of legal service
using subscrip- area receiving
tion services IT instruction
[] (D) Percentage [] (I) Hours of
of serial titles formal IT in-
offered in elec- struction per
tronic form staff member
Efficiency
The use of re- [] (D) Percentage
sources in pro- of electronic
viding or access- materials use of
ing network re- total library
sources or ser- material use
vices [] (D) Total li-
brary materi-
als use
Service Quality
How well a ser- * Number of re-
vice or activity jected sessions
is done [] Percentage of re-
jected sessions to
total sessions
[] Percentage of
time network is
functioning
(e.g., up)
Adoption
The extent to * (ES) Number of
which institutions virtual refer-
or users integrate ence transac-
and adopt elec- tions
tronic networked [] (ES) Total ref-
resources or ser- erence activity
vices into organi- [] (ES) Percent-
zational or indi- age of virtual
vidual activities reference to to-
tal reference
activity
Management
Human re-
sources, plan-
ning, govern-
ance, fiscal as-
pects of the
network
Extensiveness
How much of a
service the net-
work provides
Efficiency
The use of re- * Cost of online
sources in pro- subscription
viding or access- material (e.g., e-
ing network re- books, data-
sources or ser- bases)
vices [] Cost per session/
visit
Service Quality
How well a ser-
vice or activity
is done
Adoption
The extent to
which institutions
or users integrate
and adopt elec-
tronic networked
resources or ser-
vices into organi-
zational or indi-
vidual activities
W = Workstations ES = Electronic Services D = Databases
VV = Virtual Visits I = Instruction
* Network statistic (italics indicates possible statistics)
[] Performance measure (italics indicates additional possible
performance measures)
Figure 5 also presents additional statistics and measures that selected library and state library staff and administrators, as well as various government officials and governing board Noun 1. governing board - a board that manages the affairs of an institution board - a committee having supervisory powers; "the board has seven members" members, found of interest. These include: * Information Services and Service Quality: Number of rejected re·ject tr.v. re·ject·ed, re·ject·ing, re·jects 1. To refuse to accept, submit to, believe, or make use of. 2. To refuse to consider or grant; deny. 3. logins, percentage of rejected sessions to total sessions; and * Management and Efficiency: Cost of online subscription material, cost per session/visit. These statistics and measures, however, require additional development and testing. The Quality Picture Through these statistics and measures, it is possible to gain a sense of the quality of networked services and resources in specific areas or across a number of areas. Moreover, by selecting statistics and performance measures relevant and of interest to library staff and managers (required for reporting purposes) or other motivational factors, it is possible for libraries to develop an overall sense of their networked services and resources along the network dimension and evaluation criteria. For example, should libraries desire to measure the quality of their database information services, they could use the following questions: * How much? Such statistics and performance measures as the number of full-text titles available by subscription, number of database sessions, number of items examined using subscription services, and percentage of serial titles offered in electronic form. * How well? Such statistics and performance measures as the number of rejected sessions, percentage of rejected sessions to total sessions, percentage of the time the network is functioning. * Is it cost effective? Such statistics and performance measures as the cost of online subscription material, cost per session/virtual visit. * With what effort? Such statistics and performance measures as the number of staff hours spent servicing public service information technology (IT), user IT instruction, and percentage of the population receiving IT instruction in the legal service area for public libraries. Academic libraries could substitute campus populations such as student body, faculty, staff, and so on. Such a systematic approach to network service quality measurement thus provides a library the ability to look in-depth in-depth adj. Detailed; thorough: an in-depth study. in-depth Adjective detailed or thorough: an in-depth analysis at particular aspects of their networked services and resources. Issues with Statistics, Performance Measures, and Framework A review of the statistics, performance measures, and framework points to a number of issues that require additional research and testing: * Network service and resource measurement across library types. Many of the statistics and performance measures presented in Figures 2 and 3 were developed in the public library and/or statewide library network environments. It is unclear as to whether these statistics and measures apply across an ever-complex library environment of cooperatives  This article has too many unnecessary external links.Please help Wikipedia by organising, removing or transferring them to other articles.
(2) In computer graphics, to move an image on screen without rotating it. across libraries or library service providers, but which ones, in what context, and so on, remains untested. * Time-sensitive statistics and performance measures. Many of the statistics and performance measures presented in Figures 2 and 3 will have a limited utility time. Technology changes, measurement needs change, and libraries change. Thus, network statistics and performance measures will be in a continual state of development, testing, modification, and adoption. * Control of the data. Some of the most central data to libraries is now out of the control of libraries--i.e., online vendor databases. Thus, the ability of libraries to collect, analyze an·a·lyze v. 1. To examine methodically by separating into parts and studying their interrelations. 2. To separate a chemical substance into its constituent elements to determine their nature or proportions. 3. , and use critical data is dependent on the ability of libraries to receive desired data back from the vendors in a timely, uniform, and consistent manner. * Critical gaps. Figures 4 and 5 clearly demonstrate that there are a number of evaluation criteria and network components for which there are no tested statistics and performance measures to determine the quality of those networked services and resources. In particular, there is a need for quality indicators in key evaluation criteria of impact and usefulness. At present, quality measurement is limited to predominantly pre·dom·i·nant adj. 1. Having greatest ascendancy, importance, influence, authority, or force. See Synonyms at dominant. 2. technology-generated logs, counts of equipment and/or equipment usage, and transaction data (e.g., reference). The more difficult questions of impacts, benefits, outcomes, and barriers remain unanswered. * Mutual exclusivity of the statistics and performance measures. The quality framework presented in Figure 5, while parsimonious par·si·mo·ni·ous adj. Excessively sparing or frugal. par  si·mo , has the
obvious limitation of oversimplification o·ver·sim·pli·fy v. o·ver·sim·pli·fied, o·ver·sim·pli·fy·ing, o·ver·sim·pli·fies v.tr. To simplify to the point of causing misrepresentation, misconception, or error. v.intr. . That is, a number of statistics and performance measures can serve as quality measures along more than one evaluation criterion
Anything used to predict future financial or economic trends. Notes: In the context of technical analysis, an indicator is a mathematical calculation based on a securities price and/or volume. The result is used to predict future prices. of information services' extensiveness and adoption. * Evolving methodologies. In part, the limitations to the types of network statistics and performance measures presented in the article are a result of the limitations of current data-collection techniques. More often, researchers rely on qualitative qualitative /qual·i·ta·tive/ (kwahl´i-ta?tiv) pertaining to quality. Cf. quantitative. qualitative pertaining to observations of a categorical nature, e.g. breed, sex. methods to gain a sense of user-based impact and utility measures. Relying on these methodologies to measure service quality across libraries, library types, and so on, is problematic at best. There is a need to modify existing data-collection techniques and/or develop new techniques (i.e., Web log file analysis) to better address measurement in the networked environment. * Library data collection, analysis, and presentation management system. The research activities demonstrated that, in general, public libraries do not engage in a systematic quality-focused data-collection system. Few, if any, have staff that are responsible specifically for library-wide data-collection efforts, analysis efforts, or reporting and presentation efforts. Moreover, library staff may not be appropriately trained in the various methodologies and data analysis techniques required to engage in statistical and performance measurement activities. Were it not for state library and/or local governance mandated data-collection efforts, it is likely that many public libraries would engage in few, if any, data-collection efforts beyond circulation and visit counts. The data-collection situation is particularly problematic in the networked environment, as data-collection efforts in this area require additional technical and research skills. These issues point to the need for additional research, testing, and validation See validate. validation - The stage in the software life-cycle at the end of the development process where software is evaluated to ensure that it complies with the requirements. in the area of network resources and services quality measurement. They also indicate a need for libraries to work with vendors to receive desired usage reports, as well as the enhancement of librarian (1) A person who works in the data library and keeps track of the tapes and disks that are stored and logged out for use. Also known as a "file librarian" or "media librarian." See data library. (2) See CA-Librarian. technical, evaluation, and methodological skills to better understand the networked environment. NEXT STEPS The framework presented in this article shows that it is possible to develop, define, and collect a number of statistics and performance measures that reflect networked library services and resources. The statistics and measures, however, reflect the embryonic em·bry·on·ic or em·bry·on·al adj. Of, relating to, or being an embryo. Embryonic In the life cycle of the round worm, a very early life stage occurring within the uterus of the female round worm. state of network service and resource measurement due to a number of methodological, organizational, and complexity issues. As such, a large number of the statistics and measures reflect a "counting" approach to measurement. While an important first step to network service and resource measurement is establishing a foundation for measurement, it is important to move beyond counting instances and occurrences. The SERVQUAL SERVQUAL Service Quality methodology, which is reviewed substantially in other articles in this journal issue, provides a robust framework that network measurement activities need to consider in moving toward developing user-based measures of library network service quality. For example, a clear starting point Noun 1. starting point - earliest limiting point terminus a quo commencement, get-go, offset, outset, showtime, starting time, beginning, start, kickoff, first - the time at which something is supposed to begin; "they got an early start"; "she knew from the is to consider statistics, performance measures, and approaches that incorporate the Gaps Model of Service Quality (Zeithaml, Parasuraman, & Berry Berry, former province, France Berry (bĕrē`), former province, central France. Bourges, the capital, and Châteauroux are the chief towns. , 1996): * Gap 1--customers' expectations and management's perceptions of these expectations; * Gap 2--management's perceptions of customer's expectations and service quality specifications; * Gap 3--service quality specifications and actual service delivery; * Gap 4--actual service delivery and what is communicated to customers about it; and * Gap 5--customers' expected services and perceived per·ceive tr.v. per·ceived, per·ceiv·ing, per·ceives 1. To become aware of directly through any of the senses, especially sight or hearing. 2. To achieve understanding of; apprehend. service delivered (p. 16). These gaps provide an overall research approach within which the network statistics and performance measure model presented in Figure 5 can serve to guide the development of specific network statistics and performance measures with the gap dimensions. As research in this area continues, adopting a user-based approach to library network service quality assessment is critical. CONCLUSION The network statistics, performance measures, and quality framework presented in this article consolidate Consolidate To combine the assets, liabilities, and other financial items of two or more entities into one. Notes: This term is generally used in the context of consolidated financial statements. the findings from a number of research activities conducted over several years. It is clear, however, that the development of service quality measures for libraries in the networked environment is still in the initial stages. It is also clear that, as library network usage measurement evolves, it is necessary to incorporate user-based quality assessment approaches such as those offered through the SERVQUAL methodology. To stimulate stimulate /stim·u·late/ (stim´u-lat) to excite functional activity. stim·u·late v. To arouse a body or a responsive structure to increased functional activity. research and practice in this area, though, it may be necessary to balance the more rigorous requirements of valid and reliable data with the very real needs of libraries and librarians of all types to demonstrate, in a standardized standardized pertaining to data that have been submitted to standardization procedures. standardized morbidity rate see morbidity rate. standardized mortality rate see mortality rate. manner, the use and uses of their networked resources and services. This is not to say that researchers and practitioners should abandon abandon v. to intentionally and permanently give up, surrender, leave, desert, or relinquish all interest or ownership in property, a home or other premises, a right of way, and even a spouse, family, or children. sound social science research practices in their efforts to develop methodologies, variables, statistics, and performance measures that yield accurate, valid, and reliable network resource and service usage and quality data. Rather, in a rapidly evolving and constantly changing environment, such as the networked environment, researchers and practitioners are likely to be in a continual cycle of developing new measures or modifying existing ones and developing new methodologies or modifying existing ones. This perpetual PERPETUAL. That which is to last without limitation as to time; as, a perpetual statute, which is one without limit as to time, although not expressed to be so. "under construction" scenario A scenario (from Italian, that which is pinned to the scenery) is a synthetic description of an event or series of actions and events. In the Commedia dell'arte requires researchers and practitioners to experiment with new approaches to service quality measurement until such approaches are accepted by the broader research and library communities. ACKNOWLEDGMENT acknowledgment, in law, formal declaration or admission by a person who executed an instrument (e.g., a will or a deed) that the instrument is his. The acknowledgment is made before a court, a notary public, or any other authorized person. The author wishes to acknowledge the contributions of Charles Charles, archduke of Austria Charles, 1771–1847, archduke of Austria; brother of Holy Roman Emperor Francis II. Despite his epilepsy, he was the ablest Austrian commander in the French Revolutionary and Napoleonic wars; however, he was handicapped by R. McClure and Joe Ryan
Joe Ryan is an employee of CACI International Inc.; in early 2004 he was stationed at Abu Ghraib prison in Iraq as an interrogator. for research projects described in this article. The author also wishes to thank the U.S. Institute of Museum and Library Services, U.S. National Commission on Libraries and Information Science The National Commission on Libraries and Information Science (NCLIS) is one of the smallest policy agencies in the U.S. government and for the last 20 years has been fighting for its existence. , Maryland Division of Library Development and Services, Delaware Division of Libraries, California State Library The California State Library collects, preserves, generates and disseminates a wide array of information. It was founded in 1850 by the California State Legislature. Today, it is the central reference and research library for state government and the Legislature. , and the Association of Research Libraries for their support of the research projects identified in this article. REFERENCES Babbie, E. R. (1997). The practice of social research, 8th ed. Belmont Belmont (bĕl`mŏnt). 1 City (1990 pop. 24,127), San Mateo co., W Calif., a residential suburb midway between San Francisco and San Jose; laid out 1851, inc. 1926. There is light manufacturing, and the College of Notre Dame (est. , CA: Wadsworth Wadsworth, city (1990 pop. 15,718), Medina co., NE Ohio, an industrial suburb of Akron; settled c.1816, inc. 1866. Matches, iron and steel valves, and rubber products are manufactured in the city. Publishing Company. Bertot, J. C., & McClure, C. R. (1999a). The DelAWARE evaluation: User survey findings and recommendations. Dover Dover, town, England Dover (dō`vər), town (1991 pop. 33,461), Kent, SE England, on the Strait of Dover, beneath chalk cliffs (the "White Cliffs of Dover") c.375 ft (114 m) high. The small Dour River flows through the town. : Delaware Division of Libraries. Bertot, J. C., & McClure, C. R. (1999b). Public library Internet connectivity: Status and policy implications. Library and Information Science Research, 21(3), 281-298. Bertot, J. C., & McClure, C. R. (2000). Public libraries and the Internet 2000: Summary findings and tables. Washington Washington, town, England Washington, town (1991 pop. 48,856), Sunderland metropolitan district, NE England. Washington was designated one of the new towns in 1964 to alleviate overpopulation in the Tyneside-Wearside area. , DC: National Commission on Libraries and Information Science. Bertot, J. C.; McClure, C. R.; & Ryan, J. (1999). The importance of California California (kăl'ĭfôr`nyə), most populous state in the United States, located in the Far West; bordered by Oregon (N), Nevada and, across the Colorado River, Arizona (E), Mexico (S), and the Pacific Ocean (W). public libraries in increasing public access to the Internet. Sacramento Sacramento, city, United States Sacramento (săkrəmĕn`tō), city (1990 pop. 369,365), state capital and seat of Sacramento co., central Calif. : California State Library. Bertot, J. C.; McClure, C. R.; & Ryan, J. (2000). Developing national library network statistics and performance measures for U.S. public libraries: Issues, findings, and recommendations. Performance Measurement and Metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. : The International Journal for Library and Information Services, 1 (1), 15-42. Bertot, J. C.; McClure, C. R.; & Ryan, J. (2001). Statistics and performance measures for public library networked services. Chicago Chicago, city, United States Chicago (shĭkä`gō, shĭkô`gō), city (1990 pop. 2,783,726), seat of Cook co., NE Ill., on Lake Michigan; inc. 1837. , IL: American Library Association American Library Association, founded 1876, organization whose purpose is to increase the usefulness of books through the improvement and extension of library services. . Creswell, J. W. (1994). Research design: Qualitative and quantitative quantitative /quan·ti·ta·tive/ (kwahn´ti-ta?tiv) 1. denoting or expressing a quantity. 2. relating to the proportionate quantities or to the amount of the constituents of a compound. approaches. Thousand Oaks Thousand Oaks, residential city (1990 pop. 104,352), Ventura co., S Calif., in a farm area; inc. 1964. Avocados, citrus, vegetables, strawberries, and nursery products are grown. , CA: Sage Publications This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. . Krueger, R. A. (1994). Focus groups: A practical guide for applied research. Thousand Oaks,cA: Sage Publications. Zeithaml, V. A.; Parasuraman, A.; & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of : The Free Press. John Carlo Bertot, Information Management Use and Policy Institute, School of Information Studies, Florida State University Florida State University, at Tallahassee; coeducational; chartered 1851, opened 1857. Present name was adopted in 1947. Special research facilities include those in nuclear science and oceanography. , Tallahassee Tallahassee (tăləhăs`ē), city (1990 pop. 124,773), state capital and seat of Leon co., NW Fla.; inc. 1825. Tallahassee is a wholesale trade and distribution center for the surrounding lumber, livestock, and agricultural area. , FL 32306 JOHN CARLO BERTOT is currently an Associate Professor in the School of Information Studies and Associate Director of the Information Use Management and Policy Institute at Florida State University. He was the co-principal investigator for a National Leadership Grant funded by the Institute of Museum and Library Services to develop national public library statistics and performance measures for the networked environment. This project resulted in the forthcoming book, Statistics and Performance Measures for Public Library Networked Services. At present, he is co-principal investigator and author of the Public Libraries and the Internet study supported by the National Commission on Libraries and Information Science. He is also co-principal investigator for an Association of Research Libraries grant to develop network statistics and performance measures for academic libraries. |
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