Library Performance and Service Competition. Developing Strategic Responses

139 Pages·2008·4.732 MB·English

by  Larry Nash White (Auth.)

Library Performance and Service
Competition
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Library Performance and
Service Competition:
Developing strategic
responses
L N W
ARRY ASH HITE
Chandos Publishing
Oxford · England
Chandos Publishing (Oxford) Limited
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First published in Great Britain in 2008
ISBN:
978 1 84334 314 1 (paperback)
978 1 84334 315 8 (hardback)
1 84334 314 2 (paperback)
1 84334 315 0 (hardback)
© L.N.White,2008
British Library Cataloguing-in-Publication Data.
A catalogue record for this book is available from the British Library.
All rights reserved.No part of this publication may be reproduced,stored in or introduced into
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The Publishers make no representation,express or implied,with regard to the accuracy of the
information contained in this publication and cannot accept any legal responsibility or liability
for any errors or omissions.
The material contained in this publication constitutes general guidelines only and does not
represent to be advice on any particular matter.No reader or purchaser should act on the basis
of material contained in this publication without first taking professional advice appropriate to
their particular circumstances.
Typeset by Domex e-Data Pvt.Ltd.
Printed in the UK and USA.
Printed in the UK by 4edge Limited - www.4edge.co.uk
I would like to dedicate this work to Thomas L. Nash and
Les White, and most importantly my wife Emily Blankenship, for all
of their contributions to my understanding, knowledge and success
in my personal and professional life.
List of figures and tables
Figures
2.1 Components of aligning library performance
assessment 30
3.1 How does the library develop strategic
responses? 53
4.1 White’s strategic response development model 62
4.2 ‘Knowns’ for developing strategic responses 64
5.1 Innovations in strategic response development 80
6.1 Innovations and access, accountability and
alignment in strategic response development 91
7.1 Strategic responses and service environment
impacts 102
Tables
1.1 Common performance assessment processes 10
4.1 ‘Knowns’ service needs/demands sample
questions information matrix 68
4.2 ‘Knowns’ service impacts sample questions
information matrix 69
4.3 ‘Knowns’ value from service sample questions
information matrix 71
ix
Library Performance and Service Competition
4.4 ‘Knowns’ service access/time savings sample
questions information matrix 73
4.5 ‘Knowns’ service options/resources sample
questions information matrix 75
x
About the author
Larry Nash White (MLS, PhD) is an assistant professor and
the Master of Library Science program director in the
Department of Library Science and Instructional Technology
at East Carolina University and is a recipient of a Library
Journal ‘2007 Movers and Shakers Award’ for his
innovative approaches to library management and
education. Dr White is an internationally invited speaker
and presenter on library performance assessment, strategy
and competition for library and information services. He has
published in the areas of current issues and future trends in
library performance assessment, competition for library and
information services and the financial management of
libraries. He has previous experience as an administrator in
retail management and in many administrative roles within
public and academic libraries.
Dr White is a two-time graduate of Florida State
University (MLS, PhD), is married to an incredible reference
librarian named Emily, enjoys music and genealogy, and
lives in Greenville, North Carolina, with his three dogs.
The author can be contacted via the publisher or at
[email protected].
xi
Acknowledgements
I would like first to acknowledge the constructive feedback
and patience of my editorial support, Dr Glyn Jones and
Cherry Ekins, in the creation of this work. Next I would like
to acknowledge the patient support of my wife Emily, who
listened, debated and sacrificed to allow me to complete this
book. Lastly, I would like to acknowledge the valued
welcome and support from my colleagues within the Library
Science and Instructional Technology Department and the
College of Education at East Carolina University, who have
helped me acclimatize and be successful in my new home in
Greenville, North Carolina.
xiii
List of acronyms
AAA access, accountability and alignment
ALA American Library Association
BSC balanced scorecard
CI competitive intelligence
CILIP Chartered Institute of Library and Information
Professionals
IFLA International Federation of Library Associations
IMLS Institute for Museum and Library Services
ODK orphaned data and knowledge
PM performance measurement
ROA return on assets
ROI return on investment
TCO total cost of ownership
TQC total quality control
TQM total quality management
xv