Jennifer Cram:
Papers on Performance Measurement

with Shine, V (2004)

Performance measurement as promotion: demonstrating benefit to your significant others (new window) . Paper delivered at the School Library Association of Queensland Conference, Southport, June 2004.

ABSTRACT: Traditionally, school libraries, in common with other libraries, have judged their effectiveness on flows, which are more a measure of workload than of library effectiveness. Libraries have to come to terms with the idea that converting knowledge to value might require that the amount and speed of the information that flows out of the library be reduced in order to provide users with quality “just for you” services. 21st century teacher-librarians need to be able to define and demonstrate value in the context of their libraries and demonstrate return on investment in terms of academic outcomes. A conceptual framework for value measurement is proposed, the deficiencies of current performance measurement practice are discussed, in particular, the tendency to gather information about process and to report in a way which obscures the value of the library to the parent organisation. A case study on designing, modifying and using a transaction based multi-faceted performance measurement mechanism is described. The rarity of linking personal performance evaluation to organisational performance is discussed and methods of doing so are proposed.

____ (2003)

The default library and the veil of ignorance: personal service design and delivery in a virtual service age.(PDF version of paper) Paper delivered to the 12th ALIA National Library Technicians Conference, Brisbane 9-12 September 2003.

ABSTRACT: Paper discusses the extent to which library technicians have control over the quality of service delivery and demonstrates that tools useful for systemic analysis of service design and delivery can be usefully and extremely effectively applied at the individual level. Differing and apparently unrelated concepts are explored including: the idea of the default library extrapolated from work done in lexical cartography, the veil of ignorance conception of justice as fairness developed by philosopher John Rawls, Gap analysis adapted from Parasuraman, Zeithamel and Berry, and personal performance measurement. The significance of linkages between these concepts for both service design and service delivery and their impact on both face-to-face and online service delivery is highlighted. The gap analysis model is examined both from the perspective of the potential contribution of library technicians to the service processes identified in the model and the responsibility of those actively delivering service to monitor and address gaps on an ongoing basis. Paper concludes that library technicians can make a significant contribution to the quality of a library’s service delivery, both face-to-face and online, if their personal approach to their work is sophisticated and multi-dimensional, and their personal performance measurement regime is focused on value and impact.

____(2001)

Progressive librarianship in a post-modern world: a prospective view from Australia. (new window) Innovations, 22 (June), 35-41.

ABSTRACT: To achieve in the 21st century the social outcomes envisioned by progressive librarians in the 20th century, some fundamental changes in approach are required. The inter-relationship between stakeholder perspectives and accountability is examined and the Australian context is used to highlight issues as seen from the viewpoint of a society coming to terms with the perceived insolubility of social problems. Systemic changes needed in libraries to ensure that they have the capability to be internationally competitive and therefore socially responsible are explored and methodologies designed to force some cognitive rigour and provide cognitive frameworks for strategic design and delivery of library services in a global environment are suggested.

____ (1999)

"Six impossible things before breakfast": a multidimensional approach to measuring the value of libraries (new window) Invited opening keynote address delivered to the 3rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, Morpeth, Northumberland, England, 27-31 August 1999.
Published in:
Proceedings of the 3rd Northumbria International Conference on Performance Measurement in Libraries and Information Services: Newcastle upon Tyne, Information North, 2000, 19-29

ABSTRACT: A realistic performance measurement regime requires acceptance and management of ambiguity and contradiction and an understanding of the complexity of defining value in the context of libraries. Methodology for measuring value in a corporate library service is described, and models, taxonomies, service business research findings, and behavioural and psychological insights useful to inform performance measurement practice in relation to value are discussed. A conceptual framework for value measurement is proposed. Factors that contribute to ambiguity and contradiction are identified, with emphasis on the role of customer satisfaction assessment and conventional notions of accountability.

____ (1998)

Fishing with grenades or greening the mind: value, values and municipal libraries for the new millennium. (new window) Invited Keynote Address delivered at the Country Public Libraries Association of New South Wales Conference, Ballina. NSW.
Published in:
Public Libraries Excellent Value in Anyone's Books. Conference Proceedings. Goonellabah: Country Public Libraries Association of New South Wales, 1999. 1-15.
Asian Libraries 8(12), 466-479.

ABSTRACT: Looking at the value of public libraries in society, this paper discusses actual potential and unrealised value in the Australian context. Value is analysed in relation to an increasingly competitive environment, and with particular reference to library collections and their enduring place in the services provided by libraries. In addition, measuring library performance is stressed as a significant factor in determining the value of libraries.

____ (1998)

Value, values and public libraries for the new millennium. Counterpoise 2(3), 16-18.

____ (1997)

Not an inexhaustible resource: valuation and depreciation of library collections (new window Australian Library Journal 46(4), 376-385.

ABSTRACT: Anecdotal evidence suggests that valuation of library collections is not an issue being addressed by library managers, despite the growing popularity of accrual accounting in publicly funded institutions. The implications of asset valuation are discussed. The dangers of assuming that libraries should be exempt are outlined. The experience of developing and implementing a methodology for the numerous collections of the Queensland Department of Education is described.

____ (1997)

Practicality: how to acquire it. (new window) Paper delivered at the Seventh Asian Pacific Specials, Health and Law Librarians' Conference, Perth.
Published in: On the Edge: Proceedings of the Seventh Asian Pacific Specials, Health and Law Librarians' Conference Held in Perth 12-16 October 1997.Perth: Special Libraries Section, Health Libraries Section of the Australian Library and Information Association and the Australian Law Librarians Group, 1997, 23-32.

ABSTRACT: Congruence between the ends special librarians hope to attain and the means they commonly adopt to attain them is often lacking. The organisational context and definition of practicality that often places librarians in the position in which Michael Faraday found himself after he had demonstrated his induction coil to a meeting of the Royal Society is examined. The deficiencies of current performance measurement practice are discussed, in particular, the tendency to gather information about process and to report in a way which obscures the value of the library to the parent organisation and the rarity of linking personal performance evaluation to organisational performance. The performance reporting requirements of both budget-based and fee-based services are outlined, a model of performance measurement both for libraries and for individuals is suggested and the importance to both of being able to measure and quantify the value of what they do is stressed. The question "Are librarians of any practical use" is posed. Some methods of establishing the value of a librarian are fantasised about. Analogies are drawn with methods of valuing library collections and establishing the value of a library service to an organisation

____ (1996)

Benefiting the bottom line (new window) . Australian Library Journal 45(4) 300- 307

ABSTRACT: Paper examines the positive and negative impacts of the Internet on costs and productivity in libraries. The Internet can simultaneously have positive and negative impacts in both areas. It is necessary to identify both actual and opportunity costs. The nature of these costs is explored, and the significant savings which can be achieved are detailed. The impact of use and misuse on staff productivity is discussed. The origins of questionable beliefs are examined and careful and sceptical management is recommended.

____ (1996)

Performance management, measurement and reporting in a time of information-centred change. (new window) Australian Library Journal 45(3) 225-238.

ABSTRACT: In a climate of information-centred change libraries are at risk of being marginalised. In order to survive and thrive libraries and librarians must develop a competitive edge relative to competing services and demonstrate a level of competence that stresses adaptability. Managing personal and library performance for customer‑value involves taking a holistic view and a systems approach. Maximising customer value must flow from a library's culture, beliefs, values, management style and performance management. Methods for ensuring that library staff are facilitated to deliver quality services are discussed and the importance of taking both a behavioural and a process approach to performance management is detailed. The implementation of an integrated hierarchical performance measurement model is proposed and the benefits of moving reporting practices from an efficiency/usage focus to a value focus are discussed.

____ (1995)

"Watter taal praat hy nou?": Performance management, measurement and reporting in a time of information-centred change. (new window) Invited keynote address delivered at The South African Institute for Library Science Conference, Cape Town, South Africa.

ABSTRACT: In a climate of information-centred change libraries are at risk of being marginalised. In order to survive and thrive libraries and librarians must develop a competitive edge relative to competing services and demonstrate a level of competence that stresses adaptability. Managing personal and library performance for customer‑value involves taking a holistic view and a systems approach. Maximising customer value must flow from a library's culture, beliefs, values, management style and performance management. Methods for ensuring that library staff are facilitated to deliver quality services are discussed and the importance of taking both a behavioural and a process approach to performance management is detailed. The implementation of an integrated hierarchical performance measurement model is proposed and the benefits of moving reporting practices from an efficiency/usage focus to a value focus are discussed.

____ (1995)

Demonstrating value for money: issues for libraries and librarians. Paper delivered at a meeting of The Library Association Of Singapore, Singapore.
Published in
Singapore Libraries, 24, 1995, 38-57

____ (1995)

Moving from cost centre to profitable investment: managing the perception of a library's worth. (new window) Paper delivered at The Asia-Pacific Library Conference, Brisbane
Published in
Asia-Pacific Library Conference: Conference Proceedings, Volume One. Brisbane, State Library Of Queensland, 1995
Reprinted in
Australasian Public Libraries and Information Services, 8(3), 107-113, 1995

ABSTRACT: While performance measurement has improved in the past decade, the tendency is still to gather information about process and to report in a way which obscures the value of the library to the parent organisation. Where fee-based services are introduced, the choice of which service to apply fees to and the pricing strategy for that service is likely to be made without adequate information. Personal performance evaluation is rarely linked to organisational performance. Paper outlines methods of assessing and reporting value in relation to both budget-based and fee-based services, and stresses the importance to both libraries and librarians of being able to measure and quantify the value of what they do.

____ (1993)

Operating in the littoral zone: performance management as a tool of creation. (new window). Invited Keynote address to the Second National Reference and Information Service Section Conference, Darwin 7-9 July 1993
Published in
Infobridges: Linking Australia and Asia. Proceedings Of The Second National Reference And Information Service Section Conference, Darwin 7-9 July 1993. Darwin, Australian Library And Information Association. Reference And Information Service Section, 1994

____ (1990)

The right twigs for an eagle's nest - the social and political benefits of a good public library. Paper delivered to the Local Government Women’s Association Conference, Maryborough, Queensland.
Published in
Quill, 90/5, 5-10
Reprinted in
Municipal Manager (Queensland), 1(1), 1991, 17-19.
Australian Library Journal, 41(1), 1992, 31-39.
Artes Natales, 11(6), 1993, 5-10.

____(1993)

Measuring quality and productivity: performance measures for non-school libraries. Brisbane, Department of Education.
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