Use these examples to identify what you are going to measure and for whom
Achieve maximum impact by using the MAP toolkit to explore how to align library and knowledge services to your organisation’s goals.
Use the worked examples to find appropriate tools, using this approach:
1. Decide what you are going to measure or demonstrate
2. Decide who the value and impact stakeholder is
3. Choose a method and tool that measures what you want
Case Study 1: Impact of Literature Search Service on Patient Care
What is the reason for their interest?
Stakeholder 1 (User) wants information to make a decision about a diagnosis and treatment of a patient
Stakeholder 2 (Library Manager) wants to know if the increase in literature search requests contributes to patient care
Stakeholder 3 (Trust Management) wants to know if literature searches and the library contribute impact on actual patient care
What is their desired outcome?
Stakeholder 1 (User) wants the relevant information as quickly as possible
Stakeholder 2 (Library Manager) wants knowledge about the library contribution to patient care
Stakeholder 3 (Trust Manager) wants knowledge about the library contribution to patient care
What are our possible measures or metrics?
For the desired outcome of Stakeholder 1 (User) we need to measure the relevance of information, the speed of its delivery, and its impact on diagnosis or treatment decision
For the desired outcome of Stakeholder 2 (Library Manager) and Stakeholder 3 (Trust Manager) we need to measure the impact of the information provided on diagnosis or treatment decision
What can they be measured by?
For all three stakeholders surveys and interviews using critical incident technique can be used to measure the impact of the information
For the outcomes desired by Stakeholder 1 (User) output (performance) data can also be measured
Case Study 2: Value of the Library Service
What is the reason for their interest?
Stakeholder 1 (Library User) wants information to make a decision about the treatment of a patient
Stakeholder 2 (Library Service Manager) wants to provide high quality service
Stakeholder 3 (Trust Management) wants to know if the library is providing value for money
What is their desired outcome?
Stakeholder 1 (Library User) wants relevant information delivered as quickly as possible
Stakeholder 2 (Library Service Manager) wants a high quality service
Stakeholder 3 (Trust Management) wants a cost effective library service that contributes to organisational objectives
What are our possible measures or metrics?
For the desired outcome of Stakeholder 1 (Library User) we need to measure the relevance of information and the speed of delivery
For the desired outcome of Stakeholder 2 ( Library Manager) we need to use quality assurance measures and benchmarking standards
For the desired outcome of Stakeholder 3 (Trust Management) we should measure costs and return on investment (ROI).
What can they be measured by?
For the desired outcomes of Stakeholder 1 (Library User) we can use a user satisfaction survey , an interview, or output (Performance) Data
For the Desired outcomes of Stakeholder 2 (Library Manager) we can use quality and improvement outcomes, or balanced scorecard.
For the desired outcomes of Stakeholder 3 (Trust Management) we can use cost effectiveness, ROI, or balanced scorecard.
Case Study 3: Effectiveness of Training
What is the reason for their interest?
Stakeholder 1 (User) wants to be able to find evidence for themselves quickly
Stakeholder 2 (Trainer) wants to determine the best methods of teaching
Stakeholder 3 (Library Manager) wants to determine whether 1 to 1 teaching sessions are the best use of library time
What is their desired outcome?
Stakeholder 1 (User) wants to know where to look, how to be confident in using electronic resources, the ability to print out information, and to save searches
Stakeholder 2 (Trainer) wants confident users who regularly use resources to find what they want and need
Stakeholder 3 (Library Manager) wants to know the costs of training compared to other methods and the value of the training to the organisation
What are our possible measures or metrics?
For the desired outcomes of Stakeholder 1 (User) possible measures could be the use of the learned skills and their perceived confidence
For the desired outcomes of Stakeholder 2 (Trainer) possible measures could be the use of learned skills, their perceived confidence, and their ability to find evidence
For the desired outcomes of Stakeholder 3 (Library Manager) we might want to measure whether the skills learned in training are used, how these learned skills are used, the cost of training versus mediated search, and the feasibility of providing group rather than 1 to 1 training
What can they be measured by?
To measure the desired outcomes of Stakeholder 1 (User) we might process the data (such as the number of log on to resources) or a Survey
To measure the desired outcomes of Stakeholder 2 (Trainer) we might process the data (such as the number of log on to resources) or a survey, or a test of skills
To measure the desired outcomes of Stakeholder 3 (Library Manager ) we might process the data (such as the number of log on to resources), an impact survey, cost effectiveness, or interviews with trainees and library staff providing training
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Page last reviewed: 15 June 2021