What are you going to measure and for whom? Value and Impact Toolkit

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

A group of library professionals and clinicians
A group of library professionals and clinicians

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