Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services, held at Longhirst Management and Training Centre, Longhirst Hall, Northumberland, England, 7 to 11 September 1997

목차 (Table of Contents)

• CONTENTS
• KEYNOTE PAPERS = 1
• Does Performance Measurement Improve Organisational Effectiveness? A Post- modem Analysis / Rowena Cullen (Victoria University of Wellington, New Zealand) = 3
• Performance Measurement and Management Strategy : A Public Library Perspective from France / Thierry Giappiconi (Biblioth$$\grave e$$que Municipale, Fresnes, France) = 21
• The Use of Service Level Agreements in the British Library / Malcolm Smith (The British Library, UK) = 31
• The House that lack Built : The Consequences of Measuring / Roswitha Poll (University and State Library, M$$\ddot u$$nster, Germany) = 39
• Evaluating the Digital Library / F. Wilfrid Lancaster (University of Illinois at Urbana-Champaign, USA) = 47
• SEMINAR PAPERS AND POSTER SESSIONS = 59
• GENERAL ISSUES
• The ISO Standard on Library Performance Indicators (ISO 11620) / Jakob Harnesk (The Royal Library, Stockholm, Sweden) = 61
• Use and Interest in Performance Measures : Differences between Library Sectors / Stan Lambert ; Jonathan Willson ; Tony Oulton (Manchester Metropolitan University, UK) = 67
• Performance-Related Pay Increasing or Decreasing Performance? / Svend Larsen (State and University Library, Århus, Denmark) = 77
• Performance or Measurement? / J. Stephen Town (Cranfield University, Royal Military College of Science, UK) = 81
• Report on the Workshop for University Librarians in Africa on the Collection and Use of Library Statistics, Harare, Zimbabwe, August 1997 (Poster Session) / J. Stephen Town (Cranfield University, Royal Military College of Science, UK) = 89
• Making Performance Measurement Useful / Ian Winkworth (University ofnorthumbria at Newcastle, UK) = 93
• ACADEMIC UBRARIES
• Setting Standards and Monitoring Performance : The Experience of Information Services at the University of Sunderland (Poster Session) / Jo Aitkins (University of Sunderland, UK) = 101
• Can you Compare one University's Library Performance with another? / John Blagden ; Jane Barton (Cranfield University, UK) = 105
• Team Performance : Measurement or Mystery? / Robert Bluck (University of Northumbria at Newcastle, UK) = 111
• Practical Issues of Performance Measurement in British and German University Libraries / Antje Cockrill (University of Wales Cardiff) ; Judith Broady (University of Wales Aberystwyth, UK) = 117
• The Stakeholder Approach to the Construction of Performance Measures : Outcomes and Implications / John C. Crawford, Glasgow Caledonian University, UK) = 125
• The Use of Focus Groups in the Evaluation of Services / Elizabeth Hart, Patricia Gannon-Leary ; Lorraine Noel (University of Huddersfield, UK) = 133
• Cronbach Revisited : Positive Bias : A Powerful Enemy to Validity in Library Services / W. Michael Havener, University of Oklahoma, ; Marjorie E. Murfin (Ohio State University Libraries, USA) = 139
• Big Pictures and Fine Details : A Toolbox of Measures for South African Academic Libraries and a Call for Looking Closely / Karin de Jager ; Shirley Leibbrandt (University of Cape Town, South AjWca) = 157
• Setting Standards for Enquiry Desk Operations : A Case Study / Andrew Martin (Nene College ofhigher Education, UK) = 165
• Data Envelopment Analysis (DEA) as a Method of Evaluating Libraries : A Case Study of Finnish Academic Libraries / Jorma Niemitalo (University of Oulu, Finland) = 173
• Assessment of Service Quality in Academic Libraries : Focus on the Applicability of the SERVQUAL / Danuta A. Nitecki, Yale University, USA = 181
• Investigating Stock Performance and Intensity of Stock Use at a South African University Library (Poster Session) / Latilia Parker ; Karin de Jager (University of Cape Town, South Afiica) = 197
• Performance Indicators for Reference and Information Services : A Study of Academic Libraries in Victoria, Australia / Barbara Paton ; and Eva Fisch (La Trobe University) ; Rosemary Cotter (RMIT Libraries) ; David Cunnington (University of Melbourne, Australia) = 201
• Feedback from a Captive Audience : Reflections on the Results of a SERVQUAL Survey of Interlibrary Loan Services at Carnegie Mellon University Libraries / Joan Stein (Carnegie Mellon University Libraries, USA) = 207
• Client Satisfaction : A Rear-View Mirror Assessment / Gwenda M. E. Thomas (University of South Africa) = 223
• How to Plan and Manage Library Performance Measurement Projects through Continuous Improvement Practice : USQ Library Experience / Taisoo Kim Watson (University of Southern Queensland, Australia) = 239
• The Uses of Performance Measures and their Impact upon Academic Library Management Practice : The Evolution of a Research Idea / Lawraine Wood (Robert Gordon University, UK) = 261
• DocUTrans and ISO 9002 Quality Assurance / Reinder Jan Zwart (Detrt University of Technology, Netherlands) = 267
• THE ELECTRONIC UBP-ARY
• Library Management Information Systems in the Client Server Environment : A Proposed New Model / Amos Lakos (University of Waterloo, Canada) = 277
• Identifying and Assessing Library Clients in a Networked Environment : Issues and Possibilities / Amos Lakos (University of Waterloo, Canada) = 287
• Performance Measurement and Management Information for the Electronic Library / Peter M. Wynne ; Peter Brophy (University of Central Lancashire, UK) = 295
• HEALTH LIBRARIES
• Trends in Performance Measurement and their place in Management, Health Care and Librarianship / Grace Cheng (Hospital Authority, Hong Kong, People's Republic of China) = 307
• NAITONAL URITARIES
• Organisational Effectiveness Assessment : Case Studies of the National Library of Wales and the Perpustakaan Negara Malaysia / Zawiyah Baba ; Judith Broady (University of Wales Aberystwyth, UK) = 319
• PUBLIC LIBRARIES
• Service Evaluation in the Not-for-Profit Sector : A Comparative Analysis as a basis for Public Library Benchmarking Methodology / Margaret Kinnell (Loughborough University) ; Jennifer MacDougall (Independent Researcher, UK) = 343
• LOGOPLUS : Developing Innovative Performance Measures to Investigate the Impact of Local Government Reorganisation on Public Library Users and Staff / Sandra Parker ; Linda Banwell ; Karina Vincent (University of Noryhumbria at Newcastle, UK) = 351
• Measuring the Performance of Portuguese Public Libraries / Leonor Gaspar Pinto, Portugal = 357
• The Use of Performance Indicators in Helsinki Public Libraries / Helena Ruth (Helsinki City Library, Finland) = 363
• International Comparisons of Public Libraries / John Sumsion (Loughborough University, UK) = 369
• SCHOOL LIBRARIES
• Self-Evaluation Using Performance Indicators in Secondary School Libraries / Dorothy McLelland (Independent Information and Library Consultant, UK) = 379
• TECHNIQUES AND TOOLS
• The MINSTREL Management, Information Transformer / Roy J. Adams (De Montfort University, UK) = 393
• The Currency and Quality of Bibliographic Records / Ann Chapman (UKOLN : The UK Office for Library and Information Networking) = 401
• An Opportunity for Software Development in Library Quality Management and Performance Measurement : The EQLIPSE Experience / Zo$$\ddot e$$ Clarke (University of Central Lancashire, UK) ; Alan MacDougall (Dublin City University, Ireland) ; Shelagh Fisher (University of Central Lancashire, UK) = 405
• Introduction to CAMILE (Poster Session) / Joanna Dare ; (De Montfort University, UK) = 413
• DECIDE : Decision Support Models and a Decision Support System for European Academic and Public Libraries / Rob Davies (Education for Change Ltd., UK) = 417
• Evaluating your Online Public Access Catalogue / Margaret E. Graham ; Richard J. Hartley (University of Northumbria at Newcastle, UK) = 421
• Benchmarking in Practice / David Spiller (Loughborough University, UK) = 431
• Performance Measurement in Document Delivery : The Case of Impala, the Belgian Document Ordering System / Julien Van Bonn ; Jan Corthouts ; Richard Philips (University of Antwerp, Belgium) = 441
• CONFERENCE REVIEW / Peter Brophy (University of Central Lancashire, UK) = 455
• List af Delegates and Conference Credits = 459