Developing a criteria‐based quality framework for measuring value

Pat Dixon · Alison Jane Pickard · Heather Robson

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Library Science and Administration Library Science and Information Literacy Library Science and Information

Abstract

If information professionals are to measure the value of their services, they must talk directly to users and listen to what they have to say about their lives, as well as measuring the service in terms of value for money. Whilst acknowledging the necessity of data concerned with processes and procedures, the concept of value can only be fully explored by going to the individual user directly, within a specific context. Researchers must make the anecdotal believable, trustworthy, worthy of being considered alongside other types of hard data, and a constructivist approach to collecting, analysing and presenting qualitative data can be used effectively to achieve this. The UK government has pledged to deliver public services to meet the needs of citizens, not the convenience of service providers, by involving and meeting the needs of all different groups in society. Its Best Value review represents one of the most far reaching challenges facing those responsible for local services. Can its framework provide the flexibility to support all those who have a stake in measuring value of library and information services?

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1985Naturalistic inquiry 1998Qualitative research and case study applications in education 1979Qualitative Data as an Attractive Nuisance: The Problem of Analysis 1947An analysis of knowledge and valuation 1990Performance Management in Local Government 2000The Modernization and Improvement of Government and Public Services: Public Participation and Citizen-Centred Local Government: Lessons from the Best Value and Better Government for Older People Pilot Programmes 2001The internet in everyday life: Computer networking from the standpoint of the domestic user 1999Best value – the impact on libraries: practical steps in demonstrating best value

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2005The role of effective intervention in promoting the value of electronic information services in the learning process 2013The effective use of electronic information services (EIS) in Greek higher education and their relationship to current Greek educational practice

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