Managing the quality, value and impact of academic libraries: the role of external standards

Judith Broady-Preston, Alison Lobo

    Research output: Contribution to journalArticlepeer-review


    Purpose – The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders. Design/methodology/approach – Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1-2 of a three phase research project are outlined. Findings – Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive. Originality/value – This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.
    Original languageEnglish
    Pages (from-to)122-135
    Number of pages14
    JournalPerformance Measurement and Metrics
    Issue number2
    Publication statusPublished - Jul 2011

    Bibliographical note

    A substantially revised and updated version of a paper presented originally to the 2nd Quantitative and Qualitative Methods in Libraries Conference, Chania, Crete, 25-28 May 2010.


    • value
    • impact
    • quality
    • customer service excellence
    • charter mark
    • academic libraries
    • services marketing


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