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

Research output: Contribution to journalArticlepeer-review

33 Citations (SciVal)


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 - 01 Jan 2011


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