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Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services: Proving Value in Challenging Times
Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012)
Publication Type: Proceedings of the Northumbria Conference

Assuring quality using ‘moments of truth’ in super-converged services
Leo Appleton, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 7-11.
Publication Type: Proceedings of the Northumbria Conference

Performance measurement in a changing environment – the SCONUL e-measures project
Pat Barclay, Angela Conyers, Claire Creaser & Sonya White, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 13-20.
Publication Type: Proceedings of the Northumbria Conference

Student information search skills and help acquisition – differences across three faculties
Linda Bedwell, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 21-27.
Publication Type: Proceedings of the Northumbria Conference

Utilizing LibQUAL+® to identify best practices in academic research library website design
Raynna Bowlby, Brinley Franklin, and Carolyn Lin, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 29-34.
Publication Type: Proceedings of the Northumbria Conference

What business are we in? Value added services, core business and national library performance
Judith Broady-Preston and Wendy Swain, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 35-44.
Publication Type: Proceedings of the Northumbria Conference

Using performance indicators to improve technical service in an academic library: a study at São Paulo University Law School
Milena Celere de Sousa e Silva and Ednéia Silva Santos Rocha, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 45-52.
Publication Type: Proceedings of the Northumbria Conference

Assessing the value of ebooks to academic libraries and users
Tina E Chrzastowski, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 53-61.
Publication Type: Proceedings of the Northumbria Conference

The Journal Usage Statistics Portal (JUSP): measuring use and impact
Angela Conyers and Jo Lambert, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 63-67.
Publication Type: Proceedings of the Northumbria Conference

Capturing business intelligence required for targeted marketing, demonstrating value, and driving process improvement
Brian L. Cox and Margie Jantti, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 69-78.
Publication Type: Proceedings of the Northumbria Conference

New libraries, new users?
Claire Creaser and Helen Greenwood, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 79-83.
Publication Type: Proceedings of the Northumbria Conference

Illumination & support, or, what do libraries do with all that data?
Claire Creaser, Pat Johnson, and Graham Walton, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 85-893
Publication Type: Proceedings of the Northumbria Conference

Measuring use of licensed electronic resources: a second iteration of the MINES for Libraries® Survey on Scholars Portal and other resources for the Ontario Council of University Libraries
Catherine Davidson, Dana Thomas, Martha Kyrillidou, and Terry Plum, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 91-101.
Publication Type: Proceedings of the Northumbria Conference

Evaluating peer research mentors: a campus collaboration for effective student learning
Annie Donahue, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 103-111.
Publication Type: Proceedings of the Northumbria Conference

It’s their library, not ours: how value comes from a philosophy not a purse
Katherine Everest and Helen Loughran, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 113-117.
Publication Type: Proceedings of the Northumbria Conference

Quality management in special libraries
Golnessa Galyani Moghaddam and Mostafa Moballeghi, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 119-124.
Publication Type: Proceedings of the Northumbria Conference

Do school libraries make a difference?: some considerations on investigating school library impact in the United Kingdom
Lucy Gildersleeves, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 125-132.
Publication Type: Proceedings of the Northumbria Conference

Using lean to teach the technical services value stream: a course proposal
Tamera Hanken, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 133-139.
Publication Type: Proceedings of the Northumbria Conference

An outcome study on the learning programs at the Novartis Knowledge Center (NKC)
Leifang He, Stefanie Ellinghaus and Binu Chaudhuri, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 141-148.
Publication Type: Proceedings of the Northumbria Conference

Technology-based quality evaluation instrument for teaching and learning: UNISA Library Services
J. C. Henning, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 149-154.
Publication Type: Proceedings of the Northumbria Conference

Building and sustaining a community of assessment practice: the role of the library assessment conference
Steve Hiller, Martha Kyrillidou, and Jim Self, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 155-163.
Publication Type: Proceedings of the Northumbria Conference

The value of academic libraries initiative: a briefing, a discussion, and an opportunity for engagement
Lisa Janicke Hinchliffe and Mary Ellen K. Davis, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 165-169.
Publication Type: Proceedings of the Northumbria Conference

Reconfiguring the researcher-librarian relationship: evaluating South Africa’s ‘Library Academy’ experience
Colin Darch and Karin de Jager, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 171-177.
Publication Type: Proceedings of the Northumbria Conference

Quantitative measurement of library services: a reflection of services in the library of higher education commission, Pakistan
Muhammad Javed Iqbal, Sher Muhammad, and Saghir Iqbal, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 179-184.
Publication Type: Proceedings of the Northumbria Conference

Leadership competencies: a reference point for development and evaluation
Margie Jantti and Nick Greenhalgh, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 185-190.
Publication Type: Proceedings of the Northumbria Conference

Applying SROI in the evaluation of the Welsh library strategy
Alison Kennedy and Alyson Tyler, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 191-196.
Publication Type: Proceedings of the Northumbria Conference

What do they want now? Qualitative regrounding of the LibQUAL+® survey
Selena Killick, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 197-200.
Publication Type: Proceedings of the Northumbria Conference

LibQUAL+®: the UK and Irish experience
Selena Killick and J. Stephen Town, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 201-204.
Publication Type: Proceedings of the Northumbria Conference

Regrounding LibQUAL+® for the digital library environment: an analysis of the DigiQUAL data
Martha Kyrillidou, Bruce Thompson, and Colleen Cook, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 205-209.
Publication Type: Proceedings of the Northumbria Conference

Deploying the NUS Service class framework at the NUS Libraries to scale the peaks of service excellence
LEE Cheng Ean, KAN Sok Cheng, and FOO Yan Chuin, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 211-219.
Publication Type: Proceedings of the Northumbria Conference

Subcultures and values in academic libraries – what does ClimateQUAL® research tell us?
Charles Lowry, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 221-227.
Publication Type: Proceedings of the Northumbria Conference

Using basic data visualisation methods to explore LibQUAL® data
Ray Lyons, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 229-241.
Publication Type: Proceedings of the Northumbria Conference

Revitalising strategic planning: introducing the Balanced Scorecard
Alison Mackenzie, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 243-247.
Publication Type: Proceedings of the Northumbria Conference

The use of the ACRLMetrics Service: results of a survey
Joseph R. Matthews, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 249-252.
Publication Type: Proceedings of the Northumbria Conference

Assessing library contributions to university outcomes: the need for individual student level data
Joseph R. Matthews, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 253-261.
Publication Type: Proceedings of the Northumbria Conference

Libraries as learning spaces: exploring how students make use of the physical space in academic libraries
Francine May and Alice Swabey, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 263-270.
Publication Type: Proceedings of the Northumbria Conference

Designing a user and usage database to promote, market, and demonstrate the value of selected statewide databases: the Florida Electronic Library as an example
Charles R. McClure, Lauren H. Mandel, and Lynnsey K. Weissenberger, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 271-276.
Publication Type: Proceedings of the Northumbria Conference

Broadband and libraries and information organisations: measuring levels of broadband access and perceptions of broadband impact and value
Charles R. McClure, Jeff D. Saunders, and Lauren H. Mandel, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 277-283.
Publication Type: Proceedings of the Northumbria Conference

Collaborative assessment: North American academic libraries’ experiences using the Balanced Scorecard to measure performance and show value
Elizabeth Mengel and Vivian Lewis, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 285-290.
Publication Type: Proceedings of the Northumbria Conference

How low budget research can make a high impact
Alexandra Miller and Janet Sylvester, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 291-295.
Publication Type: Proceedings of the Northumbria Conference

The impact of information literacy on the pass rate of first year students: a project at the Cape Peninsula University of Technology
Michiel Moll, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 297-303.
Publication Type: Proceedings of the Northumbria Conference

Determining the value of individual librarians’ work: a case study of the Cape Peninsula University of Technology
Michiel Moll, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 305-312.
Publication Type: Proceedings of the Northumbria Conference

Assessing the impact of provision of books on reading, teaching and learning behaviour in twenty disadvantaged primary schools in South Africa
Mary Nassimbeni and Snoeks Desmond, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 313-318.
Publication Type: Proceedings of the Northumbria Conference

Exploring the cause and effect of library value
Danuta A. Nitecki and Eileen G. Abels, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 319-324.
Publication Type: Proceedings of the Northumbria Conference

Staying on track with Rubric Assessment: five institutions investigate information literacy learning
Megan Oakleaf, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 325-331.
Publication Type: Proceedings of the Northumbria Conference

Standardizing the Assessment Cycle: the development of an assessment rubric for effective project planning and data reporting
Sarah Passonneau and Heather Lewin, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 333-343.
Publication Type: Proceedings of the Northumbria Conference

Can we quantify the library’s influence? Creating an ISO standard for impact assessment
Roswitha Poll, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 345-353.
Publication Type: Proceedings of the Northumbria Conference

The ‘Understanding Library Impacts’ protocol: demonstrating academic library contributions to student learning outcomes in the age of accountability
Derek A. Rodriguez, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 355-365.
Publication Type: Proceedings of the Northumbria Conference

Collection development as a political process: a case from Norway
Jannicke Røgler, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 367-372.
Publication Type: Proceedings of the Northumbria Conference

Evaluating “their” selections – the value of customer ebook purchases
Ellen Safley, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 373-376.
Publication Type: Proceedings of the Northumbria Conference

Two decades of user surveys: the research library as seen through the eyes of its customers
Jim Self and Steve Hiller, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 377-383.
Publication Type: Proceedings of the Northumbria Conference

The Library Impact Data Project: hit, miss or maybe
Graham Stone, Dave Pattern, and Bryony Ramsden, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 385-390.
Publication Type: Proceedings of the Northumbria Conference

Quality assurance improvements in Australian university libraries
Karen Tang, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 391-396.
Publication Type: Proceedings of the Northumbria Conference

Strategy development at the University of Texas Libraries utilising the Balanced Scorecard
Meredith Taylor, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 397-401.
Publication Type: Proceedings of the Northumbria Conference

Simpson’s Paradox as a challenge in library assessment: an example using LibQUAL+™ Long and LibQUAL+™ Lite data
Bruce Thompson and Martha Kyrillidou, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 403-406.
Publication Type: Proceedings of the Northumbria Conference

Plan, implement, review and improve: developing a culture of continuous improvement at the University of Sheffield Library
Heather Thrift and Lynn Sykes, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 407-414.
Publication Type: Proceedings of the Northumbria Conference

Developing a values scorecard
Stephen Town and Martha Kyriliidou, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 415-422.
Publication Type: Proceedings of the Northumbria Conference

Development and implementation of a comprehensive authority control performance measurement system
Louette Visser, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 423-429.
Publication Type: Proceedings of the Northumbria Conference

Competing values: a preliminary report of a multistage examination of library administrators’ perceptions of competitive behaviours
Larry Nash White, in Proceedings of the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Ian Hall, Stephen Thornton, and Stephen Town, eds. York, England, August 22-26, 2011 (York, UK: University of York, 2012): 431-436.
Publication Type: Proceedings of the Northumbria Conference

Proceedings of the 4th Northumbria International Conference on Performance Measurement in Libraries and Information Services
Joan Stein, Martha Kyrillidou, and Denise Davis, eds. Pittsburgh, Pennsylvania, August 12-16, 2001 (Washington, DC: Association of Research Libraries, 2002).
Publication Type: Proceedings of the Northumbria Conference

Cost/benefit comparison of print and electronic journals in a university library: a progess report
Jennifer Sweeney, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Made to measure: developing client-oriented statistics
Claire Creaser and J. Eric Davies, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

The Academic Quality Improvement Project (AQIP) and accredidation: When assessment is not optional
Jeffrey Gatten, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

"BIX: the library index": A benchmarking project for German libraries
Petra Klug, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

A new look at service level agreements
Stephen Thornton and Chrissie Stewart, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001
Publication Type: Proceedings of the Northumbria Conference

Academic Research Library Support of Sponsored Research in the United States
Brinley Franklin, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Activity-based costing as a performance tool for library and information technology services
Trevor Gerdsen, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Assessment of academic libraries in Andalusia (southern Spain): an EFQM-compliance guide
Miguel Barrionuevo and Aurora Perez, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Changes in usage, usability, and user support
Denise Troll, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Culture of assessment as a catalyst for organizational culture change in libraries
Amos Lakos, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Developing meaningful measures for electronic reference services: New technology, old questions
Eric Novotny, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Developing national data collection methods for US public library network statistics and performance measures: findings, issues, and recommendations
John Carlo Bertot and Charles McClure, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Developing outcome-based indicators: Resource's learning and access standard
Gina Lane, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Developing performance measurement and quality evaluation in Estonian research libraries: Survey of current situtation
Anu Nuut, Aira Lepik, and Toomas Liivamägi, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Developing service quality measurement skills through an online course for librarians
Danuta Nitecki, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Dimensions of leadership and service quality: the human aspect in performance measurement
Niels O. Pors, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Electronic services and library performance measurement: A definitional challenge
Peter Young, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

E-Metrics: measures for electronic resources
Rush Miller, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Facilitating scholarly communication: cost and benefit of a digital university press
Anna Maria Tammaro, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Getting Statistics We Can Use
Judy Luther, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Impacts and Outcomes: searching for the most elusive indicators of academic library performance
Karin de Jager, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Information policy-based indicators to assess US federal websites: Methods and issues
Charles McClure, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

L'appetit vient en comparant: the Swiss Benchmarking Project
Ulrich Niederer, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Library web user survey - designing online user access
Carole George, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Meaningful measures for individuals' realities: evidence from the JUBILEE Project
Linda Banwell and Pat Gannon-Leary, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Measuring performance within the bidding culture
Kathryn Ray, Graham Coulson, and Dr. Ken Harrop, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Our Client's Voice: Surveying Users of Electronic Library Services by Telephone
Sebastian Mundt, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Performance Indicators for the ISTAR Project
David Fuegi and Robert Davies, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Performance measures for Twenty-First Century libraries
Peter Brophy, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Preliminary statistics and measures for ARL libraries to describe electronic resources and services
Wonsik "Jeff" Shim, Charles McClure, and John Carlo Bertot, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Recent Developments to the national framework to evaluate public library performance in the UK
David Fuegi, Martin Jennings, and Phillip Ramsdale, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Revising a standard in times of constant change: the NISO library statistics and performance measurement forum
Patricia Harris and Denise Davis, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Scaling for the LibQUAL+™ instrument: A comparison of desired, perceived, and minimum expectation responses versus perceived only
Colleen Cook and Bruce Thompson, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Service quality in cataloging: the experience of the University of Kansas Libraries
George Gibbs, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Setting Standards for Service Quality
Rowena Cullen, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Strategic uses of evaluation and performance measurement
Geoffry Ford, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Technology - Pied Piper or playground bully? Or, creating meaningful measures using emerging technologies: Separating the reality from the myths
Christine Koontz, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

The Association of Research Libraries Statistics and Measurement Program: From Descriptive Data to Performance Measures
Julia Blixrud, Paper, The 67th IFLA Council and General Conference, August 16-25, 2001 and the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

The attributes of information as an asset, its measurement and role in enhancing organizational effectiveness
Joan Stenson, Charles Oppenheim, and Richard Wilson, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

The forging of consensus: a methodological approach to service quality assessment
Colleen Cook, Fred Heath, Martha Kyrillidou, and Duane Webster, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

The Libecon Project: Library statistics for international benchmarking and advocacy
David Fuegi, Phillip Ramsdale, and John Sumsion, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

User-framed library services at Arizona State University West
Marilyn Myers, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

Welfare or wisdom: performance measurement of information skills education
Stephen Town, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference

A decade of user surveys: utilizing and assessing a standard assessment tool to measure library performance at the University of Virginia and the University of Washington
Jim Self and Steve Hiller, Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.
Publication Type: Proceedings of the Northumbria Conference