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The library as an information utility in the university context: Evolution and measurement of service

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  • P. B. Kantor

Abstract

We examine the problem of measuring library performance objectively, with particular attention to the service rendered to the users of the library. We also consider that the context in which the library operates may modify the performance goals, both properly and improperly. We selected an aggregate measure of performance, the Total Contact Time per Potential User. This is mathematically decomposed into eight parameters which are independently meaningful, measurable and manipulatable. They provide a multi‐dimensional picture of the corresponding aspects of library performance. We present a detailed algorithm for the determination of four of these from a frustration study and sketch the significance and possible measurement techniques for the others. Some values of the four performance parameters related to frustration or availability are reported and their significance for a user oriented cost‐benefit analysis is discussed briefly.

Suggested Citation

  • P. B. Kantor, 1976. "The library as an information utility in the university context: Evolution and measurement of service," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 27(2), pages 100-112, March.
    • Handle: RePEc:bla:jamest:v:27:y:1976:i:2:p:100-112
    DOI: 10.1002/asi.4630270205
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