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Valuing Ourselves and Our Work in the Information Age : 

Valuing Ourselves and Our Work in the Information Age Joanne Gard Marshall Dean and Professor University of North Carolina at Chapel Hill [email protected]

Challenges of gathering evidence : 

Challenges of gathering evidence Defining our terms Measuring abstract concepts Creating a culture of evidence-based practice

Defining our own value proposition : 

Defining our own value proposition Traditional financial models Measuring intangibles

Components of our own value proposition : 

Components of our own value proposition the information user the processes used to provide info access research and discovery technology as a tool the human and financial resources required

Slide 5: 

Figure 1. Integrated Resources for Value Creation

Measures that matter(Ernst & Young, 1997) : 

Measures that matter(Ernst & Young, 1997) Credibility Quality of product and processes Innovation Research leadership Brand identity Market share Ability to attract and retain employees

Requirements for measuring intangibles(SLA, Portugal 2000) : 

Requirements for measuring intangibles(SLA, Portugal 2000) User focus Process focus Renewal and development focus Human resources focus Financial focus

Possible measures : 

Possible measures Standards Inputs Outputs Customer satisfaction Outcomes

Sample reference output measures(Van House and others) : 

Sample reference output measures(Van House and others) ratio of reference transactions to attendance reference transactions per circulation online searches per year professional FTE per person in user population

Principles of benchmarking : 

Principles of benchmarking client focused service based demonstrate value added by library staff reflect expanded roles easily compared across different settings easily and accurately counted open to change as required

SERVQUAL variables : 

SERVQUAL variables Tangibles Reliability Responsiveness Assurance Empathy

Examples of measuring library impact : 

Examples of measuring library impact

The McMaster clinical librarian program : 

The McMaster clinical librarian program Frequency of library use Ease of obtaining information Extent to which info needs met Use of library for pt care Value placed on the library

The Rochester study : 

The Rochester study Diagnosis Choice of tests Choice of treatment Reduced length of stay Avoidance of adverse events

The long-term care study : 

The long-term care study Improved pain management Choice of rehab Site of care Level of care Quality of life (pt and family)

The corporate study : 

The corporate study Ability to proceed Make a decision Create new opportunity Save time Save money

The government study : 

The government study Meet a deadline Deal with an emergency Improve a policy, procedure or plan Lessen conflict Save time and resources

What has been learned : 

What has been learned Use a variety of measures Understand the user Understand the goals of the organization Understand how information is used Include outcomes measurement

Types of value : 

Types of value Social value Personal value Organizational value

Slide 20: 

Personal value The greatest enabler of all

Slide 21: 

Stress Model

Hardy Personality Characteristics : 

Hardy Personality Characteristics see change as a challenge build commitment to goals be persistent be flexible look for the big picture

Hardy Personality Characteristics : 

Hardy Personality Characteristics keep things in perspective think positively find joy in small things one step at a time laugh a lot

References : 

References Association of Research Libraries. Symposium on measuring service quality. Oct 20-21, 2000. http://www.arl.org/stats/newmeas/msqsymp.html Marshall, Joanne G., Inglis, Judy, co-chairs. Benchmarking tool kit. Toronto: Canadian Health Libraries Association/Association de bibliotheques de la sante du Canada, 1998. Marshall, Joanne G. Determining our worth, communicating our value. Library Journal 125(19): 28-30, Nov 15, 2000. Marshall, Joanne G. The impact of hospital libraries on clinical decision- making: the Rochester study. Bulletin of the Medical Library Association 80(2): 169-78, 1992. Marshall, Joanne G. The impact of the special library on corporate decision-making. Washington, DC: Special Libraries Association, 1993.

References (contd.) : 

References (contd.) Marshall, Joanne G. Health Canada libraries: past, present and future. In Orna, Elizabeth. Practical information policies. Aldershot: Gower, 1999: 251-65. Measures that matter. Ernst & Young, 1997. http://www.cbi.cgey.com/pub/docs/Measures_That_Matter.pdf Portugal, Frank H. Valuating information intangibles. Washington, DC: Special Libraries Association, 2000. Stewart, Thomas A. Intellectual capital: the new wealth of organizations. New York: Doubleday, 1997.

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