Competency N

Evaluate programs and services using measurable criteria

Statement of Competency

"Bad libraries build collections, good libraries build services, great libraries build communities."

R. David Lankes

Introduction

Librarians must assess the programs and services they provide, in order to evaluate whether they are meeting their expected goals. The criteria they judge their effectiveness should be realistic yet rigorous. It is not enough to do the bare minimum and call it a day. Libraries have experienced harsh budget cuts since the 2008 Great Recession and some even faced closure. The Covid-19 Pandemic has been another major setback for libraries as well. Through evaluation, librarians can address what works, what does not, then making necessary adjustments and revisions. The purpose is to improve outcomes, goals, and objectives. Libraries can share data on improved performance to stakeholders and advocate for more funding and support. However, the real test is if the public’s opinion of the library improved. If it did not, then there will need to be another more focused inspection as to why people’s opinions of the library did not improve after adjustments to service were made.

Evaluate Programs

Reference and User Services Association (2007) states that “to determine levels of service effectiveness, costs, benefits, and quality, data must be judged in light of specific library goals, objectives, missions, and standards. A variety of measures such as quality or success analysis, unobtrusive, obtrusive or mixed observation methods, and cost and benefit analysis provide invaluable information about staff performance, skill, knowledge, and accuracy, as well as overall program effectiveness” (para. 18). Program evaluation could mean conducting surveys (either print, online, or both), observing patron reactions throughout the program (direct or indirect), organizing focus groups, or interviews with participants one on one. Once data is collected, it needs to be analyzed and findings must be formally written down. After these steps are taken, librarians will have a better understanding of the success of their programs.

Evaluate Services

The steps for evaluating services are similar to that of evaluating programs with a few caveats. For instance, it can be more difficult to assess one-time interactions with patrons at the reference desk. The patron may not have the time to devote to filling out a survey or answering interview questions about the service. Although, one method that is advantageous is online surveys that may be taken at a later time and in a different place if needed. So the onus is on librarians to study how well their services are meeting expected goals, outcomes, and objectives. There are a few different ways to go about this task. Statistical data can be collected for the number of patrons that used reference services; used computers and other technology; visited the library; visited the library’s website; and utilized subscription services to databases, e-journals, or streaming services, etc. However, this data does not hold much value on its own. Context needs to be provided to understand what the data means for the library. Did foot traffic in and out of the library increase or decrease? When did it happen? Does the library need to adjust its hours to suit this pattern of visitation?

Another method in evaluating services used is the records of patron transactions. Did the patron seem satisfied with the service they received? What emotions did they display during their visit? Does the librarian think it is likely that they will return for services in the future? Obviously, these questions are subjective to the librarian’s opinions, biases, and ability to judge such interactions. Additionally, human error should be considered when analyzing the results of such evaluations. For instance, did the librarian actually record any information? Did they do so completely? Did they forget or get too busy to make notations? Also, how uniform is the evaluation tool? Is the library relying on librarians to make up their own criteria for measurement or are they accountable for a set standard of questions? These factors are important to iron out before implementing the evaluation requirements and adjust based on librarian and patron feedback. Evaluation is an ongoing endeavor that needs to be cultivated and customized to suit the needs of the library.

Evidence

Conclusion

Evaluation of library programs and services is an essential part of librarianship. The purpose of this is to build strong relationships with people in the community. In order to do that we have to make sure that we are providing programs and services that our patrons want. It is not enough to just get bodies in seats for these events. We want enthusiastic engagement that meets a learning outcome or cultural fulfillment for people.

References

Reference and User Services Association. (2007, December 11). Measuring and assessing reference services and resources: A guide. American Library Association. Retrieved April 18, 2021, from http://www.ala.org/rusa/sections/rss/rsssection/rsscomm/evaluationofref/measrefguide