Philip Calvert

It's a mystery

Purpose – To explore and evaluate the evidence about the effectiveness of “mystery shopping” as a technique for service evaluation in the public library system of one country.Design/methodology/approach – A critical summary and review of the literature in this field. Interviews with public librarians in New Zealand who have used mystery shopping.Findings – Demonstrates that there were three major reasons for using this method of customer service evaluation in the libraries under consideration: improving process, improving staff behaviours, and benchmarking with similar organisations. In practice, objectives were mixed, with some data being used for process improvement, and other elements of the mystery shopping used to assess library staff performance. Staff reactions were initially negative, but changed after they saw that the assessment was positive.Research limitations/implications – This examination of a particular form of service evaluation shows that it offers a narrow, very specific description of ...

Stakeholder Perceptions of University Library Effectiveness.

Abstract This research in New Zealand, based on the multiple constituencies model, identified key performance indicators in university libraries as perceived by six separate stakeholder groups. Ranked lists and correlations between the lists show similarities, but also confirm that stakeholder groups have different perspectives on library effectiveness.

Telephone survey research for library managers

Purpose – To explore and evaluate the evidence about the value of using telephone surveys, especially in market research for a library.Design/methodology/approach – A critical summary and review of the literature in this field.Findings – This paper demonstrates that there are five major reasons for using this method of surveying customer preferences: response rates are higher; data can be analysed sooner; the cost of surveys is lower than alternative methods; calls can be monitored for quality; and the telephone offers the benefits of spontaneity.Practical implications – The paper contains extensive information on “best practice” of telephone surveying including designing the questionnaire and conducting the interview. There is information on getting a representative sample, plus coping with “no answers”, unlisted numbers and answering machines.Originality/value – Library managers with a commitment to using innovative techniques for market research will find telephone surveys offer a useful and cheap alte...

Further dimensions of public library effectiveness II: The second stage of the New Zealand study

Abstract The second stage of a New Zealand study into public library effectiveness had as its major objective the identification of broad dimensions of public library performance for which key measures can be established. A virtual census of all New Zealand public library staff asked them to rate the performance of their libraries on 95 indicators of performance collected from the literature. Librarians rated their librarys performance highest on service indicators and lowest on relations with local body Councillors. Factor analysis was used to derive 13 dimensions of effectiveness. The indicators ranked highest by stakeholders in a prior survey of preferences are spread across 9 of the dimensions. The dimensions fit four different models of organizational effectiveness. Some of the New Zealand dimensions parallel those identified in a U.S. study.

A Different Time, A Different Country: An Instrument for Measuring Service Quality in Singapore's Polytechnic Libraries.

Abstract An instrument for measuring service quality was developed in Singapores polytechnic libraries, based on previous work done in New Zealand. Focus groups of academic librarians reported on their understanding of service quality. Contrasts between the two instruments are examined. The time lapse between the projects accounts for some variation.

New Zealand University libraries effectivenss project: Dimensions and concepts of organizational effectiveness

The two stages of the New Zealand University Libraries Effectiveness Study explore Camerons models of organizational effectiveness. In the second stage (reported here) the objective was to identify dimensions of effectiveness in New Zealand university libraries, and to examine parallels with dimensions of effectiveness revealed in a similar study of New Zealand public libraries. All library staff in all New Zealand university libraries were asked to rate their librarys performance against 99 indicators of effectiveness. They rated performance highest in areas where library staff performance was under question, lowest where resource inputs and organizational support affected library performance. Factor analysis was used to derive 13 dimensions of performance. Six of the dimensions closely paralleled dimensions revealed in the New Zealand Pubic Libraries Effectiveness Study. The 13 dimensions were seen to reflect four models of organizational effectiveness, and to provide parallels with some U.S. studies.

Narratives and stories that capture the library’s worth

Purpose – The purpose of this paper is to report the results of a study exploring New Zealand library managers’ views on the purpose, outcomes and approaches to measuring library economic value and social impact. Design/methodology/approach – Semi-structured interviews with library managers drawn from a purposive sample were undertaken in four main centres in New Zealand. Findings – Analysis of the interviews suggest that library managers do not feel under immediate direct pressure to provide evidence of the value and impact of their services but feel that it is important to have data available if required. There was some scepticism about the validity of quantitative data collected and some uncertainty about how to interpret and communicate it for the best outcome for the service. Strong support for qualitative “stories” or narratives was a feature of the interviews. Research limitations/implications – This was a small scale study, limited to just four centres in the North Island of New Zealand. Practical...

‘So what made you decide to become a school librarian?’ Reasons people currently working in New Zealand school libraries give for their choice of employment

It is an exciting time to be a school librarian, but there are concerns about possible shortages in the profession in the not too far distant future, as the ‘baby-boomer’ generation currently working in schools approaches retirement. In order to attract and retain suitably qualified new recruits to the profession, this study examines the reasons why people choose this area of librarianship. Using Herzberg’s motivation theory in the world of work as a framework, nine librarians currently employed in secondary schools were interviewed about their reasons for choosing school librarianship as a profession. This qualitative study concludes that for most women school librarianship is a conscious lifestyle choice, as the availability of flexible hours offers superior work/life balance. Other factors are the environment, plus the people, and the job itself which offers autonomy, variety, and immensely satisfying work. The two major sources of dissatisfaction are pay and conditions of employment.

Is Isolation a Problem? Issues Faced by Rural Libraries and Rural Library Staff in South Australia.

The aim of this research was to investigate current issues faced by public library staff in rural South Australia and to examine some of the reasons why people choose to work in rural libraries. The study took a mixed methods approach, combining interviews and questionnaires to gain a fuller understanding of the issues and experiences of rural librarians. The findings show that rural library staff in South Australia are a dedicated group of individuals who are motivated by personal interactions with their communities. Constraints imposed by distance, travelling times and geographic isolation concerned many staff - especially the difficulty of finding professional development opportunities, with travel to Adelaide for workshops the most commonly stated barrier.

Libraries selling withdrawn books on TradeMe

Purpose – Some public libraries have experimented with selling withdrawn books via online auction sites, but there has been little exchange of information about the benefits of this and whether it is a practice other libraries could follow. This paper aims to address this issue.Design/methodology/approach – Original data are collected through interviews with six practitioners.Findings – All libraries were using TradeMe for opportunistic reasons. They had withdrawn books to sell and hoped that a national market would realise better prices than in‐house sales. Although prices were usually better, not all books sold and the staff costs were often higher than the revenues brought in.Research limitations/implications – The research is limited to six public libraries in New Zealand.Practical implications – Library managers learn from experience that they can generate some revenue by selling withdrawn books through online auction sites, but only if staff costs are kept down. Partnerships with dealers or interest...