Reviewing a programme of evaluation in an academic library: the case of Glasgow Caledonian University

Glasgow Caledonian University Library has a culture of evaluation dating back to the mid‐1990s. The article examines the qualitative research methodologies which have been used, the issues that have arisen and details the management response. Thus it demonstrates how performance measurement is an essential part of the quality management and the continuous improvement of the university library and is an essential tool in planning the future service.