... to be developed and tested. New topics are often introduced from outside, following political trends and themes, such as cost-efficiency or support for special user groups. An important input came from other standards with quality indicators, especially ISO 21246 for museums and ISO 21248 for national libraries...

...Clare Edwards; Dominic Gilroy Purpose This paper aims to demonstrate the approach taken in delivering the quality and impact elements of Knowledge for Healthcare, the strategic development framework for National Health Service (NHS) library and knowledge services in England. It examines the work...

...Roswitha Poll Purpose The purpose of this paper is to define quality criteria for museum work and try to identify indicators for assessing such quality, using the well-known quality indicators for libraries as basis of comparison. Design/methodology/approach In 2016, the first international...

...J. Stephen Town; Kay Grieves; Michelle Halpin Purpose – The purpose of this paper is to share the ways in which University Library Services Sunderland, created and embedded a quality model, to engender service-culture change, ensure engagement with and best use of library services and capture...

... service. The university library had been using the LibQUAL+ survey tool for its user surveys since 2004. LibQUAL+ is a suite of services that libraries use to solicit, track, understand and act upon users’ opinions of service quality, based upon the SERVQual framework (ARL, 2013). Using a standard tool...

... and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive. Originality/value This paper provides a systematic evaluation of the role...

... decision support systems Libraries Information services Quality There is an abundance of evidence, including a growing body of literature, regarding the dynamic environment of change facing libraries, archives and museums. Not that long ago, our patrons were satisfied with viewing web‐based...

...Roswitha Poll Purpose The purpose of this paper is to present the new edition of the IFLA handbook Measuring Quality that since its publication in 1996 has influenced performance measurement in many countries. Design/methodology/approach The approach used is to acquaint librarians...

... 31, 2007 (Ministry of Science, Education and Sports, 2005). During this period institutions of higher education that are not part of the University will be strengthened. With the Bologna Process quality and quality‐related issues become a “hot topic” in Croatian higher education. For the first...

... benefit to library and information services. Design/methodology/approach The study investigated the long‐term effects of a benchmarking exercise on the quality level of three UK academic libraries. However, an appropriate framework for assessing the quality level of libraries is not present...

... retrieval tool means that they might miss quality online resources to support their academic work. Design/methodology/approach With key factors about user behaviour and service provision in mind, to conduct a small study to see what students are actually presented with when they search for online...