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The Finna service: meeting the new measurement challenges in libraries
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PurposeIn the transformed information environment, the impact and value of the services are not adequately shown using the traditional library metrics. It needs to be supplemented with user-centered ways of measurement. The paper aims to discuss these issues.Design/methodology/approachThe paper is a case study of the new Finna service and the measurement challenges it presents.FindingsThe standards guiding the measurement and evaluation of libraries cannot offer a “cook-book” for the organizations to follow. The paper suggests that as a one possible response to this, the Net Promoter Score can be used as one indicator in measuring the impact of new services.Research limitations/implicationsThe findings of the paper are preliminary, because so far there is not a wide experience of the use of NPS in libraries. This calls for further study. The results are encouraging, but more testing is needed with different services.Originality/valueNPS has not been widely used in libraries before.
Title: The Finna service: meeting the new measurement challenges in libraries
Description:
PurposeIn the transformed information environment, the impact and value of the services are not adequately shown using the traditional library metrics.
It needs to be supplemented with user-centered ways of measurement.
The paper aims to discuss these issues.
Design/methodology/approachThe paper is a case study of the new Finna service and the measurement challenges it presents.
FindingsThe standards guiding the measurement and evaluation of libraries cannot offer a “cook-book” for the organizations to follow.
The paper suggests that as a one possible response to this, the Net Promoter Score can be used as one indicator in measuring the impact of new services.
Research limitations/implicationsThe findings of the paper are preliminary, because so far there is not a wide experience of the use of NPS in libraries.
This calls for further study.
The results are encouraging, but more testing is needed with different services.
Originality/valueNPS has not been widely used in libraries before.
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