Biblioteca Complutense

¿Qué es?


el benchmarking es un proceso de evaluación continuo y sistemático; mediante el cual se analizan y comparan permanentemente los procesos  de una organización frente a las mejores prácticas de las organizaciones líderes, a fin de obtener información que pueda ayudar a la organización aprender, adaptar y mejorar su rendimiento.




     1.     "eEurope 2005: Benchmarking Indicators".  Coloquio Internacional de Ciencias de la Documentación, Vol. 5, 2004 .

Descriptores: Europa/Sociedad de la información/Indicadores/Benchmarking

Resumen: In May 2002, the Commission presented the eEurope 2005 Action Plan in view of the Seville European Council. This set out policy actions for both European Institutions and Member States to accelerate the development of the Information Society in Europe. In order to monitor progress of the Action Plan, it contained proposals for a benchmarking exercise based on a set of indicators which would be proposed by the Commission and endorsed by the Council. This Communication presents the Commission’s proposals for eEurope 2005 benchmarking indicators in preparation of the Telecommunications Council of 5 December 2002. The Commission invites the Council to endorse the list of indicators.


     2.    Al-Qallaf, C.,  "Citation Patterns in the Kuwaiti Journal Medical Principles and Practice: the First 12 Years, 1989-2000".  Scientometrics, Vol. 56, No. 3, 2003. http://www.ingentaconnect.com/content/klu/scie/2003/00000056/00000003/05116305

Descriptores: Gestores de referencias/ProCite/Patentes

Resumen: This study investigates the citation patterns in the journal, Medical Principles and Practice from its inception in 1989 through 2000 (volumes 1-9). The data set includes 4740 references appended to the 221 original research articles. All of the citations were entered into a ProCite database for analysis. Specifically, this study addresses: (1) bibliometric patterns of cited works in terms of publication format, subject scatter, authorship characteristics, age of citations, geographic distribution, and language distribution; (2) productivity of journal titles; (3) the role of self-citation; and (4) how selected bibliometric indicators apply. Some of the findings include: journal articles are most frequently cited; English language publications dominate the literature; there is a trend of multiple authorship; and the pattern of aging is below the norm for medical literature. The results of the study can provide a benchmark to measure the user behavior of a particular group of researchers as well as for the provision of collection development and management decisions.


     3.    Alonso Arévalo, J. and Martín Cerro, S.,  "Benchmarking : una herramienta para gestionar la excelencia aplicada a las bibliotecas ".  Jornadas de Bibliotecas Universitarias de Castilla y León, Vol. 3, 2000. http://www.ubu.es/biblioteca/bucle/5.htm

Descriptores: Benchmarking/Bibliotecas/Servicios de Información/Gestión de calidad/Norma ISO 11620/Indicadores/Evaluación

Resumen: Dentro del marco de la gestión de la calidad, una organización puede recurrir a diversas herramientas metodológicas con el fin de conseguir los mejores resultados en función de sus condiciones de competitividad. Una de ellas es el benchmarking, que persigue la identificación de las mejores prácticas en otras organizaciones, con el objetivo de aprehenderlas y mejorar el rendimiento de un proceso o función determinada. Se define el concepto de benchmarking, en qué consiste y sus distintas modalidades. Se analizan las características y posibilidades de su aplicación en bibliotecas y unidades de información, y se incluye un modelo para su utilización en el contexto bibliotecario, así como estudios llevados a cabo en este sector.


     4.    Arenas Franco, M. L., Covarrubias Escobar, V. G., and Anania Garib, G. A.,  "Estudio comparativo entre bibliotecas universitarias latinoamericanas y estadounidenses ".  Revista española de documentación científica, Vol. 25, No. 2, 2002. http://www.puc.cl/sibuc/html/estudio.PDF

Descriptores: Bibliotecas universitarias/Latinoamérica/Estados Unidos/Evaluación

Resumen: Se presentan los primeros resultrados de un estudio comparativo (benchmarking) iniciado por el Sistema de Bibliotecas de la Pontificia Universidad Católica de Chile (SIBUC) en conjunto con el Departamento de Ingeniería Industrial y de Sistemas de esta misma universidad. Su objetivo es el establecimiento de índices para bibliotecas universitarias, que les per- mitan a través del tiempo compararse e identificar su posición relativa respecto a otras instituciones pares o líderes en el ámbito nacional, latinoamericano e internacional. Para ello, se contó con la colaboración en Chile de cuatro de sus principales universidades, en Latinoamérica de dos uni- versidades de prestigio, y de Estados Unidos se obtuvo a través de internet de diez universidades incluidas en ranking establecido por la US News.


     5.    Avia, A., García-Morales, E., Jiménez, M., and Pérez, J.,  "Estudio comparativo de la calidad de las bibliotecas universitarias españolas".  Revista española de documentación científica, Vol. 27, No. 2, 2004.

Descriptores: Bibliotecas universitarias/Evaluación/Calidad/Medición/Indicadores/España/Benchmarking

Resumen: En el presente artículo se resumen los principales resultados derivados de un proyecto de investigación llevado a cabo por un equipo interdisciplinar que ha desarrollado una metodología novedosa para realizar análisis comparativos de la calidad entre redes bibliotecarias. Partiendo de los datos estadísticos de la Red de Bibliotecas Universitarias Española (REBIUN) se han creado un conjunto de indicadores que posteriormente se sintetizan en tres factores claves de calidad. Ello ha permitido analizar la evolución del conjunto de las bibliotecas universitarias españolas identificando las principales relaciones entre los distintos factores de calidad y estableciendo un procedimiento homogéneo para la realización de procesos de benchmarking orientados a la mejora de la calidad.


     6.    Balke, W.-T., Güntzer, U., and Kießling, W.,  "Applications of Quick-Combine for Ranked Query Models".  DELOS Network of Excellence Workshop , No. 1, 2000. http://www.ercim.org/publication/ws-proceedings/DelNoe01/8_Balke.pdf

Descriptores: Bibliotecas digitales/Recuperación de la información/Preguntas de referencia

Resumen: In digital libraries queries are often based on the similarity of objects, using several feature attributes like colors, texture or full-text searches. Such multi-feature queries return a ranked result set instead of exact matches. Recently we presented a new algorithm called Quick-Combine for combining multi-feature result lists, guaranteeing the correct retrieval of the k top-ranked results. As benchmarks on practical data promise that we can dramatically improve performance, we want to discuss interesting applications of Quick-Combine in different areas. The applications for the optimization in ranked query models are manifold. Generally speaking we believe that all kinds of federated searches can be supported like e.g. content-based retrieval, knowledge management systems or multi-classifier combination.


     7.    Banwell, L., Ray, K., Coulson, G., Urquhart, C., Lonsdale, R., and Armstrong, C.,  "The JISC User Behaviour Monitoring and Evaluation Framework ".  Journal of Documentation, Vol. 60, No. 2, 2004. http://konstanza.emeraldinsight.com/vl=9430141/cl=98/nw=1/fm=docpdf/rpsv/cw/mcb/00220418/v60n3/s5/p302

Descriptores: Evaluación/Conducta/Estudio de usuarios

Resumen: Describes key aspects of the methodology and outcomes of the JISC User Behaviour Monitoring and Evaluation Framework in its first three annual cycles (1999-2002). The Framework was initiated to assure the JISC that their investment in digital content and network infrastructure facilitates use and learning, and to identify barriers and facilitators to the use of electronic information services (EIS). Key Framework outcomes are: a multi-dimensional across sector methodology for the continued monitoring of user behaviour in respect of EIS and the factors that impact on that behaviour; a profile of user behaviour in respect of EIS over the three annual cycles of the Framework; the EIS Diagnostic Toolkit that can be used to benchmark development in the provision and use of EIS in specific disciplines or at specific institutions; a methodology for monitoring, and a profile of the EIS resources available to higher and further education users; and a summary of some of the key issues in their provision. The challenge for the future is the embedding of EIS in curricula and learning experiences.


     8.    Banwell, L., Ray, K., Coulson, G., Urquhart, C., Lonsdale, R., Armstrong, C., Thomas, R., Spink, S., Yeoman, A., Fenton, R., and Rowley, J.,  "The JISC User Behaviour Monitoring and Evaluation Framework".  Journal of Documentation, Vol. 60, No. 3, 2004. http://ariel.emeraldinsight.com/vl=8380945/cl=80/nw=1/fm=docpdf/rpsv/cw/mcb/00220418/v60n3/s5/p302

Descriptores: Bibliotecas digitales/Investigación/Información electrónica

Resumen: Describes key aspects of the methodology and outcomes of the JISC User Behaviour Monitoring and Evaluation Framework in its first three annual cycles (1999-2002). The Framework was initiated to assure the JISC that their investment in digital content and network infrastructure facilitates use and learning, and to identify barriers and facilitators to the use of electronic information services (EIS). Key Framework outcomes are: a multi-dimensional across sector methodology for the continued monitoring of user behaviour in respect of EIS and the factors that impact on that behaviour; a profile of user behaviour in respect of EIS over the three annual cycles of the Framework; the EIS Diagnostic Toolkit that can be used to benchmark development in the provision and use of EIS in specific disciplines or at specific institutions; a methodology for monitoring, and a profile of the EIS resources available to higher and further education users; and a summary of some of the key issues in their provision. The challenge for the future is the embedding of EIS in curricula and learning experiences.


     9.    Benedon, W.,  "Standards: Adding Value to RIM Programs ".  ARMA International Anual Conference, Vol. 47, 2002.

Descriptores: Normas/Gestión de documentos/Documentos administrativos

Resumen: Since the first introduction of records management as a means of reducing administrative costs and increasing efficiencies in the handling and processing of information, convincing management of its need has been a matter of continuing concern to practitioners in the field. Benchmark studies, case study presentations, and magazine articles have been used a basis for convincing the top-level organizational authorities that implementing a RIM program has many operational and competitive advantages. The recent ARMA funded study by William Saffady,” Records and Information Management: A Benchmarking Study of Large U. S. Industrial Companies” is a very noteworthy attempt to support program implementation. But more important is the need to have a “best practices” approach through
standards.


   10.    Blixrud, J. C.,  "The Association of Research Libraries Statistics and Measurement Program: From Descriptive Data to Performance Measures".  IFLA Council and General Conference, No. 67, 2001. http://www.ifla.org/IV/ifla67/papers/034-135e.pdf

Descriptores: Estadísticas/Evaluación/Bibliotecas de investigación

Resumen:  The Association of Research Libraries (ARL) has collected descriptive data from its members for the better part of the 20 th century. As the libraries’ environments change to one of increased interest in accountability and institutional outcomes, an ARL New Measures Initiative has been established to develop different and innovative ways for libraries to describe their contributions to their institutions. These new measures will assist libraries to move away from data that just describe a library’s inputs and outputs to data and programs that can help libraries measure their performance over time both to benchmark with peers and to improve their own operations.


   11.    Bonn, M.,  "Benchmarking Conversion Costs: A Report from the Making of America IV Project".  RLG DigiNews , Vol. 5, No. 5, 2001. http://www.rlg.org/preserv/diginews/diginews5-5.html#feature2

Descriptores: Benchmarking/Costes /Bibliotecas digitales/Bibliotecas universitarias

Resumen: From February 1999 to February 2001, the University of Michigan University Library engaged in a large-scale digitization project entitled 'The Making of America IV: The American Voice, 1850-1877,' commonly known as MoA4. MoA4 extends and tests the methods used in the original Making of America project, a collaborative endeavor between the University of Michigan and Cornell University, funded by the Mellon Foundation­referred to as MoA1(1). Moa4 increased the content of the Making of America by almost 500%. The project, also funded by The Andrew W. Mellon Foundation, was undertaken to answer the question: what are the costs and methods of using digital technologies for preserving and deploying monographic materials? The Mellon Foundation welcomed the creation of this digital content, but its primary interest was the accompanying documentation of costs and methods. This article is one venue for sharing some of that information; costs and methods are fully documented in Assessing the Costs of Conversion.


   12.    Bowker, L.,  "Towards a Methodology for a Corpus-Based Approach to Translation Evaluation".  Meta, Vol. 46, No. 2, 2001. http://www.erudit.org/revue/meta/2001/v46/n2/002135ar.pdf

Descriptores: Traducción/Evaluación /Calidad /Metodología

Resumen: Translation evaluation is undoubtedly one of the most difficult tasks facing a translator trainer. It is unlikely that there will ever be a ready-made formula that will transform this task into a simple one; however, this article suggests that the task can be made some what easier by using a specially designed Evaluation Corpus that can act as a benchmark against which translator trainers can compare student translations.


   13.    Bundy, A. and Amey, L.,  "Libraries Like No Others: Evaluating the Performance and Progress of Joint Use Libraries".  Library Trends, Vol. 54, No. 4, 2006 .

Descriptores: Bibliotecas/Evaluación

Resumen: The published and research literature on joint use libraries relates mostly to school community libraries, which are normally combinations of high school and public libraries. That literature often still emphasizes the susceptibility of joint use libraries to dysfunctionality or even failures, although the record of successful combinations is improving because of informed planning and consideration of the requirements for success. Evaluation of joint use library performance and progress is one requirement that is still given little attention in planning and formal agreements. The uniqueness of most joint use libraries also militates against general evaluation criteria and benchmarking. Difficulties in a joint use library, therefore, tend to be unrecognized by its institutional partners until there is a crisis. Continuous self-evaluation and a commitment to transparent periodic external evaluation will minimize these difficulties and foster joint use library synergies. A joint use library evaluation methodology is outlined. The methodology is focused on internal ongoing formative evaluation using critical success factors. This should be complemented by external five-to-seven-year reviews commencing within three years of a library's establishment.


   14.    Charbonneau, M. D.,  "Production Benchmarks for Catalogers in Academic Libraries - Are We There Yet?".  Library Resources & Technical Services, Vol. 49 , No. 1, 2005. http://www.ala.org/ala/alcts/alctspubs/librestechsvc/LRTSarchive/49n1.pdf

Descriptores: Bibliotecas universitarias/Catalogadores/Estadísticas/Catalogación

Resumen: This paper examines existing library and personnel literature to determine whether any strides have been made among academic libraries in determining cataloging productivity benchmarks. The perceived importance of performance evaluations based on quantitative and qualitative standards is explored, as is the intended effect of established cataloging production norms. The pros and cons of cataloging benchmarks are analyzed from four different perspectives: library administration, library human resources, cataloging managers, and cataloging staff. The paper concludes that additional research is needed in order to determine whether established production cataloging benchmarks are feasible and meaningful within academic libraries.


   15.    Creaser, C. and Davies, J. E.,  "Made to Measure: Developing Client Oriented Statistics".  Northumbria International Conference on Performance Measurement in Libraries & Information Services, Vol. 4, 2002.

Descriptores: Medicina/Estadísticas/Bibliotecas/Orientación a usuarios

Resumen:  The UK public library sector is administered by 208 library authorities, each running between three and 113 public service points. There is an increasing requirement for public accountability, and evidence of value for money. Extensive management statistics are collected and published annually at authority level. All areas of library operations are covered. A comprehensive electronic database of these statistics is maintained by the Library and Information Statistics Unit (LISU) at Loughborough University. LISU fulfils an important role in supporting managers in their search for optimal performance and in demonstrating their achievement. This it does through a range of activities involving the collation, organisation and dissemination of performance data as well as consultancy and support to individual client authorities entailing the application of statistics to management. We describe how the LISU public library statistics database can be used for strategic planning and statistical benchmarking between authorities. Examples are given from a number of studies carried out at LISU on all types of library authority.


   16.    Cullen, R.,  "Benchmarking: Overview and context".  IFLA Council and General Conference, No. 69, 2003. http://www.ifla.org/IV/ifla69/papers/015e-Cullen.pdf

Descriptores: Benchmarking

Resumen: The paper examines some of the issues related to benchmarking, and its successful implementation, in academic, public and special libraries, for quality management. The need for benchmarking and peer review processes to cover the measurement and analysis of outcomes, as well as the more traditional inputs, processes and outputs, is discussed, along with importance of social context. The relevance of benchmarking to national libraries, and some ways in which benchmarking and peer review activities can be applied to improve quality performance are outlined. The paper discusses ways to take into account the special nature of national libraries, and their difficulty in finding partners with whom to benchmark. Elements of ‘best practice’ in benchmarking in this sector are defined.


   17.    Dante, G. P.,  "Gestion, gestion de informacion, gestion del conocimiento, gestion del futuro.".  Ciencias de la Información (Cuba), Vol. 30, No. 3, 1999.

Descriptores: Gestión del conocimiento/Gestión de la información/Futuro

Resumen: In recent years information professionals have increasingly used management techniques and tools in the course of their everyday work. Looks at the literature on management techniques and tools in the Library and Information Sciences Abstracts (LISA Plus) database in an attempt to identify emerging themes. These include: library management; strategic planning; information management; management of human resources; quality management, total quality management, reengineering and benchmarking; marketing; economic evaluation; optimization and investigation of operations; and project management. Looks at some themes identified by M. E. D. Koenig and suggests some elements which form part of the concept of knowledge management which will be very much in the forefront of management thinking in the future.


   18.    Debole, F. and Sebastiani, F.,  "An analysis of the relative hardness of Reuters-21578 subsets ".  Journal of the American Society for Information Science and Technology, Vol. 56, No. 6, 2005. http://www3.interscience.wiley.com/cgi-bin/fulltext/109906387/PDFSTART

Descriptores: Recuperación de la información/Benchmarking

Resumen: The existence, public availability, and widespread acceptance of a standard benchmark for a given information retrieval (IR) task are beneficial to research on this task, because they allow different researchers to experimentally compare their own systems by comparing the results they have obtained on this benchmark. The Reuters-21578 test collection, together with its earlier variants, has been such a standard benchmark for the text categorization (TC) task throughout the last 10 years. However, the benefits that this has brought about have somehow been limited by the fact that different researchers have carved different subsets out of this collection and tested their systems on one of these subsets only; systems that have been tested on different Reuters-21578 subsets are thus not readily comparable. In this article, we present a systematic, comparative experimental study of the three subsets of Reuters-21578 that have been most popular among TC researchers. The results we obtain allow us to determine the relative hardness of these subsets, thus establishing an indirect means for comparing TC systems that have, or will be, tested on these different subsets


   19.    Enser, P.,  "The role of professional body accreditation in Library & Information Science education in the UK".  IFLA Council and General Conference, No. 68, 2002. http://www.ifla.org/IV/ifla68/papers/094-156e.pdf

Descriptores: Bibliotecarios/Inglaterra

Resumen: This paper first describes the accreditation instrument currently used by the Chartered Institute of Information Professionals (CILIP), then considers some aspects of the future relationship between this professional body and Library & Information Science (LIS) education and training in the UK. A convergence of interests between CILIP and the Quality Assurance Agency for Higher Education is discussed, notably with reference to subject benchmarking and the need to expand the traditional boundaries of LIS in order to encompass the interests of the archives, records management and museum communities. The paper also considers the impact on the information profession of certain aspects of Government policy in Higher Education, including lifelong learning and the expansion in CPD. The paper concludes with reference to a scoping exercise to be undertaken by CILIP in order to redefine professional territory and establish a new accreditation instrument.


   20.    Fuegi, D.,  "Progresos recientes en el uso de la estadística, estándares y indicadores de rendimiento en las bibliotecas públicas en Inglaterra".  IFLA Council and General Conference, No. 70, 2004. http://www.ifla.org/IV/ifla70/papers/120s_trans-Fuegi.pdf

Descriptores: Estadística/Normas/Indicadores/Bibliotecas públicas/Inglaterra/Evaluación

Resumen: Esta comunicación presenta argumentos a favor del uso de los indicadores de redimiento en bibliotecas públicas y defiende que son requeridos por sus distintos colaboradores y en varios niveles de colaboración.. Los responsables de las bibliotecas pueden considerar este trabajo de investigación como una herramineta eficaz para gestionar el rendimiento y la eficacia. Esta comunicación centra su atención en los recientes trabajos aparecidos en el Reino Unido sobre los planes estratégicos y estándares de las bibliotecas públicas y al trabajo reciente sobre los análisis de impacto en el Reino Unido y otros lugares. Se presta también atención a los recientes trabajos financiados por la Unión Europea (EU) sobre los proyectos europeos LIBECON, CALIMERA, PULMAN y LEARNAST. Incluye tambíen un marco metodologia y estadístico para “benchmarking” las bibliotecas públicas internacionalmente.


   21.    Fuegi, D.,  "Recent developments in the application of statistics, standards and performance indicators in public libraries in England".  IFLA Council and General Conference, No. 70, 2004. http://www.ifla.org/IV/ifla70/papers/120e-Fuegi.pdf

Descriptores: Estadística/Normas/Indicadores/Bibliotecas públicas/Inglaterra/Evaluación

Resumen: This paper makes a case for the use of performance indicators in public libraries and argues that they are required by various stakeholders and at various levels of aggregation. Library managers should have regard to the substantial body of work accomplished already to provide them with effective tools for performance management. The paper draws attention to recent work in the UK on public library plans and public library standards and to recent work on impact assessment in the UK and elsewhere. It goes on to draw attention to relevant EUfunded recent work by the projects LIBECON, CALIMERA, PULMAN and LEARNEAST, including a statistical framework for benchmarking public libraries internationally.


   22.    García-Morales Huidobro, E.,  "Estudio comparativo de la calidad de las bibliotecas universitarias españolas.".  Revista española de documentación científica, Vol. 27, No. 2, 2004. http://biblioteca.uam.es/paginas/calidad.html

Descriptores: Bibliotecas universitarias/España/Evaluación

Resumen: El objetivo principal del proyecto de “Estudio comparativo de la calidad de las bibliotecas universitarias españolas y desarrollo de un catálogo de mejores prácticas” ha sido profundizar en la búsqueda de elementos de medición que reflejen las macro-magnitudes que determinan el éxito del servicio bibliotecario, y al mismo tiempo desarrollar una metodología que permita el “benchmarking” entre servicios bibliotecarios de una red en este caso de bibliotecas universitarias- y establecer objetivos de “mejora por comparación”. Se trata de una aproximación a los procesos de evaluación de la calidad novedosa en el ámbito de la biblioteconomía y que ha sido posible gracias a la interdisciplinariedad del equipo de trabajo.


   23.    Garrod, P. and Kinnell, M.,  "Benchmarking development needs in the LIS sector".  Journal of information science, Vol. 23, No. 2, 1997.

Descriptores: Calidad/Evaluación/Benchmarking /Documentación/Información /Formación profesional

Resumen: Hasta recientemente, las técnicas conocidas como 'benchmarking' se ha restringido en su mayor parte a corporaciones internacionales, pero el interés ahora extiende al sector público y a negocios menores. La Biblioteca Británica llevó a cabo una investigación en la que encontró un interés creciente en el uso de las técnicas de 'benchmarking' en la biblioteca y en el sector de información, pero existe poco consenso sobre quién debe implicarse y como hacerlo. Con el fin de fomentar este interés sobre el 'benchmarking', y poner 'benchmarking'en la práctica, los gerentes DE LITIS necesitan directivas sobre 'benchmarking'. Estos podrían incluir la publicación de casos estudiados, que provean ejemplos prácticos del  la aplicación de 'benchmarking' en la variedad de contextos DE LITIS. Se encesita también una definición de 'benchmarking' y un modelo o el enfoque en el sector de información. Un aspecto a considerar es formar para la calidad - con actividadesd conexas (tales como benchmarking). Para que la calidad sea efectiva, es necesario comprender la necesidad de estas actividades, así como también adquirir y aplicar las habilidades y conocimiento necesario. Este artículo explora algunos de los enfoques para formar en calidad y evalúa la literatura sobre formación para la calidad.


   24.    Gatten, J. N.,  "Measuring Consortium Impact on User Perceptions: Ohiolink and Libqual Plus (Tm)".  Journal of Academic Librarianship, Vol. 30, No. 3, 2004 . http://www.sciencedirect.com/science/journal/00991333

Descriptores: Bibliotecas Universitarias/Medición/Impacto/Consorcios/Estudio de usuarios/LibQUAL/Calidad/Evaluación

Resumen: What is the impact of an academic library consortium on the perceptions of library services experienced by users of the member institutions' libraries? In 2002 and 2003, OhioLINK (Ohio's consortium of eighty-four Ohio universities, colleges, community colleges, and the State Library of Ohio) provided financial support for participation of member institutions in the LibQUAL+(TM) survey on library user perceptions. Academic libraries seem to be more alike than different when measured by service quality perceptions using the LibQUAL+(TM) instrument. One of the most beneficial uses of LibQUAL+(TM) at the consortium level may be one of continuous improvement, benchmarking against previous years' performances.


   25.    Gildersleeves, L.,  "Evaluating Evaluation - Introducing a Research Project on the Impact of Improve Your Library: a Self-Evaluation Process for School Libraries".  Aslib Proceedings, Vol. 58, No. 1-2, 2006. http://www.emeraldinsight.com/Insight/viewContainer.do?containerType=JOURNAL&containerId=11387

Descriptores: Evaluación/Bibliotecas escolares/Inglaterra

Resumen: Purpose - The aim of this article is to investigate the nature of use and impact of the Improve Your Library self-evaluation process on school libraries and their integration into whole-school development planning for pupil learning. Design/methodology/approach - The research is structured in two phases. Phase one seeks to map levels, patterns and experiences of use by those responsible for the library within schools and to establish the nature of support needed for librarians from school library services and training providers. Phase two will track schools in detail to explore the extent of difference the process may have on library integration into the wider school self-evaluation, development priorities and planning, and on library contribution to pupil reading and learning. Findings - Preliminary investigations indicate that there is considerable diversity in current evaluation practice and in expectations of the Improve Your Library toolkits. There is a need for a national vehicle for sharing individual library experience to inform reflective practice. Research limitations/implications - The research focused on English schools. Successful delivers, of the intended case banks of practice examples is dependent on a good range of schools being willing to share their experience. Practical implications - Training and support needs and networks will be identified for providers and practitioners. Practical experience will be made available to librarians, school management and policy-makers. Originality/value - This is a timely evaluation of the first unified system of library self-evaluation across English schools within the context of a new approach to whole-school evaluation. It will provide librarians with a means of sharing and comparing experiences in the absence of a formalised benchmarking system for school libraries and contribute to a national picture of school library activity and priorities.


   26.    Goodrum, A. A., Rorvig, M. E., Jeong, K., and Suresh, C.,  "An Open Source Agenda for Research Linking Text and Image Content Features".  Journal of the American Society for Information Science and Technology, Vol. 52, No. 11, 2001.

Descriptores: Indización/Imágenes/Recuperación de la información/Tesauros/Clasificación

Resumen: Goodrum et al. provide a research agenda which bridges the communities involved in image research by utilizing automatic methods to accomplish some of the traditional goals of classification. They also propose making open source software widely and freely available to the broad image retrieval research community which could further the research agenda proposed here and also contribute to other benchmarking efforts as described by other authors in this issue.


   27.    Greenstein, D. and George, G.,  "Digital Reproduction Quality: Benchmark Recommendations ".  RLG DigiNews , Vol. 5, No. 4, 2001. http://www.rlg.org/preserv/diginews/diginews5-4.html#featured

Descriptores: Digitalización de imágenes/Digitalización/Calidad/Normas/Benchmarking

Resumen: In the early days of digitization, as leaders at Cornell, the University of Michigan, the Library of Congress and elsewhere started building online collections, they began to realize how much their individual collections could be enhanced if they were made interoperable with others. Online patrons could then access books and serial publications digitized and managed at many different sites.


   28.    Heczko, M., Keim, D., and Weber, R.,  "Analysis of the Effectiveness-Efficiency Dependence for Image Retrieval".  DELOS Network of Excellence Workshop , No. 1, 2000. http://www.ercim.org/publication/ws-proceedings/DelNoe01/17_Weber.pdf

Descriptores: Recuperación de la información/Efectividad/Eficiencia/Imágenes/Calidad/Bases de datos

Resumen: Similarity search in image database is commonly implemented as nearest-neighbor search in a feature space of the images. For that purpose, a large number of different features as well as different search algorithms have been proposed in literature. While the efficiency aspect of similarity search has attracted a great interest in the past few years, the effectiveness of the search was often neglected. In this work, however, we argue that these two measures interplay with each other. The longer the feature representation is, the better the quality of the retrieval gets, but the larger the execution costs become. In other words, an improvement in effectiveness leads to a deterioration of performance and vice versa. The aim of this work is to explicitly take both measures into account to optimize the retrieval both form a quality perspective and a performance perspective. To this end, we define a benchmark including a measure for the efficiency and the effectiveness of a feature. Then one can compare different features or feature combinations using simple two-dimensional plots. Based on the quality and performance constraints of a user, the search engine can easily determine the optimal feature or feature combination. Finally, we have applied our benchmark to a large number of different feature types to compare their effectiveness-efficiency relationship.


   29.    Henry, D. B. and Neville, T. A.,  "Research, Publication, and Service Patterns of Florida Academic Librarians".  Journal of Academic Librarianship, Vol. 30, No. 6, 2004. http://www.sciencedirect.com/science/journal/00991333

Descriptores: Bibliotecas Universitarias/Benchmarking/Ranking

Resumen: In an effort to establish benchmarks for comparison to national trends, a web-based survey explored the research, publication, and service activities of Florida academic librarians. Participants ranked the importance of professional activities to the tenure/promotion process. Findings suggest that perceived tenure and promotion demands do influence research productivity.


   30.    Herrera Viedma, E., López Gijón, J., Alonso, S., Vílchez Pardo, J., Herranz Navarra, F., and Fernández Porcel, A.,  "Midiendo la satisfacción de usuarios para mejorar la calidad en las bibliotecas universitarias".  Jornadas Españolas de Documentación, Vol. 10, 2007.

Descriptores: Satisfacción de usuarios/Calidad/Evaluación/Bibliotecas universitarias

Resumen: Las bibliotecas universitarias cada día están asumiendo con más claridad un compromiso de calidad, pues tanto la Administración como los usuarios la están demandando actualmente. Esta situación ha llevado a estas bibliotecas a interesarse por conocer el grado de satisfacción que muestran los usuarios con los servicios que les ofrecen. A petición de la Biblioteca Universitaria de Granada nuestro grupo de investigación (SECABA) ha realizado un estudio de satisfacción de los usuarios de dicha biblioteca. Con la presente comunicación queremos ofrecer los resultados y conclusiones que hemos obtenido. Estos resultados no solo tienen la ventaja de ser muy útiles para la toma de decisiones en las bibliotecas, sino que permiten hacer benchmarking entre distintos centros. Igualmente son una herramienta muy adecuada para la retroalimentación de la biblioteca, que podrá conocer los deseos y valoraciones de los usuarios. También es fácil localizar las buenas prácticas entre las bibliotecas estudiadas.


   31.    Hyams, E.,  "Nursing the evidence ".  Library Association Record, Vol. 103, No. 12, 2001. http://www.la-hq.org.uk/directory/record/r200112/article3.html

Descriptores: Enfermería/Documentación/Benchmarking/Revistas electrónicas /Servicios bibliotecarios/Servicios de Información

Resumen: Elspeth Hyams explores how the Royal College of Nursing's information strategy has set a shining example of best practice. Nurses are hungry for information. That's official. At the AGM in October 2000, members of the Royal College of Nursing voted for a 10 per cent increase in subscriptions to cover a wish list of extra services. The first item on the list was employment-related, but the second was improvements to information services, including access to e-journals for all members. The extra funding, from a membership of 330,000, was ring-fenced for the purposes in question.


   32.    Hyde, L. and Tucker-Raymond, C.,  "Benchmarking Librarian Performance in Chat Reference.".  Reference Librarian, Vol. 46, No. 95/96, 2006. http://www.haworthpress.com/store/E-Text/ViewLibraryEText.asp?sid=HED7FDU5VFXN9LDB44JN8X03Q04GFEC0&s=J120

Descriptores: Servicios de referencia en línea/Recursos electrónicos/Gestión/Indicadores/Calidad/Evaluación/Bibliotecarios de referencia/Chat/Benchmarking

Resumen: Librarians participating in Oregon's collaborative statewide virtual reference project used an analysis of chat reference transcripts to evaluate librarian performance.


   33.    IFLA,  "Directrices para Mejores Prácticas en Préstamo Interbibliotecaio y Suministro de Documentos".  IFLAnet, 2006. http://www.ifla.org/VI/2/p3/Guidelines_ILDD-es.htm

Descriptores: Préstamo interbibliotecario/Benchmarking

Resumen: Este folleto es el resultado de las discusiones mantenidas por los miembros de la Sección de Suministro de Documentos y Uso Compartido de Recursos de IFLA. Estas breves directrices son para uso de los departamentos de préstamo interbibliotecario y para procurar su normalización. Somos conscientes de que no todas las bibliotecas pueden implementar todas las recomendaciones, sin embargo alentamos a las bibliotecas a utilizar estas directrices como base de su trabajo actual y para que sean tenidas en cuenta en su desarrollo futuro


   34.    Ingwersen, P., Larsen, B., and Noyons, E.,  "Mapping national research profiles in social science disciplines ".  Journal of Documentation, Vol. 57, No. 6, 2001. http://gottardo.emeraldinsight.com/vl=28898553/cl=27/nw=1/fm=docpdf/rpsv/cw/mcb/00220418/v57n6/s1/p715

Descriptores: Ciencias sociales/Análisis de citas/Producción científica /Bibliometría/Indicadores/Social citation index

Resumen: The paper investigates the advantages of graphical mapping of national research publication and citation profiles from scientific fields in order to provide additional information with respect to research performance. By means of multi-dimensional scaling techniques national social science profiles from seventeen OECD countries and two periods, 1989-1993 and 1994-1998, are mapped, each profile represented by a vector of either publication volumes or citation values for nine social science fields. Aside from demonstrating the developments of publication volumes and citedness ranges as well as patterns, the graphical maps display clusters and similarities of national profiles over time. Combined with international rankings of averaged national impact factors (NIF) relative to the average world impact of field (WIF) for the same number of fields and periods, the graphical display supplies additional otherwise concealed information of the differences in research patterns between countries - even when the NIFs are quite similar. The analyses show that low Pearson correlation coefficients can be applied to flag extraordinary instances of either high or low national citation impacts during a period. Most importantly, the graphical maps make a strong case for adjusting or tuning the baseline impact to the actual national publication profiles when comparing NIFs of different countries. A new indicator, the Tuned Citation Impact Index (TCII) is proposed. It is constructed from the amount of expected citations a country ought to have received in each research field aggregated over its true profile. Common baseline profiles, like those of the world or EU, are consequently not regarded as the ideal benchmark. 


   35.    Kelly, B.,  "Carrying Out Your Own WebWatch Survey".  Ariadne, No. 29, 2001. http://www.ariadne.ac.uk/issue29/web-watch/

Descriptores: Benchmarking/World wide web/Evaluación /Motores de búsqueda

Resumen:  In this issue's WebWatch column Brian Kelly describes how you can carry out your own WebWatch benchmarking survey across your own community. In 1997 UKOLN received funding for a project known as WebWatch. The aim of the WebWatch project was to develop and use automated robot software to analyse Web sites across a number of public sector communities. After the project funding finished UKOLN continued to provide WebWatch surveys across communities such as UK Higher Education Web sites. However once the initial WebWatch software developer left it was decided to adopt a slightly different approach - rather than continuing to develop our own WebWatch robot software, we chose to make use of freely-available Web-based services


   36.    Klug, P.,  "Setting Benchmarks with BIX – the German Library Index (Original Language: German)".  IFLA Council and General Conference, No. 69, 2003. http://www.ifla.org/IV/ifla69/papers/138g-Klug.pdf

Descriptores: Benchmarking

Resumen: Welche Stärken und Schwächen haben Bibliotheken? An welcher Stelle stehen einzelne Bibliotheken im nationalen Vergleich? Mit diesen Fragen befasst sich der Bibliotheksindex, kurz BIX genannt, seit nunmehr vier Jahren. In dem von der Bertelsmann Stiftung und dem Deutschen Bibliotheksverband (DBV) ins Leben gerufenen Kooperationsprojekt, haben Bibliotheken jährlich die Möglichkeit, ihre Leistungen mit anderen zu messen. Mehr als 200 Bibliotheken  von Bremen bis Rosenheim  nehmen bis heute teil und vergleichen sich in den Merkmalen Ausstattung, Wirtschaftlichkeit sowie Kunden- und Mitarbeiterorientierung. Was bisher nur öffentlichen Bibliotheken vorbehalten war, soll ab diesem Jahr nun auch wissenschaftlichen Bibliotheken zur Verfügung stehen


   37.    Knight, T., June, G., and Sutherland, S.,  "Aprendiendo de otros en las Bibliotecas Públicas ".  Colección Biblioteca y Gestión, Vol. 8, 2001. http://www.fundacionbertelsmann.org/bertelsmann-stiftung-de/ESP/media/ByG8.pdf

Descriptores: Bibliotecas públicas/Benchmarking

Resumen: Aprendiendo de otros en las Bibliotecas Públicas / T Knight, G June; Sutherland, Sue


   38.    Madison, O. M. A.,  "The IFLA functional requirements for bibliographic records : international standards for Universal Bibliographic Control ".  Library Resources & Technical Services, Vol. 44, No. 3, 2000. http://www.ala.org/ala/alcts/alctspubs/librestechsvc/libraryresources.htm

Descriptores: IFLA/Control bibliográfico/Normalización/Catalogación /AACR2/ISBD

Resumen: The formal charge for the IFLA study involving international bibliography standards was to delineate the functions that are performed by the bibliographic record with respect to various media, applications, and user needs. The method used was the entity relationship analysis technique. Three groups of entities that are the key objects of interest to users of bibliographic records were defined. The primary group contains four entities: work, expression, manifestation, and item. The second group includes entities responsible for the intellectual or artistic content, production, or ownership of entities in the first group. The third group includes entities that represent concepts, objects, events, and places. In the study we identified the attributes associated with each entity and the relationships that are most important to users. The attributes and relationships were mapped to the functional requirements for bibliographic records that were defined in terms of four user tasks: to find, identify, select, and obtain. Basic requirements for national bibliographic records were recommended based on the entity analysis. The recommendations of the study are compared with two standards, AACR and the Dublin Core, to place them into pragmatic context. The results of the study are being used in the review of the complete set of ISBDs as the initial benchmark in determining data elements for each format.


   39.    Marcos Pascual, F.,  "El benchmarking como metodologia de gestion de recursos de T.I.C.".  Jornadas sobre Tecnologías de la Información para la Modernización de las Administraciones Públicas, Vol. 10,  1998.

Descriptores: Evaluación/Calidad/Administración pública/Benchmarking

Resumen:  Se presenta una metodología de gestión competitiva, innovadora y activa basada en las best-practices. El Benchmarking es una evolución natural de conceptos tales como el análisis de costes y productividades, los programas para la mejora de la calidad y la medición del rendimiento. Las metodologías de Benchmarking son herramientas de 'Gestión de Calidad' incorporadas a las Metodologías TQC a fin de obtener: Análisis comparado de los procesos ; conocimiento analítico de los procesos


   40.    Mccain, C. and Shorten, J.,  "Cataloging Efficiency and Effectiveness".  Library Resources & Technical Services, Vol. 46, No. 1, 2002. http://www.ala.org/ala/alcts/alctspubs/librestechsvc/libraryresources.htm

Descriptores: Catalogación/Evaluación/Eficiencia/Efectividad

Resumen: Efficiency and effectiveness of technical services units are difficult to measure, analyze, and compare, partly because operations are complex and vary substantially from one library to another Cost studies have been widely conducted as a means of measuring the cost efficiency of specific technical services tasks. Since data on costs are not necessarily comparable among institutions, other quantifiable measures of efficiency and effectiveness would enhance managerial decision-making. This article reports the analysis of data compiled from a survey of twenty-six academic libraries. It seeks to supplement the findings of cost studies by providing measures of efficiency and effectiveness for cataloging departments based on reported productivity, number of staff, task distribution, and quality measures such as backlogs, authority control, and database maintenance. Benchmark productivity levels for six libraries with 'best practices' are identified.


   41.    McNicol, A.,  "Beyond re-engineering: developing sustainable success ".  IATUL Proceedings, Vol. 9, 1999. http://educate3.lib.chalmers.se/IATUL/proceedcontents/chanpap/abs/mcnicol.html

Descriptores: Evaluación/Bibliotecas/Calidad/Benchmarking/Externalizacion de servicios

Resumen: Many organizations across the world have reported dramatic performance breakthroughs as a result of re-engineering. All too often, however, the results of re-engineering or restructuring are disappointing or short lived. Despite all the promises of management systems - whether in TQM, benchmarking, outsourcing, right-sizing - ultimately it is the effort of committed people, working together that determines quality. It is the efforts of people working together that produces sustainable success. In December 1996, after more than a year of planning by a project team, the Technical Services Section of Griffith University Library was re-engineered, resulting in radical and fundamental changes to the way the library acquired catalogued and processed its library materials. The plan entailed implementing technological solutions and increasing automation in order to eliminate tedious and repetitious tasks. In addition the library established partnerships or strategic alliances with suppliers and outsourced some functions where it was more effective or cost efficient to do so. As a result of this project, the section achieved productivity improvements in the order of fifty percent.


   42.    Miller, D., Olson, T., and Layne, S. S.,  "Promoting Research and Best Practices in Subject Reference Structures - a Decade of Work by the Subject Analysis Committee".  Library Resources & Technical Services, Vol. 49, No. 3, 2005. http://www.ala.org/ala/alcts/alctspubs/librestechsvc/LRTSarchive/49n3.pdf

Descriptores: Catalogación/Clasificación /Benchmarking

Resumen: In 2004, the ALCTS Cataloging and Classification Section Subject Analysis Committee (SAC) produced the report 'Recommendations for Providing Access to, Display of Navigation within and among, and Modifications of Existing Practice Regarding Subiect Reference Structures in Automated Systems.' This document is one important outcome of nearly ten years' work by three SAC subcommittees investigating the theoretical, pragmatic, and political dimensions of improving subject access through better use of reference structure data. The work of those subcommittees is reviewed and their recommendations are described and summarized. Potential future effects of the report are discussed, as is a snapshot view of several major automation systems' current compliance with the recommendations.


   43.    Moreno, M.,  "Recomendaciones ‘benchmarking’ para el préstamo interbibliotecario: personal preparado, aumento de los indicadores, automatización ¿Qué será lo siguiente? ".  IFLA Council and General Conference, 2006. http://www.ifla.org/IV/ifla72/papers/073-Moreno_trans-es.pdf

Descriptores: Préstamo interbibliotecario/Benchmarking

Resumen: En el año 2001 la National Library of Australia participó en un estudio de ‘benchmarking’, dirigido por el National Resource Sharing Group, sobre el préstamo interbibliotecario australiano y los servicios de suministro de documentos. Este estudio permitió identificar determinados factores claves que determinan los rendimientos e hizo cinco recomendaciones: asegurar la preparación del personal, aumentar el volumen de tramitaciones, incluir las signaturas en el catálogo colectivo, explorar las posibilidades de proyectos cooperativos y de sistemas automatizados. Cinco años después, ¿cuáles han sido los resultados?


   44.    Morin, A.,  "Approaching Best Practices and Guidelines for Digital Reference: From Virtual to Real – Lessons Learned from the Library of Congress ".  Annual Digital Reference Conference, No. 5, 2003.

Descriptores: Evaluación/Servicios de referencia en línea/Library of Congress/Benchmarking

Resumen: In the past year, the Library of Congress has begun an in-depth examination of its reference policies, guidelines and best practices for digital reference. The Library of Congress has been engaged in 'digital reference' since 1994 when we first started accepting email queries about the Library of Congress catalog, however the implementation of new services and technology has highlighted the need to re-examine and revise existing guidelines and best practices


   45.    Mundle, K., Huie, H., and Bangalore, N. S.,  "Arl Library Catalog Department Eb Sites - an Evaluative Study".  Library Resources & Technical Services, Vol. 50, No. 3, 2006. http://www.ala.org/ala/alcts/alctspubs/librestechsvc/libraryresources.htm

Descriptores: Catalogación/Evaluación/Procesos técnicos

Resumen: User-friendly and content-rich Web sites are indispensable for any knowledge-based organization. Web site evaluation studies point to ways to improve the efficiency and usability of Web sites. Library catalog or technical services department Web sites have proliferated in the past few years, but there is no systematic and accepted method that evaluates the performance of these Web sites. An earlier study by Mundle, Zhao, and Bangalore evaluated catalog department Web sites within the consortium of the Committee on Institutional Cooperation (CIC) libraries, proposed a model to assess these Web sites, and recommended desirable features for them. The present study was undertaken to test the model further and to assess the recommended features. The study evaluated the catalog department Web sites of Association of Research Libraries members. It validated the model proposed, and confirmed the use of the performance index (PI) as an objective measure to assess the usability or workability of a catalog department Web site. The model advocates using a PI of 1.5 as the benchmark for catalog department Web site evaluation by employing the study tool and scoring method suggested in this paper.


   46.    Mutula, S. M. and Brakel, P. v.,  "E-readiness of SMEs in the ICT sector in Botswana with respect to information access  ".  The Electronic Library, Vol. 24, No. 3, 2006. http://www.emeraldinsight.com/Insight/ViewContentServlet?Filename=Published/EmeraldFullTextArticle/Articles/2630240310.html

Descriptores: Africa/Países en desarrollo/Acceso a la información/Brecha digital

Resumen: The paper aims to present the e-readiness status of small and medium-sized enterprises (SMEs) in the information and communication technologies (ICT) sector in Botswana and make comparisons with global trends. Design/methodology/approach – The paper is based on a doctoral project that was carried out at the University of Johannesburg from 2002 to 2005. A qualitative approach was employed using both focus group discussions and in-depth interviews to collect data. Findings – The findings revealed that SMEs in Botswana, like their counterparts in most developing countries, had not achieved a reasonable measure of e-readiness status compared to the developed world. Research limitations/implications – There is paucity of research on the e-readiness of SMEs in developing countries, especially with respect to information access. Furthermore e-readiness, being a new phenomenon, does not yet have an established theoretical basis and a universally acknowledged definition. Practical implications – This study presents a framework that has the potential to assist governments, especially in the developing world, to make informed ICT investment decisions that will enable SMEs to penetrate the international electronic business environment. Moreover, the findings provide a lens through which SMEs, especially in developing world, would benchmark their e-readiness status against the best in the world and effectively undertake corrective measures. Originality/value – The existing e-readiness measurement tools are largely quantitative and only address the qualitative dimension of the phenomenon in a limited way. In addition, the tools focus more on ICT, business, policy and legislative framework and underplay the information access factor. Furthermore, whereas e-readiness research is increasingly populating development, IT and business literature, little is happening within the information science discipline. Finally, most e-readiness studies have confined to macro (national) assessments and ignored sectoral-level environments.


   47.    Nederhof, A. J. and Visser, M. S.,  "Quantitative deconstruction of citation impact indicators: Waxing field impact but waning journal impact".  Journal of Documentation, Vol. 60, No. 6, 2004. http://taddeo.emeraldinsight.com/vl=1981339/cl=102/nw=1/fm=docpdf/rpsv/cw/mcb/00220418/v60n6/s5/p658

Descriptores: Indices de citas/World wide web/Periódicos

Resumen: In two case studies of research units, reference values used to benchmark research performance appeared to show contradictory results: the average citation level in the subfields (FCSm) increased world-wide, while the citation level of the journals (JCSm) decreased, where concomitant changes were expected. Explanations were sought in: a shift in preference of document types; a change in publication preference for subfields; and changes in journal coverage. Publishing in newly covered journals with a low impact had a negative effect on impact ratios. However, the main factor behind the increase in FCSm was the distribution of articles across the five-year block periods that were studied. Publication in lower impact journals produced a lagging JCSm. Actual values of JCSm, FCSm, and citations per publication (CPP) values are not very informative either about research performance, or about the development of impact over time in a certain subfield with block indicators. Normalized citation impact indicators are free from such effects and should be consulted primarily in research performance assessments.


   48.    Niederer, U.,  "‘L’appetit vient en comparant’: The Swiss Benchmarking Project".  Northumbria International Conference on Performance Measurement in Libraries & Information Services, Vol. 4, 2002.

Descriptores: Bibliotecas/Evaluación/Medición/Benchmarking

Resumen: The aim of this presentation is to demonstrate and explain the Swiss benchmarking project modeled closely along the lines of the Bertelsmannn Foundation example (‘Betriebsvergleich’ and BIX). Swiss librarians have been grumbling about ‘their’ statistics forever. On the one hand they go on about how the set of data published each year is too small and not defined clearly and unambiguously enough and that not enough libraries can participate; on the other hand they complain about the time-consuming process of collecting data… Swiss Library Statistics is published annually by the Swiss Federal Statistical Office. It contains primary data only (collection size and growth, usage, expenditure etc).


   49.    Pandian, M. P., Jambhekar, A., and Karisiddappa, C. R.,  "IIM digital library system: consortia-based approach ".  Electronic library, Vol. 20, No. 3, 2002 . http://isacco.emeraldinsight.com/vl=61478082/cl=17/nw=1/fm=docpdf/rpsv/cw/mcb/02640473/v20n3/s4/p211

Descriptores: India/Países en desarrollo/Bibliotecas digitales/Consorcios/Gestión económica

Resumen:  Though there have been many cooperative efforts for resource sharing among the libraries of India in the last two decades, it is hard to find one successful programme that could be used as a benchmark to replicate in other libraries. The main factors that affect these kinds of efforts are more human and attitudinal than technological or economical. The information environment today is very much conducive enough to tackle the problems faced earlier. With the advent of the Internet and World Wide Web, it is possible to provide instantaneous access to the sources available not only within the organization, but other institutions that participate in the consortia programme. This paper provides a framework for the design and development of an intranet model based on a consortia approach.


   50.    Phipps, S.,  "Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization ".  Library trends, Vol. 49, No. 4, 2001.

Descriptores: LibQUAL/Bibliotecas de investigación/Evaluación/Calidad /Servicios bibliotecarios/Indicadores

Resumen: As ARL libraries begin seriously to assess how well they are anticipating, meeting, and delighting students and faculty, the primary focus should be on understanding customers' needs, learning quick and clean methods of data gathering and analysis, improving critical processes, and developing internal capacity to be successful in the future. To transform the work and how it is accomplished, libraries must begin listening and acting on the voices of customers, staff, work processes, and the organization for the purpose of learning new directions and partnering with customers. The purpose of sharing macro data among ARL libraries should be to provide benchmarking information for the overall improvement of academic libraries. The purpose of gathering service quality data should be to identify what is working well and what is not and to increase knowledge of customer requirements. Data gathering must be easy, meaningful, and clearly related to customer satisfaction for staff to commit to using performance measures. Involving staff in strategic library-wide and unit level strategic planning will be key to building this commitment. Methodologies, such as LibQUAL+, can work as 'pointers' to the need to study specific processes. Gathering data from the process itself is one of the most efficient methods for measuring performance and is also useful for helping staff recognize the need to change and enhance services. Using these data to develop performance and learning goals supports continuing customer focus. As the customer perspective is integrated into planning and decision-making, practicing the disciplines of the learning organization will ensure the development of the organizational capacity to respond to this new picture of reality.


   51.    Pitman, L., Trahn, I., and Wilson, A.,  "Working Towards Best Practice in Australian University Libraries: Reflections on a National Project".  AARL Australian Academic & Research Libraries , Vol. 32, No. 1, 2001. http://www.alia.org.au/sections/ucrls/aarl/32.1/fulltext/pitman.trahn.wilson.html

Descriptores: Calidad /Evaluación/Benchmarking/Bibliotecas universitarias/Australia

Resumen: 'Best Practice for Australian University Libraries' was a federally funded project under the Commonwealth Department of Education, Training and Youth Affairs Evaluations and Investigations Program (EIP). The aim was to investigate best practice activities in Australian academic libraries. Reference was also made to relevant best practice activities in selected overseas countries. Best practice activities within Australian academic libraries were considered to encompass the extent of implementation of quality frameworks, the use of benchmarking and performance measurement as tools for the continuous improvement of products, processes and services, and the development of staff competencies and training required for these activities. A Council of Australian University Librarians Working Group is progressing the recommendations of the EIP project report 'Guidelines for the Application of Best Practice in Australian University Libraries: Intranational and International Benchmarks¹ and a parallel 'Best Practice Handbook for Australian University Libraries' has been published. EIP project reports are published in hardcopy and widely distributed and also made available on the Department of Education, Training and Youth Affairs website. Members of the investigating team reflect on the lessons.


   52.    Powell, R. R.,  "Evaluation Research: an Overview".  Library Trends, Vol. 55, No. 1, 2006.

Descriptores: Evaluación/Investigación/Documentación

Resumen: Evaluation research can be defined as a type of study that uses standard social research methods for evaluative purposes, as a specific research methodology, and as an assessment process that employs special techniques unique to the evaluation of social programs. After the reasons for conducting evaluation research are discussed, the general principles and types are reviewed. Several evaluation methods are then presented, including input measurement, output/ performance measurement, impact/outcomes assessment, service quality assessment, process evaluation, benchmarking, standards, quantitative methods, qualitative methods, cost analysis, organizational effectiveness, program evaluation methods, and LIS-centered methods. Other aspects of evaluation research considered are the steps of planning and conducting an evaluation study and the measurement process, including the gathering of statistics and the use of data collection techniques. The process of data analysis and the evaluation report are also given attention. It is concluded that evaluation research should be a rigorous, systematic process that involves collecting data about organizations, processes, programs, services, and/or resources. Evaluation research should enhance knowledge and decision making and lead to practical applications.


   53.    Resnick, M. L. and Vaughan, M. W.,  "Best Practices and Future Visions for Search User Interfaces".  Journal of the American Society for Information Science and Technology, Vol. 57, No. 6, 2006. http://www3.interscience.wiley.com/cgi-bin/jtoc/76501873/

Descriptores: Interfaces/Benchmarking/Búsquedas bibliográficas

Resumen: The authors describe a set of best practices that were developed to assist in the design of search user interfaces. Search user interfaces represent a challenging design domain because novices who have no desire to learn the mechanics of search engine architecture or algorithms often use them. These can lead to frustration and task failure when it is not addressed by the user interface. The best practices are organized into five domains: the corpus, search algorithms, user and task context, the search interface, and mobility. In each section the authors present an introduction to the design challenges related to the domain and a set of best practices for creating a user interface that facilitates effective use by a broad population of users and tasks.


   54.    Roswitha  Poll and Philip  Payne,  "Impact measures for libraries and information services".  Library Hi Tech , Vol. 24, No. 4, 2006. http://ejournals.ebsco.com/direct.asp?ArticleID=45A28C67F37E30960BD3

Descriptores: Impacto/Medición/Bibliotecas/Centros de documentaci£n/Evaluación

Resumen: Purpose - The purpose of this article is to demonstrate the importance of impact/outcome research in libraries. Design/methodology/approach - The paper gives an overview of purposes and methods used in impact research and illustrates this through project experiences. Findings - Various projects worldwide are trying to prove that use of library services can positively influence skills and competences, attitudes and behaviour of users. The benefits that users experience by using library services can be assessed in terms of knowledge gained, higher information literacy, higher academic or professional success, social inclusion, and increase in individual well-being. Research limitations/implications - The main problem of impact research is, that influences on an individual are manifold and that therefore it is difficult to trace changes and improvements back to the library. The paper shows methods that are tested and used at the present. More investigation is needed to identify methods that could be used to show a library's overall impact or to develop measures that would permit benchmarking between institutions. Practical implications - The paper shows practical examples of impact assessment, covering 'soft' methods like surveys, interviews, focus groups, observation and quantitative methods like tests, analysis of publications, or usage data. Originality/value - The paper acquaints libraries with a topic that is not yet well known and, by showing practical examples, demonstrates how libraries can attempt to assess their impact.


   55.    Rowlands, I. and Nicholas, D.,  "Scholarly communication in the digital environment: The 2005 survey of journal author behaviour and attitudes ".  Aslib Proceedings, Vol. 57, No. 6, 2005. http://www.emeraldinsight.com/10.1108/00012530510634226

Descriptores: Comunicación científica/Publicaciones periódicas/Conducta/Estudio de usuarios/Revistas electrónicas

Resumen: Purpose – This paper aims to make a substantial contribution to the ongoing debate about the potential of open access publishing and institutional repositories to reform the scholarly communication system. It presents the views of senior authors on these issues and contextualises them within the broader framework of their journal publishing behaviour and preferences. Design/methodology/approach – A highly representative online opinion survey of more than five and half thousand journals authors, building on an earlier (January 2004) benchmarking study carried out by CIBER. Findings – Senior researchers are rapidly becoming more informed about open access publishing and institutional repositories but are still a long way off reaching a consensus on the likelihood that these new models will challenge the existing order, nor are they in agreement whether this would be a positive or a negative development. Disciplinary culture and, to a less extent, regional location are key determinants of author attitudes and any policy response should avoid “one-size-fits-all” solutions. Research limitations/implications – This survey reflects the opinions of senior corresponding authors who have recently published in a “top” (i.e. ISI-indexed journal) with 95 per cent confidence. The findings should not be generalised to represent the views of all authors in all journals, open access or otherwise. Originality/value – The journal publishing sector is facing enormous challenges and opportunities as content increasingly migrates to the web. The value of this research is that it provides an objective, non-partisan, assessment of the attitudes and opinions of more than 5,000 senior researchers, a key stakeholder group, and thus contributes both to the development of public policy as well as more realistic commercial strategies. Keywords: Communication, Journal publishers, Publishing, Surveys


   56.    Rowlands, I., Nicholas, D., Jamali, H. R., and Huntington, P.,  "What do faculty and students really think about e-books?".  Aslib Proceedings, Vol. 59, No. 6, 2007. http://www.emeraldinsight.com/10.1108/00012530710839588

Descriptores: Profesores/Estudiantes/Libros electrónicos/Conducta/Encuestas

Resumen:  The purpose of this article is to report on a large-scale survey that was carried out to assess academic users' awareness, perceptions and existing levels of use of e-books. The survey also seeks to find out about the purposes to which electronic books were put, and to obtain an understanding of the most effective library marketing and communication channels.  Design/methodology/approach – An e-mail invitation to participate in the survey was distributed to all UCL staff and students (approximately 27,000) in November 2006, and 1,818 completions were received, an effective response rate of at least 6.7 per cent. Statistical analyses were carried out on the data using Software Package for Social Sciences (SPSS).  Findings – The survey findings point to various ways in which user uptake and acceptance of e-books may be encouraged. Book discovery behaviour, a key issue for publishers and librarians in both print and electronic environments, emerges as a critical focus for service delivery and enhancement.
Originality/value – The survey is part of an action research project, CIBER's SuperBook, that will further investigate the issues raised in this initial benchmarking survey using deep log analysis and qualitative methods. The paper partly fills the gap in the literature on e-books which has mainly focused on usage and not the users.


   57.    Salgado Batista, D., Guzmán Sánchez, M. V., and Carrillo Calvet, H.,  "Establecimiento de un sistema de vigilancia científico-tecnológica ".  ACIMED, Vol. 11, No. 6, 2003. http://bvs.sld.cu/revistas/aci/vol11_6_03/aci08603.htm

Descriptores: Evaluación/Tecnologías de la información/Vigilancia competitiva

Resumen: A pesar de considerarse la vigilancia científico- tecnológica como una actividad determinante en las organizaciones, se conoce y se practica poco. A menudo, se confunde con el monitoreo, la prospectiva tecnológica, el benchmarking, etcétera. Sin embargo, la vigilancia científico- tecnológica presenta una metodología y unas especificidades que la diferencian de las demás. actividades referidas. Se expone, paso a paso, la metodología a seguir para diseñar un sistema de vigilancia como el mencionado. Para ello, se utilizó la norma experimental francesa AFNOR XP X 50-053-FRE, la única existente para la creación de esta clase de servicio. Se realiza una propuesta para el establecimiento de un sistema de vigilancia científica y tecnológica para el Instituto de Investigaciones de la Industria Alimentaria (IIIA).


   58.    Sancho, R.,  "Evaluación comparativa (benchmarking) de las políticas nacionales de ciencia y tecnología en Europa ".  Revista española de documentación científica, Vol. 24, No. 3, 2001. http://www.cindoc.csic.es/redc/243/3-01esp.html

Descriptores: Política científica/Política de información/Europa/Comunidades Europeas/Benchmarking/España

Resumen: El Consejo Europeo de Investigación, en su reunión del 16 de junio de 2000, in- vitó a la Comisión Europea a crear el llamado 'Espacio Europeo de Investigación', en colaboración con los Estados Miembros. Sus objetivos en política de I+D serán tenidos en cuenta en el desarrollo del VI Programa Marco de I+D, para el periodo 2002- 2006, que es el principal instrumento financiero con que cuenta la Unión Europea para fomentar la colaboración entre los diversos países en investigación precompetitiva. Esta iniciativa obliga a establecer una comparación entre las actuales políticas nacionales de investigación en cada país de la E, para lo que es preciso desarrollar un método que proporcione una evaluación comparativa (benchmarking), entre los países. Dicha comparación se centrará en cuatro temas claves, que se han considerado relevantes para establecer la excelencia científica y técnica y para aumentar la competitividad europea.


   59.    Santos, M. L., Baxter, T. O., and Dante, G. P.,  "La aplicacion del benchmarking en un sistema de informacion: un estudio de caso.".  Ciencias de la Información (Cuba), Vol. 29, No. 2, 1998.

Descriptores: Gestión de la información/Bibliotecas universitarias/Benchmarking/Calidad

Resumen: Reports the results of the application of a set in benchmarking techniques in the libraries forming part of the information system of the Universidad de La Habana (University of Havana) in Cuba. Outlines the 5 stages in the benchmarking model that was selected, sets out the 3 strategic objectives for the year 2000 in the field of scientific and technical information as identified by the University of Havana, and discusses the 3 key factors considered to have the greatest impact


   60.    Smith, J. R.,  "Quantitative Assessment of Image Retrieval Effectiveness ".  Journal of the American Society for Information Science and Technology, Vol. 52, No. 11, 2001.

Descriptores: Imágenes/Recuperación de la información/Evaluación/Indización

Resumen: Smith's article presents a typology of image dimensions based on structure, image content (features), and meaning (semantics) and an overview of concepts associated with these and with content-based retrieval systems. He also describes a major impediment to further progress in image retrieval systems research the lack of methods of quantitative system evaluation which will produce comparable results across systems. As a solution, he proposes a TREC-like standardized test-bed for benchmarking image retrieval systems and describes the components of such a system.


   61.    Spies, P. B.,  "Report on the Results of a Global Web-based Survey of Continuing Education and Training Needs of Library Staff".  IFLA Council and General Conference, No. 69, 2003. http://www.ifla.org/IV/ifla69/papers/014e-Spies.pdf

Descriptores: Formación continuada/Necesidades de información/Bibliotecarios/Encuestas/Internet

Resumen:  In 2002 OCLC commissioned a distance training and education market needs assessment of library workers worldwide. The study was conducted through the use of a Web-based survey instrument. OCLC received 2,112 responses to the survey, 32% of which were outside of the U.S. Specifically, the study identified: 1) a benchmark for library spending on training; 2) a benchmark for the amount of training library workers receive; 3) the kinds of training needed by library workers; 4) trends in Web-based training for library workers; and 5) where to focus efforts in the development of Web-based training. This paper will report the key findings of the study and discuss the conclusions we can draw from the survey data. In addition, the paper briefly reports on OCLC’s activities in the area of Web-based course offerings.


   62.    Stec, E. M.,  "Using best practices: librarians, graduate students and instruction".  Reference Services Review, Vol. 34, No. 1, 2006, pp. 97-116. http://ejournals.ebsco.com/direct.asp?ArticleID=4A5DAA92CF9F0CDD25EB

Descriptores: Formación de usuarios/Bibliotecas universitarias/Benchmarking/Estudiantes

Resumen: Purpose ? To test the belief that only experienced librarians can effectively teach bibliographic instruction, and compare the effectiveness of active learning methods versus usual practice. Design/methodology/approach ? Undergraduate learning was quantitatively measured using a pre- and post-assessment instrument. Two groups of library instructors, degreed librarians and graduate Library Science students participated, reporting the percentage of scripted, active-learning instruction techniques used in classes. Findings ? There was no significant difference in undergraduate learning gains, regardless of instructor type. However, all library instructors using at least 80 percent of the scripted, active-learning techniques showed more undergraduate learning than those instructors who did not use as many active learning techniques. In addition, undergraduate assessment showed few learning gains after participation in two library instruction sessions. Research limitations/implications ? An exclusively female undergraduate population was studied. Practical implications ? It is not the experience of the teacher, but rather the teaching methods used that increase student learning, indicating the need for continuing professional development in this area. Additionally, two library instruction sessions, even when integrated into a course, show few student learning gains. Consequently, other instructional approaches must be considered. Originality/value ? Effective library instructors will be those who integrate active learning methods into their practice. Experience does not equal effectiveness.


   63.    Sutter, É.,  "Etudes comparatives et benchmarks incidences sur la fonction documentaire".  Documentaliste-Sciences de l'information, Vol. 37, No. 2, 2000 .

Descriptores: Benchmarking/Gestión /Bibliotecas/Centros de documentación/Evaluación

Resumen: Los estudios comparativos, y especiaLmente, los 'benchmarks' se emplean cada vez más como herramientas elaboradas de posicionamiento o de ayuda para la decisión. Los profesionales de la información y documentación pueden aportar útiles contribuciones a los encargados de estudio, tanto para la recolección y utilización de los datos, como en lo referente a la gestión de la herramienta. Para las necesidades inherentes a su actividad profesional, y para mejorar los resultados de su unidad de trabajo, pueden igualmente sentirse obligados a desarrollar ese tipo de estudio. Este articulo propone algunas pistas metodológicas sobre la puesta en obra de un comparativo y subraya los problemas encontrados eventualmente


   64.    Tamimi, N., Rajan, M., and Sebastianelli, R.,  "The state of online retailing ".  Internet Research: Electronic Networking Applications and Policy, Vol. 13, No. 3, 2003. http://ejournals.ebsco.com/direct.asp?ArticleID=E7QQ2TDEMJG8CMWNDEQH

Descriptores: Internet/Impacto/Consumo cultural/Comunicación científica

Resumen:  Dimensions of critical factors that impact online retailing (e-quality) are synthesized from the literature and organized along the four phases of a consumer's online shopping experience: encountering the online retailer's home page, selecting a product from the online catalog, completing the order form and accessing customer service and support. Using a random sample of 55 online retailers, the study benchmarks real online transactions against these e-quality dimensions. Findings suggest several areas that e-retailers should target for improvement. These areas include increasing the speed of home page loading, providing the ability to translate into multiple languages, enhancing the capabilities of search engines, displaying security policies more conspicuously, offering multiple payment options, and reducing the minimum number of clicks to complete a transaction. The final phase of the online shopping experience, customer service and support, seems to offer the most room for improvement in the areas of instant automated merchant notification of orders and on time delivery.


   65.    Town, J. S.,  "Welfare or Wisdom: Performance Measurement and Information Skills Education".  Northumbria International Conference on Performance Measurement in Libraries & Information Services, Vol. 4, 2002.

Descriptores: Medición/Evaluación/Educación/Inglaterra/Bibliotecas universitarias

Resumen: The role of libraries is extending to helping to create information literate societies, often through the provision of education and training in information skills. The growth of this activity in UK HE libraries has led to the creation of a SCONUL Task Force on Information Skills and this body produced a briefing paper incorporating the ‘seven pillars’ model for information literacy which was subsequently elaborated at a national conference in 2000. This paper draws on the extensive work of the Task Force and the Seven Pillars model to create a framework for performance measurement of information skills education activity, and compares this with other possible approaches using a range of other international models and some commonly applied PM templates. The experience of the SCONUL benchmarking pilots focusing on information skills is also considered. The paper also returns to some basic questions about the aim and scope of this activity in libraries.


   66.    Universidad Autónoma de Madrid,  "Estudio comparativo de calidad de las Bibliotecas Universitarias Españolas y desarrollo de un catálogo de 'Mejores Prácticas".  Universidad Autónoma de Madrid, 2003. http://biblioteca.uam.es/paginas/calidad.html

Descriptores: Bibliotecas universitarias/España/Benchmarking/Calidad/Evaluación/Estadísticas

Resumen: El objetivo principal del proyecto de “Estudio comparativo de la calidad de las bibliotecas universitarias españolas y desarrollo de un catálogo de mejores prácticas” ha sido profundizar en la búsqueda de elementos de medición que reflejen las macro-magnitudes que determinan el éxito del servicio bibliotecario, y al mismo tiempo desarrollar una metodología que permita el “benchmarking” entre servicios bibliotecarios de una red –en este caso de bibliotecas universitarias- y establecer objetivos de “mejora por comparación”. Se trata de una aproximación a los procesos de evaluación de la calidad novedosa en el ámbito de la biblioteconomía y que ha sido posible gracias a la interdisciplinariedad del equipo de trabajo.


   67.    Ventura, R.,  "Qualità dei sevizi e benchmarking entrano in biblioteca".  Biblioteche oggi, Vol. 17, No. 6, 1999.

Descriptores: Gestión/Bibliotecas/Calidad

Resumen: La biblioteca y la biblioteconomía se encuentran en un proceso de cambio  gracias a la demanda solcial de un servicio bibliotecario competitivo. Los responsables de la gestión de los diferentes sistemas bibliotecarios, en un intento de mejora y dotar al servicio de una mayor eficacia, asociando a las decisiones políticas  recurren a la aplicación de metodología de las técnicas adoptadas en el sector privado y en el ámbito de las gestión


   68.    Wauters, P.,  "Benchmarking E-Government Policy Within the E-Europe Programme".  Aslib Proceedings, Vol. 58, No. 5, 2006. http://www.emeraldinsight.com/Insight/viewContainer.do?containerType=JOURNAL&containerId=11387

Descriptores: Internet/Benchmarking/Comunidades Europeas/Administración electrónica

Resumen: Purpose - The paper aims to provide a benchmark study of the European Union (EU) e-government policy within the e-Europe programme. The main objective of the European strategy for the development of e-government was that the member states should ensure 'online public services'. To monitor this policy the European Commission defined two indicators. Design/methodology/approach - The European Commission developed a list of 20 basic public services. The Commission and Capgemini defined a framework to evaluate the online availability of each of the services in each of the EU member states, plus Norway, Iceland and Switzerland. Findings - The study finds that since 2001 a considerable improvement in online public service provision was measured, even so the 2004 result of 65 per cent online sophistication of public service delivery in the EU still shows an important gap with the 100 per cent objective, the result was considered a positive. When considering the different types of public services, income generating services including income tax, VAT and corporate tax are by far the most developed online. The new member countries seem to be only two years behind in the development of online public service. The most advanced countries exceed 80 per cent but seem to evolve to a 'plateau'. They have developed their most feasible services, demanding less effort, now only the 'hard' ones are undeveloped, mostly services delivered at a decentralised level. Research limitations/implications - The study provides information on the online development of public services, i.e. the provision and interactivity of public services through the internet. It does not analyse the provision of services through other channels, neither the quality of the service delivery, nor the use or impact of these new ways of public service supply. Therefore a new EU e-government measurement system must change the focus from 'availability' of e-government services, to 'use' and desired positive 'impact' of e-government programmes. Originality/value - This study provides the only available data measured scientifically over a longer period concerning the development of e-government in the EU.


   69.    Wauters, P.,  "Benchmarking e-government policy within the e-Europe programme".  Aslib Proceedings, Vol. 58, No. 5, 2006. http://ejournals.ebsco.com/direct.asp?ArticleID=4D19A51FBA6EEC92FC6F

Descriptores: Benchmarking/Europa/Administración electrónica/Democracia

Resumen:  Purpose ? The paper aims to provide a benchmark study of the European Union (EU) e-government policy within the e-Europe programme. The main objective of the European strategy for the development of e-government was that the member states should ensure ?online public services?. To monitor this policy the European Commission defined two indicators. Design/methodology/approach ? The European Commission developed a list of 20 basic public services. The Commission and Capgemini defined a framework to evaluate the online availability of each of the services in each of the EU member states, plus Norway, Iceland and Switzerland. Findings ? The study finds that since 2001 a considerable improvement in online public service provision was measured, even so the 2004 result of 65 per cent online sophistication of public service delivery in the EU still shows an important gap with the 100 per cent objective, the result was considered a positive. When considering the different types of public services, income generating services including income tax, VAT and corporate tax are by far the most developed online. The new member countries seem to be only two years behind in the development of online public service. The most advanced countries exceed 80 per cent but seem to evolve to a ?plateau?. They have developed their most feasible services, demanding less effort, now only the ?hard? ones are undeveloped, mostly services delivered at a decentralised level. Research limitations/implications ? The study provides information on the online development of public services, i.e. the provision and interactivity of public services through the internet. It does not analyse the provision of services through other channels, neither the quality of the service delivery, nor the use or impact of these new ways of public service supply. Therefore a new EU e-government measurement system must change the focus from ?availability? of e-government services, to ?use? and desired positive ?impact? of e-government programmes. Originality/value ? This study provides the only available data measured scientifically over a longer period concerning the development of e-government in the EU.


   70.    Wilson, A., Pitman, L., and Trahn, I.,  "Guidelines for the Application of Best Practice in Australian University Libraries : intranational and international benchmarks".  Australian University Libraries, 2003. http://www.dest.gov.au/archive/highered/eippubs/eip00_11/00_11.pdf#Guidelines%20for%20the%20Application%20of%20Best%20Practice%20in%20Australian%20University%20Libraries%20:%20intranational%20and%20international%20benchmarks

Descriptores: Bibliotecas universitarias/Australia/Benchmarking/Calidad

Resumen: Guidelines for the Application of Best Practice in Australian University Libraries : intranational and international benchmarks - Grande quantidade de informação, da autoria de Anne Wilson Leeanne Pitman e Isabella Trahn, reunida numa publicação que aborda gestão de qualidade, 'benchmarking', indicadores de desempenho, avaliação em bibliotecas e serviços de documentação.


   71.    Winkworth, I.,  "Innovative United Kingdom Approaches to Measuring Service Quality ".  Library trends, Vol. 49, No. 4, 2001.

Descriptores: Indicadores/Calidad /Evaluación/Inglaterra/Bibliotecas

Resumen: This article reports on approaches to measuring the service quality of academic libraries that are innovative in the United Kingdom. Some of them will, it is hoped, also be innovative in the United States. The discussion is also intended to draw out particular themes where there are marked similarities and differences between the two countries. After a brief introduction to the UK national background of quality measurement, the article deals with four topics­measurement frameworks, better use of statistics, benchmarking, and measuring user satisfaction­before offering some suggestions about likely future developments.

 

---------------------------------------------
Los archivos de mensajes de INFODOC se pueden consultar
en la direccio http://listas.bcl.jcyl.es
--------------------------------------------- ---------------------------------------------
Los archivos de mensajes de INFODOC se pueden consultar
en la direccio http://listas.bcl.jcyl.es
---------------------------------------------