Information services performance/quality/value/impact/benefit: (a) concepts and implications; (b) projecting library performance/quality in “time”

ESRC SCOTTISH DOCTORAL TRAINING CENTRE INFORMATION SCIENCE PATHWAY TRAINING 2016 12th-13th April 20156- SLIDE 1 Kostagiolas , Lectures

Dr. Petros A. Kostagiolas Assistant Professor of Information Services Management Department of Archives, Library Science and Museology

School of Information Sciences and Informatics Ionian University, Email. [email protected]

ESRC SCOTTISH DOCTORAL TRAINING CENTRE INFORMATION SCIENCE PATHWAY TRAINING 2016

12th-13th April - Room 5.B.14 – Edinburgh Napier University Sighthill campus

Information services performance/quality/value/impact/benefit: (a)

concepts and implications; (b) projecting library performance/quality in “time”

Ionian University

mailto:[email protected]�


Lecture Overview – Prepare for some technical material

• Concepts & Implications

• Research ideas


Lecture Overview


• Research


WG 2: International library statistics

ISO 2789 International library statistics,4th edition WG 4: Performance indicators for libraries

ISO 11620 Library performance indicators WG 7: Quality measures for national libraries

ISO TR 28118 (2009) Performance indicators for national libraries

ISO TC 46: Information and documentation Subcommittee 8: Quality, statistics and performance evaluation

WG 8: Statistical data for library buildings ISO TR 11219 Qualitative conditions and basic statistics for library buildings

ISO TR 14783 Statistics and quality issues for web archiving WG 9: Statistics and quality issues for web archiving

WG 10: Methods and procedures for assessing the impact of libraries

ISO 16439 Methods and procedures for assessing the impact of libraries


The statistics and metrics “follow” the advances …and they reviewed

faster than ever!

ISO 2789 International Library Statistics ISO 11620 Library Performance Indicators


Examples of Performance indicators


Impact through ISO 16439


The ISO 16439 approach


Connecting the standards (Renard, 2007)

Impact: ISO 16439


What is performance/ quality /value /impact /benefit evaluation?

…relate to the value created / underlying values… … relate to the impact created / stakeholder benefits …


Some more related concepts …


Library as system: Putting all concepts together

(ISO 11620)


REMEMBER … the socioeconomic environment and indeed the Global Economic Crisis put

pressure to Libraries to prove their Worth!!!

Three core constructs... PERFORMANCE = QUALITY & VALUE & IMPACT

Summarizing the concepts (Orr, 1973; Town, 2009)

How “good” is the library? How good it

does?

Chances it creates?


We need to further demonstrate the impact of Library Services


Beyond the Library Value Calculators

Efforts focused on demonstrating economic value of library service activity (outcome)...include various “library value calculators”

Need to assign economic value and to measure social capital oriented outcomes or aspects of a

library activity

http://www.ala.org/advocacy/advleg/advocacyuniversity/toolkit/makingthecase/li

brary_calculator


Information services value

• Impact on Information Collaborations – The boundaries of information

organizations are NOT SOLID • Impact on Information

Transparency – Has to do with openness,

communication and information… • Impact on Information Sharing

– Intellectual Capital Management – Long tail industries…

• Impact on peoples’ empowerment through Information


Can we build an information time machine?

http://www.ted.com/talks/frederic_kaplan_how_i_built_an_information_time_machine

Frederic Kaplan: How to build an information time machine


The implications of performance /quality /value /impact of Information Services on the Worlds of Production

ESRC SCOTTISH DOCTORAL TRAINING CENTRE INFORMATION SCIENCE PATHWAY TRAINING 2016 12th-13th April 20156- SLIDE 19 Kostagiolas , Lectures 19

What is missing in our quest for Value and Impact?


The persistence of memory (http://www.dalipaintings.net/persistence-of-memory.jsp)


Lecture Overview


• Research


The Concept of “Reliable Performance”

Quality Service Dimensions: Interpersonal & Technical


Why Reliability…

“Quality” “Reliability” Although quality is a snapshot of library

operation, reliability provides a representation of its day-by-day operation.

Unreliable information services lower the

performance, damage the library’s reputation and lead to quality inferiority, user displeasure, inconvenience and lasting user dissatisfaction.


This presentation is based on a first previous attempt


Theoretical background and problem definition

The variable of interest is the lifetimes of successful operations or the unchanged

state of an individual or the unchanged state of a performance characteristic, and an

investigator wishes to estimate the reliability function either from the data (non-parametric

methods) or through fitting distributional models (parametric methods).


Basic distribution functions for reliability analysis

The five probability functions are mathematically equivalent and if one of them is known all five can be derived.


Notation Employed

Assume that a multiply censored data set has been made available:


Non-parametric Reliability Estimators

Kaplan – Meier Reliability Estimator

Cumulative Hazard Reliability Estimator


Parametric methods: Library applications of Weibull Analysis

Maximum Likelihood Estimation method of the Weibull Parameters


Les us assume that a subscription based information service has been introduced by a library: Reliability analysis may be employed to study the duration of time that a user stay subscribed to this particular subscription service. The rate of the users remaining subscribed to the service on a long term basis is an important issue for the library’s management. Such a result however should be based on the prediction of the rate at which the users renew or cancel their subscriptions, i.e. the users’ subscription failure rate.

An example…


Non-parametric & Parametric Estimation


Graphical GOF tests


Extrapolation beyond the data

Conditional Probability of the estimated Weibull distribution:


Reliable Library and Information Services Performance

• Reliability analysis should be integrated in the library management practices, indicatively for the following:

• Modelling library user behaviour over time. • Modelling library services performance over time, i.e. loans or

interlibrary loan activity. • Modelling digital library services, based on an analysis of the

time marks of error data logs automatically produced. • Modelling of certain type of information technology software and

equipment.

Reliability analysis aim on modelling the performance over time of operations, systems and services


An exercise … based on three questions

CAN WE THINK TOGETHER OF OTHER Reliability Performance CCPs?

which performance dimensions we would model in terms of reliability?

which failure modes and indicators we would model for each reliability dimension?

A. Collection B. Performing services as promised

C. Library opens at exact time / information systems’ availability

A. accuracy of bibliography / cataloguing / OPAC … B. Loans / interlibrary loans

C. Opening hours / repositories etc


Thank you for your attention

[email protected]

Presentations & Public Speaking

Information services performance/quality/value/impact/benefit: (a) concepts and implications; (b) projecting library performance/quality in “time”