Estatísticas e avaliação da qualidade e do desempenho em bibliotecas e serviços de informação : investigações recentes e novos projectos

Melo, Luiza Baptista Estatísticas e avaliação da qualidade e do desempenho em bibliotecas e serviços de informação : investigações recentes e novos projectos., 2004 . In 8º Congresso Nacional de Bibliotecários Arquivistas e Documentalistas, Estoril (Portugal), 12-14 May 2004. [Conference paper]

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English abstract

Statistics data and performance assessment libraries and services are very important to manage libraries and information centers. These data help librarians to make decisions and to improve services. The main purpose of this paper is to disseminate information about performance and quality measurement tools to libraries and documentations centres. During the last twenty years researchers and librarians from all over the world created indicators and methodologies to traditional services. In the beginning of the XXI century, the projects and initiatives of quality assessment involve concepts and data from communication and information technologies that have been changed libraries faster. Here there is a brief description of important concepts, such as, inputs, outputs, outcomes, performance indicator, services quality, performance assessment, quality evaluation, and the relation among these issues. It introduces balanced scorecard model and benchmarking techniques as good tools to use in the performance management process. On the another hand it explains some recent initiatives (LibEcon, EQUINOX, ICOLC-Guide lines for statistical measures of usage of Web-based information resources, ARL E-Metrics project, LibQUAL and Counter project). These methodologies are outstanding skills to improve the management of the library and to get better services.

Portuguese abstract

As estatísticas e a avaliação do desempenho que decorrem das actividades de uma biblioteca ou serviço de informação podem ser dados muito relevantes nas tomadas de decisão de bibliotecários e gestores de informação. Esta comunicação pretende evidenciar conceitos, metodologias e investigações das técnicas de aferição dirigidas para uma melhoria contínua da qualidade dos serviços prestados. Nas últimas décadas, foram estabelecidos indicadores para quantificar os serviços tradicionais das bibliotecas. No início do século XXI, os projectos e iniciativas de avaliação envolvem as novas tecnologias de informação e comunicação que vieram transformar por completo o panorama do ambiente de trabalho das bibliotecas. Perante a rápida mudança que se tem observado nos serviços e nas fontes de informação em rede, as bibliotecas têm de adoptar novas estratégias e é nessa perspectiva que se integram os estudos actuais de avaliação.

Item type: Conference paper
Keywords: Libraries, Statistics, Performance indicators, Quality evaluation. Bibliotecas, serviço de informação, estatísticas, indicadores de desempenho, avaliação da qualidade
Subjects: B. Information use and sociology of information > BZ. None of these, but in this section.
F. Management. > FZ. None of these, but in this section.
Depositing user: Luiza Baptista Melo
Date deposited: 27 Jun 2005
Last modified: 02 Oct 2014 12:01
URI: http://hdl.handle.net/10760/6478

References

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BROPHY, Peter; CLARKE, Zoe; BRINKLEY, Monica; MUNDT, Sebastian; POLL, Roswitha – Performance indicators for electronic library services .


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