The Finna Service: Meeting the New Measurement Challenges in Libraries

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http://hdl.handle.net/10138/247818

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Laine , T M & Laitinen , M A 2019 , ' The Finna Service: Meeting the New Measurement Challenges in Libraries ' , Library Management , vol. 40 , no. 1-2 , pp. 2-11 . https://doi.org/10.1108/LM-02-2018-0007

Title: The Finna Service: Meeting the New Measurement Challenges in Libraries
Author: Laine, Timo Markus; Laitinen, Markku Antero
Contributor: University of Helsinki, The National Library of Finland, Library Network Services
Date: 2019-01-14
Language: eng
Number of pages: 10
Belongs to series: Library Management
ISSN: 0143-5124
URI: http://hdl.handle.net/10138/247818
Abstract: Purpose In the transformed information environment, the impact and value of the services are not adequately shown using the traditional library metrics. It needs to be supplemented with user-centered ways of measurement. The paper aims to discuss these issues. Design/methodology/approach The paper is a case study of the new Finna service and the measurement challenges it presents. Findings The standards guiding the measurement and evaluation of libraries cannot offer a "cook-book" for the organizations to follow. The paper suggests that as a one possible response to this, the Net Promoter Score can be used as one indicator in measuring the impact of new services. Research limitations/implications The findings of the paper are preliminary, because so far there is not a wide experience of the use of NPS in libraries. This calls for further study. The results are encouraging, but more testing is needed with different services. Originality/value NPS has not been widely used in libraries before.
Subject: 113 Computer and information sciences
518 Media and communications
Libraries
Digital library
Impact assessment
Digitalization
Library standards
Net Promoter Score (NPS)
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