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An Empirical Research on the Application of Benchmarking in the Optimization of University Library Services
Received date: 2016-06-30
Revised date: 2016-09-11
Online published: 2016-09-20
[Purpose/significance] Library service improvement has become an increasingly "hot topic" in academia but still has a difficult point in practice. Introducing benchmarking to library service improvement, this paper tries to provide a new thinking direction and a practical optimization method for library service management and innovation.[Method/process] This paper analyzed common methods for library service improvement and the application of benchmarking in libraries, and proposed the implementation process of multi-objective benchmarking for library services. Then, we selected one academic library and two target libraries to conduct an empirical research to improve library services by using the benchmarking method. We developed appropriate evaluation indicators of library services in the new information environment. This evaluation indicator system included three primary levels, 11 secondary indicators and 46 evaluation items. We analyzed the weaknesses of our own libraries, introduced the best practices of target libraries in customer services, and finally put forward a "catch-up" program of library services.[Result/conclusion] The empirical study shows that benchmarking is a practical, effective and easy-to-use method to improve library services, and provides a different perspective of thinking among library management methods. The new evaluation indicators, such as new media services, adoption of new technologies, can be a reference for further development of the library evaluation system.
Cao Wenzhen . An Empirical Research on the Application of Benchmarking in the Optimization of University Library Services[J]. Library and Information Service, 2016 , 60(18) : 71 -78,148 . DOI: 10.13266/j.issn.0252-3116.2016.18.009
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