ERIC Number: ED452871
Record Type: Non-Journal
Publication Date: 2000-Oct
Reference Count: N/A
The Bottom Line: Performance Measurement in a Corporate Library.
This paper discusses performance measurement in the Blake Dawson Waldron (BDW) law firm, a partnership with five offices in Australia, as well as a number overseas. Three levels of performance measurement are described: (1) personal level--through annual performance appraisals; (2) team level--the annual team meeting; and (3) service level--regular surveys and focus group meetings. Graphs present customer satisfaction survey results related to the library's importance, performance, and overall service delivery. Other ways that the library seeks continuous feedback are also summarized, e.g., librarian attendance at weekly meetings of lawyers, an e-mail newsletter, evaluation of training sessions, and client comments. The questionnaire used for evaluation of library training is appended. (MES)
Descriptors: Corporate Libraries, Evaluation Methods, Feedback, Foreign Countries, Law Libraries, Library Instruction, Library Services, Measurement Techniques, Performance, Questionnaires, Surveys, User Satisfaction (Information)
For full text: http://www.alia.org.au/conferences/alia2000/proceedings/moyr a.mcallister.html.
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Australia