Library assessment and quality assurance - creating a staff-driven and user-focused development process

Abstract

Objective - Gothenburg University Library has implemented a process with the goal to combine quality assurance and strategic planning activities. The process has bottom-up and top-down features designed to generate strong staff-involvement and long-term strategic stability. Methods - In 2008 the library started implementing a system in which each library team should state a number of improvement activities for the upcoming year. In order to focus the efforts, the system has gradually been improved by closely coupling a number of assessment activities, such as surveys and statistics, and connecting the activities to the long-term strategic plan of the library. Results - The activities of the library are now more systematically guided by both library staffand users. The system has resulted in increased understanding within different staffgroups of changing external and internal demands, as well as the need for continuous change to library activities. Conclusion - Library assessment and external intelligence are important for tracking and improving library activities. Quality assurance and strategic planning are intricate parts in sustainable development of better and more effective services. The process becomes more effective when staff-driven and built upon systematic knowledge of present activities and users.