On pp. 94-95 the book propose a set of indicators for performance measurement:
The following key performance indicators may be used to evaluate and monitor the achievement of the library’s objectives.
- loans per capita
- total library visits per capita
- membership as a percentage of the population
- loans per item i.e. turnover resources
- reference enquiries per capita
- loans per opening hour
- number of accesses to electronic services and other non-print materials.
- total stock per capita
- provision of terminals/personal computers per capita
- provision of online public access computers (OPACs) per capita.
Human resource indicators
- ratio of full time equivalent (FTE) staff to population
- ratio of professional staff to population
- ratio of full time equivalent (FTE) staff to library use.
The text continues with some related suggestions:
- user satisfaction surveys
- enquiries satisfied.
- unit costs for functions, services and activities
- staff costs per functions, e.g., books processed, programmes
- total costs per capita, per member, per visitor, per service point etc.
- bench-mark statistical data against other relevant and comparable library services, internationally, nationally and locally.
In addition to the collection and analysis of input and output service statistics, the unstated needs of non-users should be established by carrying out market research including the use of focus groups and community surveys.
Where reliable population statistics are not available it becomes more difficult to develop reliable performance indicators. Use can be made of estimated population totals, the comparison of costs with user and visitor.