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Recognizing Best Practice in Portuguese Higher Education Libraries

Luiza Baptista Melo

CIDEHUS-UE and Departamento de Matemática Aplicada-Biblioteca, Faculdade de Ciências da Universidade do Porto, Rua do Campo Alegre, 687, 4169-007 Porto, Portugal, lbmelo{at}fc.up.pt

Cesaltina Pires

CEFAGE-UE and Departamento de Gestão, Universidade de Évora, Largo dos Colegiais, 7000-803 Évora, Portugal, cpires{at}uevora.pt

Ana Taveira

Centro de Documentação Europeia - Biblioteca Central Universidade dos Azores 9510-082 Ponta Delgada, Portugal, anataveira{at}notes.uac.pt

The purpose of this paper is to identify best practices in order to improve the quality of services in Portuguese academic libraries. This article describes an ongoing project to assess the performance of library services, resulting from a partnership of six Portuguese higher education libraries. The study has three main steps: (1) selection of criteria to be evaluated and selection of their corresponding performance indicators; (2) data collection and analysis; (3) identification of best practices. The selection of the criteria to be evaluated is based on a mixed model combining the Common Assessment Framework and the Balanced Scorecard. The associated performance indicators are in accordance with International Standards ISO 11620:1998 and ISO 2789:2006.

Key Words: benchmarking • academic libraries • performance assessment • Portugal

IFLA Journal, Vol. 34, No. 1, 34-54 (2008)
DOI: 10.1177/0340035208088574
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