Abstract
Corporate libraries today depend on numbers to demonstrate their value to
senior management. In an era of increasing resource costs and tight budgets,
library managers are often metrics wizards, keeping internal statistics on
everything from service levels to website hits to customer feedback. Yet few
have access to data that would allow comparisons of their services and
resources to those of libraries in similar companies.
This study was launched to establish benchmark metrics for key services and
resources at leading corporate libraries in Fortune 500 companies. Study
participants from libraries in 24 top companies provided their insights and
data to establish volume and cost metrics that can be used by managers to
benchmark performance of their own organizations.
Table of Contents
STUDY OVERVIEW
KEY FINDINGS
BENCHMARK CLASS
- Participating Companies
- Participant Industry Profile
- Participant Company Size
- Corporate Complexity
- Additional Complexity Factors
LIBRARY PROFILE: SERVICES AND USERS
- Library Structure
- Scope of Survey Response
- Average Number of Services Provided
- Most Frequent Services Provided: Core Services
- Additional Services Provided
- Services Provided Least Frequently
- Percent of Service Requests Received Electronically
- Percent of Content Provided Online
- Business Area of Library Services Users
STAFF AND BUDGET RESOURCES
- Total Library Services Costs
- Segmentation of Libraries by Amount of Cost
- Cost Paid by Other Departments
- Cost Allocation by Budget Category
- Total Number of FTEs
- FTE Job Categories
- FTE Hours Allocated by Process
- Reference and Research Process
- Collection/Circulation
- Website
- KM & Internal Documents
- Formal Instruction
VOLUME METRICS AND EFFICIENCY RATIOS
- Library Services Volume Metrics
- Library Services Costs per Company Employee
- Library Services Costs per Actual User
- Library Services Costs per Library FTE
- Library Services Costs per $US Million in Revenue
- Number of End Users per Library FTE
- Hours per Information Request
- User Reach
LIBRARY MANAGEMENT
- Technologies and Tactics
- BEST PRACTICES
- Overall Best Practices
- Building Partnerships with User Groups
- Communicating with Customers
- Providing Global Resource Access
- Enhancing Information Access
- Good Library Management
- Survey Definitions
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