Corporate Library Services Benchmarks Key Activities & Resource Levels Report Summary

Corporate Library Services Benchmarks Key Activities & Resource Levels Report Summary



In today’s environment of shrinking business resources, corporate libraries and information centers can find themselves under increasing pressure to justify their expenses and demonstrate their ...

In today’s environment of shrinking business resources, corporate libraries and information centers can find themselves under increasing pressure to justify their expenses and demonstrate their value to the companies that employ them. To respond successfully, library leaders need to know whether their service types and volumes are in line with other corporate libraries and whether they are demonstrating their value to their internal customers.

This research project collected services, value and quality benchmarks for corporate libraries across different industry segments. Libraries can use this study to compare their services, and performance measurement approaches with those of leading organizations.



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Corporate Library Services Benchmarks Key Activities & Resource Levels Report Summary Corporate Library Services Benchmarks Key Activities & Resource Levels Report Summary Presentation Transcript

  • Corporate Library Services Benchmarks: Key Activities & Resource Levels Best Practices, LLC Strategic Benchmarking Research 1 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • Study OverviewBest Practices, LLC conducted this benchmarking study to develop benchmark metrics for theresourcing and performance of corporate library services organizations at leading U.S. andmulti-national companies. Data was collected through an online survey of 43 library leaders at41 different companies. Study Objective Key Topic Areas This study was designed to help Type, number & volume of services corporate library directors and provided managers compare the scope, volume, Financial resources cost and methods for the delivery of library services at their companies with Funding sources, including those at other leading firms. chargebacks Staffing levels and staff In addition, the study sought to identify: composition, including outsourcing Distribution of FTE hours by service Effective metrics for assessing category library quality and value Penetration of potential user base Key management policies Organizational structure & reporting Value, quality & volume metrics Best practices of library leaders 2 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • Participating CompaniesSurveyed library managers and directors represent 41 benchmark partner companies.Replies from independent branch offices at one company brought the total number ofindividual responses to 43. Benchmark Partners3M Ford Motor Co. PPG IndustriesAbbott General Motors PriceWaterhouse-AstraZeneca Halliburton Coopers (3 locations)Becton Dickinson Hewlett Packard Procter & GambleBoeing Intel Progress EnergyBooz & Co. InterContinental Hotels Purdue PharmaBose Corp. John Deere QualcommBoson Consulting Group KPMG RaytheonBritish Petroleum Lockheed Martin TEVA PharmaceuticalsBritish Telecom Medimmune VerizonCaterpillar, Inc. Medtronic Vodacom GroupDuPont Microsoft Westinghouse ElectricEaton Corp. Motorola XeroxFirstEnergy NERA Consulting Large energy company 3 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • Reporting RelationshipR&D is the group to which libraries in the study most often report. Twenty-eight percent reportto R&D, followed by Shared Services and Corporate, which claim another 14%. Q. To what organization does the head of your library services organization directly report? Groups Library Head Reports To Information Technology 2% * Other= Division or Business Chief Knowledge Officer R&D Unit Corporate Strategy 28% 14% Engineering Shared Services Finance Global Brand Management 16% Global Market Intelligence General *Other Government & Public Administration/ Affairs Corporate/ HR 21% Innovation 19% Medical Affairs (n=43) 4 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • Core Services Provided by 98-100% of Companies Nearly all libraries in the study provide a core group of 8 services. Basic research (under eight hours) and services related to website access and collection development are provided by all the participating companies. Q. Which of the following services are provided by your library organization? Research (>1 hour) 100% Resource assistance (ad hoc user training) 100% Evaluation/ selection/ acquisition of electronic resources 100% Management of site licenses/ contracts 100% Development & maintenance of electronic 100% library services &resources Basic reference ( 1 hour) 98% Scheduled end-user training (e.g., class, vendor event) 98% Site license negotiation 98% % Responses (n=42) 6 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • Document Delivery ManagementAt more than half the participating libraries, staff members handle the entire document requestprocess, while 7% provide no document delivery service and 2% fully outsource it. Q. How does your library services organization handle document delivery? Entire process is outsourced 2% Other * Not offered 5% 7% * Other Library staff • Vendor provides Library does some an on-site contract handles entire mediation with end-user, but process from worker who end-user sends document end-user sources some request to vendor request to article materials in-house delivery and others 29% externally. • Customer pays for 57% documents, process is handled by a vendor in the library. (n=42) 7 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • Provision of ERM Services Provided Library Outsourced Library staffElectronic Resource Management Services outside Staff to vendor & vendor LibraryEvaluate, select & acquire e-resources 95% 0% 5% 0%Manage site licenses/ contracts 93% 0% 5% 2%Negotiate site licenses negotiation 88% 0% 5% 5%Organize/ catalog/ index/ tag external e- 74% 2% 10% 2%resourcesManage e-resources purchased by other 62% 0% 2% 17%departmentsDevelop/manage content for mobile devices 31% 0% 2% 17%(e.g., PDA) (n=42) 8 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • FTE Hours Allocated by ProcessReference and research work consume the greatest portion of FTE hours across thebenchmark class, at 40%. Libraries are involved in a variety of “other” activities—manyinvolving writing—that were not included in the benchmark study. Q. What percentage of total FTE hours did each of the following labor categories require? Reference & Research 40% Electronic Resources Management 17% * Other Print/ Physical Collections 10% Special projects, analysis, strategic planning, userWebsite Development & Management 10% surveys, weekly newsletter, training, mentoring, information controls, audit, Knowledge Management 9% writing business cases, & Internal Documents project management, vendor User Outreach/Marketing management, current events 7% service, copyright, appraisal writing, writing subject All Other 7% monitors.(n=40) % Total FTE Hours FTE, or full time equivalent employee is an employee working 40 hours per week. (e.g., a person who works half-time is counted as 0.5 FTE) 9 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • [Partial] Best Practices: Cost/Value ManagementParticipants were asked to share their three best practices for maximizing libraryeffectiveness. The following are verbatim responses that relate to cost and valuemanagement. Managing enterprise agreements for market data through shared funding by businesses provides businesses higher value at low cost Centralizing the procurement Tracking requests and reuse of responses Single global management and support Content Licensing Budget - good at finding the most relevant information for the lowest cost Multiple-year budget planning and multiple-year supplier contracts Partner with other organizations to purchase content Rigorous evaluation of content and resources on a regular basis Data Analysis to Determine Value Keeping Metrics - e.g., Tracking usage Capture client time and cost savings for major Library activities Use of web analytics and metrics to determine the level of effort for content and services Balanced scorecard and process management Move away from traditional library services and focus only on value-add Continual evaluation of content portfolio 10 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  • About Best Practices, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. Best Practices, LLC 6350 Quadrangle Drive, Suite 200, Chapel Hill, NC 27517 919-403-0251 BEST PRACTICES, ® LLC