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Demonstrating the Value of
Corporate Libraries
James M. Matarazzo
Toby Pearlstein
APLIC Meeting - Boston
April 29, 2014
Assess where you Stand
SUPPLYDEMAND
Driving Priorities and Roles
Strategic Focus & Alignment
You are what you Measure
Overall
Satisfaction
Satisfaction with
Service Type
Service Level
Efficiency &
Effectiveness
Use ...
Customer Metrics
Overall Satisfaction
Regularly touch base with customers
Consistent measures over time
Satisfaction with ...
Internal Process Metrics
Service Level
Target audience?
How delivered?
When needed?
Efficiency & Effectiveness
Ease of use...
Learning & Growth Metrics
Researcher Confidence
With all customers
Taking leadership roles
Initiative
Employee Retention
O...
Financial Metrics
Revenue Strategy
Zero base budget
Profit/Loss center
Overhead
Return on Investment (ROI)
Relevant measur...
Benchmarking
J.Cook (1972) "Finacing a library/information service on a cost recovery system." ASLIB Proceedings pp.342-34...
What value do “they” think you add?
J.Matarazzo and L. Prusak. Valuing Corporate Libraries-A Survey of Senior Managers. Sp...
Key Takeaways:
Monday Morning
Questions?
James.matarazzo@simmons.edu
Toby.pearlstein@comcast.net
Bibliography
Matarazzo, James M. And Toby Pearlstein. Special
Libraries: A Survival Guide. Libraries Unlimited. April 2013...
Shameless Plug
Available in hard copy and eBook
Amazon.com
http://www.amazon.com/Special-Libraries-
James-Matarazzo-Ph-
D/...
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APLIC 2014 - The Value of Corporate Libraries

James Matarazzo and Toby Pearlstein talk about the need to connect with the organization's strategic purpose.

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APLIC 2014 - The Value of Corporate Libraries

  1. 1. Demonstrating the Value of Corporate Libraries James M. Matarazzo Toby Pearlstein APLIC Meeting - Boston April 29, 2014
  2. 2. Assess where you Stand SUPPLYDEMAND
  3. 3. Driving Priorities and Roles
  4. 4. Strategic Focus & Alignment
  5. 5. You are what you Measure Overall Satisfaction Satisfaction with Service Type Service Level Efficiency & Effectiveness Use of Products & Services Researcher Confidence Employee Retention Team Satisfaction Revenue Strategy ROI Cost Recovery
  6. 6. Customer Metrics Overall Satisfaction Regularly touch base with customers Consistent measures over time Satisfaction with Service Type Individual services and resources Concurrent with regular overall feedback As needed
  7. 7. Internal Process Metrics Service Level Target audience? How delivered? When needed? Efficiency & Effectiveness Ease of use Training Satisfaction with results Use of Products & Services As expected Levels over time
  8. 8. Learning & Growth Metrics Researcher Confidence With all customers Taking leadership roles Initiative Employee Retention Over time Reasons for high/low Team Satisfaction Salary Working conditions Ability to advance
  9. 9. Financial Metrics Revenue Strategy Zero base budget Profit/Loss center Overhead Return on Investment (ROI) Relevant measures Positive/Negative and why Cost Recovery Required/Possible Method
  10. 10. Benchmarking J.Cook (1972) "Finacing a library/information service on a cost recovery system." ASLIB Proceedings pp.342-349.
  11. 11. What value do “they” think you add? J.Matarazzo and L. Prusak. Valuing Corporate Libraries-A Survey of Senior Managers. Special Libraries Association (SLA) 1990 and The Value of Corporate Libraries-Findings from a 1995 Survey, SLA 1995.
  12. 12. Key Takeaways: Monday Morning
  13. 13. Questions? James.matarazzo@simmons.edu Toby.pearlstein@comcast.net
  14. 14. Bibliography Matarazzo, James M. And Toby Pearlstein. Special Libraries: A Survival Guide. Libraries Unlimited. April 2013. J.Cook (1972) "Finacing a library/information service on a cost recovery system." ASLIB Proceedings pp.342-349. J.Matarazzo and L. Prusak. Valuing Corporate Libraries-A Survey of Senior Managers. Special Libraries Association (SLA) 1990 and The Value of Corporate Libraries-Findings from a 1995 Survey, SLA 1995.
  15. 15. Shameless Plug Available in hard copy and eBook Amazon.com http://www.amazon.com/Special-Libraries- James-Matarazzo-Ph- D/dp/1610692675/ref=sr_1_1? s=books&ie=UTF8&qid=1373222327&sr=1- 1&keywords=matarazzo+and+pearlstein BarnesandNoble.com http://www.barnesandnoble.com/w/special- libraries-phd-james-m-matarazzo/1111524590? ean=9781610692670

James Matarazzo and Toby Pearlstein talk about the need to connect with the organization's strategic purpose.

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