Acceso usuarios
Luiza Baptista Melo, Cesaltina Pires, Ana Taveira
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) identifi cation 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.
