Outcomes Assessment in the Networked Environment: Research Questions, Issues, Considerations, and Moving Forward

THISARTICLE IDENTIFIES A NUMBER OF RESEARCH TOPICS related broadly to outcomes assessment in a networked environment and discusses issues affecting these research topics. It also proposes a framework to relate traditional evaluation components and terminology to the networked environment and identifies a number of factors in the networked environment that affect outcomes and other assessment methods. The article suggests that outcomes assessment has the potential to complement other assessment techniques to better assist libraries and related information organizations enhance their decisions in the provision of information services and resources. Given the increased rate at which libraries are using the networked environment to provide services and resources, however, much work remains before most libraries can implement outcomes assessment efforts successfully. INTRODUCTION Organizations of many types in various operating environments have used a variety of performance assessment activities for some time. Libraries are no different, having engaged in the use of output, service quality, performance indicator, balanced scorecard, and a number of other performance measurement techniques. At the core of these measurement activities are a number of basic questions: What resources are required to support the services that a library provides? John Carlo Bertot, Associate Professor and Associate Director, and Charles R. McClure, Francis Eppes Professor and Director, Information Use Management Policy Institute, School of Information Studies, 242 Louis Shores Building, Florida State University, Tallahassee, FL 32306-2100 LIBRARY TRENDS, Vol. 51, No. 4, Spring 2003, pp. 590-613 02003 The Board of Trustees, University of Illinois BERTOT AND McCLURE/OUTCOMES ASSESSMENT 591 What services and/or resources is a library able to provide with its investments in library infrastructure (broadly defined as personnel, technology, collections, facilities, etc.)? Are the library’s customers receiving value out of the community’s investment in library services? What is the real and/or perceived quality of library services? What are the impacts of library services and resources on the community that the library serves? What level of effort is required by library staff to implement measuremen t activities? In what ways does the library contribute to the overall mission, goals, and objectives of the community-or institutions within that community-the library serves? The role and usefulness of outcome measures and outcomes assessment in answering these and related questions, although potentially rich, requires significant additional review, research, field testing, and development. The purpose of this article is to: Identify selected research questions regarding outcomes assessment; Review a number of issues affecting outcomes assessment in general and outcomes assessment in a networked environment in particular; and Propose a framework to relate and better understand traditional evaluation components and terminology. The article suggests that outcomes assessment has the potential to evolve to a point at which it will complement other assessment techniques that assist libraries and related information organizations make better decisions in the provision of information services and resources. There are, however, a number of research, methodological, and other issues that require consideration prior to reaching this potential. Given the library community’s increased reliance on providing services and resources via the networked environment, much work lies ahead before libraries can engage successfully in outcomes assessment activities. KEY RESEARCH QUESTIONS Outcomes assessment is a relatively new activity to libraries, and as such, this is a very broad area for research. Indeed, as with any new area of scholarly endeavor, there are many more questions than answers. Some key research questions are: What are the prevailing models/approaches for library services/resources assessment? Are these models distinct or interrelated? To what degree do these models/approaches consider networked servic-