DETERMINING THE VALUE OF UNIVERSITY LIBRARIES IN THE INFORMATION AND KNOWLEDGE SOCIETY

Based on an analysis of the traditional perspectives underlying the Information Services "performance assessment" exercise, a new model is presented for the approach to evaluating university libraries as a strategic operation within overall Planning and Total Quality Management. Recognising the high level of complexity and difficulty experienced in fulfilling the objectives assigned by the Information and/or Knowledge Society, it is argued that there is a need for a new vision of university libraries which places the interests of clients at the centre of their management. It is acknowledged that providing quality information services and facilitating access to information is no longer sufficient, per se, to meet the needs of the university community in terms of training, education and research, particularly when the aim is to prepare citizens with skills, knowledge and learning outcomes that empower them individually as vital elements of sustainable economic, social and cultural development. It may be concluded that the response to the challenges of the new millennium involves ongoing improvements to university libraries by continuously measuring the level of client satisfaction with the services provided and the subsequent optimisation of their financial, structural and human resources.