Multiple constituencies model in the identification of library effectiveness

Purpose – Public libraries can benefit from understanding the perspectives of various stakeholders leading to the development of measures for decision making and competing for funding as well as demonstrating accountability. The purpose of this paper is to examine library effectiveness from the perspective of multiple stakeholders from a list of indicators pertinent to today and to determine which are most important to a constituency of a single library and any differences among the various constituencies. Design/methodology/approach – A survey that listed indicators of effectiveness for a public library was given to four stakeholder groups of a city library: employees, library board, library foundation members, and the public. Findings – Of the 51 indicators, 39 comprised eight dimensions of effectiveness under the labels of: user experience, facility, digital collection, social media and board, community use, employees, administration, and collection management. The number of statistically significant differences was greatest between the library board and the public as well as the employees and the public. Originality/value – Indicators of public library effectiveness have not been updated for the twenty-first century.