The Finna service: meeting the new measurement challenges in libraries

Purpose In the transformed information environment, the impact and value of the services are not adequately shown using the traditional library metrics. It needs to be supplemented with user-centered ways of measurement. The paper aims to discuss these issues. Design/methodology/approach The paper is a case study of the new Finna service and the measurement challenges it presents. Findings The standards guiding the measurement and evaluation of libraries cannot offer a “cook-book” for the organizations to follow. The paper suggests that as a one possible response to this, the Net Promoter Score can be used as one indicator in measuring the impact of new services. Research limitations/implications The findings of the paper are preliminary, because so far there is not a wide experience of the use of NPS in libraries. This calls for further study. The results are encouraging, but more testing is needed with different services. Originality/value NPS has not been widely used in libraries before.