Library Assessment: Program Outcomes

Program outcomes reflect the intended benefits and effects of library services upon library patrons. Program outcomes may encompass the most important results or impacts that should occur as a result of a unit’s activities, a critical work process and how it should function, or what stakeholders experience through interaction with a unit. The two types of program outcomes are process outcomes and satisfaction outcomes.

Consider the mission and the strategic plan of the university when writing your outcomes. These represent things that are important to the university. If the library can tie its outcomes back to the university mission and strategic plan, it may be more successful in gaining the attention and appreciation of the university administration.

Process outcomes are what the unit intends to accomplish. They may reflect a level or volume of an activity, the efficiency with which a unit conducts a process, or compliance with external standards or regulations.

Satisfaction outcomes reflect how those served by the unit rate their satisfaction with the unit’s processes or services.

Optimally, the library assessment plan would include a mix of both process and satisfaction outcomes. The library wants to know both whether patrons appreciate services and also whether services are accomplishing what the library desires.

The library cannot assess everything. Therefore, the program outcomes should represent the most important things the library needs to know.

When drafting program outcomes, the library should consider

• Your library's self identity
• Library vision & mission
• Library’s concerns
• Stakeholders opinions (Persuasive to stakeholders)
• University mission and vision
• University strategic plan
• Board of directors
• University administration
• Library users
• Other?

Questions that may be helpful are

• What are your biggest concerns?
• What interests your stakeholders?
• What are the important things you want to know?
• What are your major projects?
• In what areas do you foresee potential opposition?
• What is the library doing for others? How are we making their lives better? (Save money, save time, faster, more efficient, make pretty, aesthetically pleasing, make healthy, make happy, improve environment (green), etc.)