Total quality management in academic information centres in Saudi Arabia: A pilot study -- Faisal A Altamimi, Barbara Sen and Peter WillettrnA student partnership approach to developing library services -- Leo AppletonrnRe-Skilling for the digital humanities: Measuring skills, engagement, and learning -- Nisa Bakkalbasi, Damon E Jaggars and Barbara RockenbachrnValue and impact: Convergence of assessment and performance measurement -- Jackie Belanger and Steve HillerrnCreating a culture of assessment at the Illinois Institute of Technology Library -- Sharon L Bostick, PhDrnKPI: Keeping purposeful intelligence: a case study from Edge Hill University -- Rachel Bury, Helen Jamieson, Ruth Wilson and Meg JussrnDealing with the noise problem: Libraries improving their scores on ‘Quiet space for individual work -- Michelle Breen and Ciara McCaffreyrnAssessing the impact of using volunteers in UK libraries: issues and methods -- Judith Broady-PrestonrnWorking together: Library value at the University of Nottingham -- Claire Creaser, Valérie Spezi, Susanne Cullen, Ruth Curtis, Nicola Darlington, Jane Maltby and Elizabeth NewallrnA preliminary bibliometric study of literature on performance measurement and library management ---Milena Celere and Glauco Henrique de Sousa MendesrnAssessing library performance in the short and long runs: efficiency analysis and empirical application -- Frederico A de Carvalho, Marcelino José Jorge and Marina Filgueiras JorgernJUSP: Building on success -- Angela Conyers and Jo LambertrnCapturing the contribution of subject librarians: Applying strategy maps and balanced scorecards to liaison work -- Sheila CorrallrnThe right to read: Assessing a project to expand library services to visually impaired users in rural South Africa -- Karin de Jager and Mary NassimbenirnAuditing the accessibility of electronic resources -- Sarah George, Ellie Clement, Grace Hudson and Mohammed AsifrnAffective relationships between users and libraries in times of economic stress -- Angeliki Giannopoulou and Giannis TsakonasrnFaculty Perceptions of Library Instruction -- Cheryl Goldenstein and Jamie KearleyrnDeveloping a library quality model at University of Sunderland Library Services -- Kay Grieves and Michelle HalpinrnCan you measure IT? The UK experience of TechQual+ -- Ian Hall, Sarah Kennedy and Jessica StephensrnThe development of performance measures through an activity based benchmarking project across an international network of academic libraries -- Simon Hart and Howard AmosrnOne score on – the past, present and future of measurement at UOW Library -- Margie JanttirnLibrarians’ attitudes to resource usage measurement and decision making in UK academic libraries: a content analysis -- Lizz JenningsrnUsing LibQUAL+® to Identify commonalities in customer satisfaction: The Secret to success? -- Selena Killick, Anne van Weerden and Fransje van WeerdenrnLibQUAL+ Triads: Results from the pilot experiences -- Martha Kyrillidou and Bruce ThompsonrnFlexible Loans: a Lean approach to customer engagement and service improvement at the University of York Library -- Jackie Knowles, Sue Elphinstone and Chris EllwoodrnTime-driven activity-based costing of the Library Cataloging Process: A case study in Estonian University Libraries -- Kate-Riin KontrnUsefulness as applied to digital library evaluation -- Melissa LamontrnYou said, we did... So what? -- Elizabeth MalonernAre we leaving them lost in the woods with no breadcrumbs to follow? Assessing signage systems in school libraries -- Lauren H Mandel, PhD and Melissa P Johnston, PhDrnGoing up a level: assessing the performance of learning spaces in university libraries. A case study from Loughborough University. -- Professor Graham Matthews and Dr Graham Waltonrn5rnHow libraries can add (even more) value -- Joseph R MatthewsrnTowards a Workload Co-efficient -- Stephen MossoprnPerformance evaluation dynamics in Lisbon Municipal Libraries Network (1989-2009): a meta-evaluative approach -- Leonor Gaspar PintornPerceptions of individual and societal value of public libraries in the Netherlands: findings from a quantitative study -- Marjolein Oomes and Prof Frank HuysmannsrnDid you enjoy the library? Impact surveys in diverse settings -- Roswitha PollrnAssessing the impact of workshops run by the Consortium of Ugandan University Libraries – measuring performance through effectiveness of training activities -- Anne Powell and Antonio CapillornLooking for links: do universities produce more scholarship when their libraries invest more in electronic resources? -- Michael RawlsrnThe Impact of providing Information Resources on end-users’ satisfaction Case study: The Library of Arab International University in Syria -- Maysoun Restoum and Steve WadernThe analysis of LibQUAL comments with the assistance of a SharePoint list -- Marié RouxrnFive years in – the impact of customer selection of electronic books -- Ellen SafleyrnNew statistic needs for a new era: Revising the national library statistics for academic and special libraries in Norway -- Bente Saxrud and Mona HenriksenrnEvaluating the intellectual assets in the Scholarship and Collections directorate at the British Library -- Alice SchofieldrnStrategic orientation, performance and success in a public library service: A case study of Cumbria Libraries -- Barbara Sen, Jim Grisenthwaite, Sheila Webber and Bruce BennisonrnBenchmarking the publication rate of Canadian health sciences librarians: What constitutes an acceptable level of scholarly contribution? -- Christine Shaw-Daigle and Andrea SzwajcerrnSafety in Numbers: Developing a shared analytics service for academic libraries -- Ben Showers and Graham StonernStudent Usage, Preferences of Emerging Technologies and their Impact on Library Services -- H R SujatharnMeasures of relationship capital for the value scorecard -- J Stephen TownrnTen Northumbria Conferences: A reflection on themes, trends and contributions -- J Stephen Town and Joan SteinrnCulture of evaluation? UK assessment of library space projects -- Liz WallerrnThe Quality Maturity Model: Your roadmap to a Culture of Quality -- Frankie Wilsonrn