Determining & Demonstrating Value with the Logic Model M O E H O SSEI NI - AR A , CI T Y O F M AR K H AM M H O SSE@ M AR K H AM . LI BR AR Y .O N . C A R EBECC A JO NES, D Y SAR T & J O NES AS SO CI AT E S R EBECC A@ D Y S AR T J O N ES . CO M Demonstrate Value… TO WHOM? Ivanna U.R. Mony Climber Lobbying to have library budget reallocated to other projects Never used the library Buys all her books from Amazon Why does the library need so many staff? And why are they paid so much? Dr. Ural Doomed Libraries days are numbered Libraries aren’t relevant ◦ Everyone has computers and internet ◦ Need information? It’s all online ◦ Research happens in faculties not libraries With eBooks and research online believes facilities can be made smaller – no need for print material CFO Roi Bottomline, MBA All about the bottomline Revenue and investments How does any support revenue generation? Services that don’t generate revenue are a drain on the system If it’s not efficient outsource it! Kee Paper Influential in many circles Has deep seated beliefs in traditional library services and importance of paper for legal profession Libraries are institutions for reading & research Understand the Context Know the Context & the Contexters How is value defined, measured & communicated? Know your Stakeholders – who are they? How do they measure their progress? Understand the Context Communicate Results Translate Data Into Outcomes & Impacts Align Strategies & Objectives Measurement Framework Manage Measurement Data Define Measures Identify Services & Programs Not everything that counts can be counted AND not everything that can be counted counts… - Einstein …Wait! What?? Our logic isn’t everyone’s logic Three types of measures Value Operational Satisfaction Meaningful measures Matter to you AND your stakeholders Are conveyed in stakeholders’ language Focus attention on what is most important for the organization Are critical for managing, planning & decision-making Are organization-dependent What measures do you keep now? Measures… …are, by definition, based on a “beginning” or monitor results against an agreed-to objective or value… Operational or Usage Measures Operational •We’ve long tracked “how much” •We also need to look at differences: • Peaks? Dips? Switches? •What are these statistics really telling us? Or, not? •Who needs to see these statistics? •Are they telling a story that you want to tell? Customer Satisfaction Measures Satisfaction Tends to focus on existing products and/or services Usually measured through surveys Are we also measuring importance? Survey burnout, plus the expectation is to score all “excellent” or “10 out of 10” •Are we adding value? The VALUE proposition … Value •What difference are we making? •What is the impact of our services and/or programs? •How are we contributing to the success of….? EXERCISE Start with stakeholders Critical that you understand the context in which the measures are considered. 1. In your organization, how is value defined, measured and conveyed? 2. Who are the stakeholders who must understand the value of your services? Name Position How do they measure their progress? Goals & objectives What do we know about them? What type of stakeholder are they? What do they know about our services? The Logic Model …go beyond documenting what you did and measure what difference you made in the life of your targeted clients… …how their situation changed Logically Measuring Impact or Value Change in the human condition? • Behaviour • Skill • Knowledge • Attitude • Circumstances • Awareness • Motivation • Condition • Status It’s logical that: INPUT resource perspective Equipment IMPACT OUTPUT operational perspective OUTCOME user perspective IMPACT stakeholder perspective INPUT Resource Perspective IMPACT Equipment • • • • • Equipment Space Supplies Funding Staff OUTPUT Operational Perspective IMPACT Equipment • • • • Training module Report # of Training Attendees # of Services Provided OUTCOME User Perspective IMPACT • • • • Increased skill Know-how or know-that Change in status Change in behavior or attitude IMPACT Stakeholder Perspective IMPACT • Successful cases • Increase in targeted clients • Improved market position Academic Example Input One liaison librarian Output Faculty research support for a Grant Application Outcome Completed application submitted on time Impact Grant dollars received by faculty. Faculty member is able to hire 2 grad students to conduct research: increased university reputation, a number of articles are submitted and accepted by academic journals, increased citations for faculty member, university increases visibility. Government Example Input $100K resource budget Output 2500 resources utilized Outcome Resources used by 75% of employees in policy development Impact Usage enabled policy development to: 1. Eliminate department-specific resource purchases saving the organization $35K 2. Reduce policy duplication or “blind-sides” by at least 25% (as reported during policy debriefings) Corporate Example Input •$80K electronic content contract; info pro; technology Output Customized research portfolio in response to request for background on deal between XYZ company & ABC government agency, including specific data on terms of deal Outcome Client extrapolated how ABC agency likes to see deals structured Impact Organization successfully completed a deal with ABC government agency for $10M, the 1st in 5 years Public Library Example Input Output Outcome Impact Children attending programs are able to maintain the skills taught in school verified by parent follow-up. Library recognized for helping children develop and maintain literacy skills. Board of Education partnership & recognition based on improvements in standardized testing results. Public Library Example Input Output Outcome Number of program registrations increased by 25% year to year. Reduced cancellation rates. Reduced operating costs. Impact Children attending programs are able to maintain the skills taught in school verified by parent follow-up. Library recognized for helping children develop and maintain literacy skills. Board of Education partnership & recognition based on improvements in standardized testing results. Public Library Example Input Output 10 new programs each offered 5 times per year attended by 1,600 students ages 6-10 Outcome Number of program registrations increased by 25% year to year. Reduced cancellation rates. Reduced operating costs. Impact Children attending programs are able to maintain the skills taught in school verified by parent follow-up. Library recognized for helping children develop and maintain literacy skills. Board of Education partnership & recognition based on improvements in standardized testing results. Public Library Example Input -Funding -Staffing -Supplies =$10,000 to develop learning place programs Output 10 new programs each offered 5 times per year attended by 1,600 students ages 6-10 Outcome Number of program registrations increased by 25% year to year. Reduced cancellation rates. Reduced operating costs. Impact Children attending programs are able to maintain the skills taught in school verified by parent follow-up. Library recognized for helping children develop and maintain literacy skills. Board of Education partnership & recognition based on improvements in standardized testing results. BEGIN THE END WITH IN MIND Covey 1989 Understand the Context Communicate Results Translate Data Into Outcomes & Impacts Align Strategies & Objectives Measurement Framework Manage Measurement Data Define Measures Identify Services & Programs Align Strategies & Objectives Align Strategies & Objectives Stakeholder’s Goals & Objectives Your Goals & Objectives: How they Contribute EXERCISE Align objectives Articulate & document your goals & objectives ◦ What are you trying to accomplish? Clarify how these contribute towards your stakeholders’ objectives & desired outcomes Identify Services & Programs EXERCISE Identify Services What services, programs or products contribute to your realizing an objective? Stakeholder Goals & Objectives Your Goals & Objectives Your Services Define Measures Define success What will success look like? What indicators or measures will you use? ◦ Qualitative? Quantitative? ◦ What data needs to be collected? ◦ Keep it key ◦ Keep it simple ◦ Be practical ◦ Don’t get mired – or overwork frontline staff Service Impact EXERCISE Inputs Activity Outputs Person power, money, content, etc. What you do What the activity produces Outcomes Impact How the client uses the output What changes for the client Outcome Measures Impact Measures Manage Measurement Data EXERCISE Manage collection Determine a collection schedule Work out agreements with other departments that have needed data Are you currently collecting data or indicators that are no longer relevant? How long do you need to keep data? Who is responsible? Translate Data into Outcomes & Impacts EXERCISE Interpret data So…..what? ◦ What does the data say? What doesn’t it say? ◦ Examine it from various angles ◦ What is the progress towards the goals & objectives? Define outcomes & impact What will success look like? OUTCOME IMPACT And how will you “get” there? INPUT OUTPUT EXERCISE Define outcomes & impact • • • • OUTCOME IMPACT User Stakeholder perspective perspective Increased skill Know-how or know-that Change in status Change in behaviour or attitude • Increased cases • Increased profits • Increased recovery rates Communicate Results To… Remember us? EXERCISE Communicate results Actually begins when you are understanding the context Your message: “we have contributed towards your goals by……” Are they meaningful? If your goals & objectives are meaningful for your planning & decision-making, your measures will be indispensable What do you need to stop doing? Sweet Spot Value Operational Satisfaction Thank you! MOE & [email protected] REBECCA [email protected]
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