ࡱ> q`bjbjqPqP .::ke%  J0J0J080n1L lh12"233{4:44 kkkkkkk$pmho^Ak I{4{4IIAk 33kcPcPcPIh 3 3kcPIkcPcPeX h31 pJ0CLN5g(kk0l]g$6qM,6qPhh6q #i4;cP@D444AkAkO444lIIII $ d&$ &  Quality measurement of Croatian public and academic libraries: methodology Kornelija Petr University J. J. Strossmayer Osijek, Faculty of Philosophy, Osijek, Croatia 1. Introduction The culture of measuring quality in the area of Croatian non-profit, service-oriented institutions is in comparison to the profit sector not highly developed. In the profit sector quality and quality-related issues have been hot topics for some time now. Even in the area of government and local government, quality has recently become a 'buzz-word'. Croatian Society for Quality was founded in 1971, with the aim to promote quality in all the segments of Croatian society (still, the emphasis was put on economy). Although the Society's mission statement states that it also actively promotes quality at all levels of education, from primary to higher education, this area of activity is somewhat neglected. The glance on the programme of 8th Croatian Conference on Quality 2007 reveals that conference contributors come primarily from the area of Croatian economy and medicine. Evidently, education is not present and one of the possible explanations for such a situation is a certain degree of inertia and lack of motivation for activities related to measuring and improving quality that characterized education sector in the past. Quality in education was a topic often discussed in public, but rarely acted upon. Related to that, quality of school and academic libraries was never really questioned or measured. School and academic libraries functioned without much supervision. Resources were scarce, librarians, especially in school libraries, were often untrained. Academic libraries were at a slightly better position. They employed, at least partly, professionally trained staff and provided service of higher quality than did the school libraries. However, all that was insufficient and below the desired levels of standard. The situation in education, both in primary and higher education area, started to change recently. In June 2005 the Croatian Ministry of Science, Education and Sports created a strategic document Education Sector Development Plan 2005-2010 whose first objective was to improve quality of teaching and learning in schools. Further down on the list of priority areas there is also the objective to improve the management of educational system and to introduce the system of monitoring and external evaluation. Targets for Croatian educational development are all levels of education: pre-school and primary, secondary and higher education. This was an extremely important document for the Croatian educational system because no other strategic documents in the past concentrated so much on quality and ways of ensuring it. The importance of quality, particularly in the higher education area was confirmed again a year later (August 4, 2006) when the Croatian government accepted the Strategic Framework for Development 2006-2013. This important strategic document outlines the models of development that will turn Croatia into a competitive and wealthier country. It establishes the priorities and actions that will ensure the permanent economic growth, employment and better standard of living. According to that document, quality is the most important expectation from the higher education system. In primary education the change started with the introduction of CNES (Croatian National Educational Standard). CNES aims to simplify and remove the complex and unnecessary educational topics from school curriculum creating the National Curriculum that will be used in all Croatian primary schools. Furthermore, CNES intends to introduce the modern way of teaching based on research methods, individual and group work and applicable knowledge and skills. During the academic year 2006/2007 all primary schools in Croatia started implementing the CNES and the National Curriculum. In the area of higher education four major goals were established by the Development Plan: implementation of the Bologna process, integration of universities, strengthening of professional (polytechnic studies) through binary system development, and establishing a systematic monitoring and quality control mechanism for higher education teaching and scientific research work. The Republic of Croatia signed the Bologna Declaration in May 2001. The principles of the Bologna Declaration, as well as other fundamental goals for the development of higher education, have been established by the Law on Science and Higher Education (2003), and Amendments (2004) to this Law. The first phase of the Bologna process was completed in 2005. This phase included the introduction of a quality assurance system, a two cycle study program system and the recognition of foreign higher education qualifications in line with the Lisbon Convention recommendations. The key activities and deadlines to ensure implementation by 2010 have been incorporated into legislation in several ways: A system of easily recognizable and comparable academic and professional degrees and diploma supplements to enable faster and easier employment and international recognition; A unified three cycle system of studying (undergraduate, graduate and postgraduate) together with the European Credit Transfer System; The mobility of students and teachers; Establishment of national monitoring and quality assurance systems, and promotion of European cooperation in quality assurance; Increased functional integration of universities by strengthening the capacity of human resources and IT infrastructures; It is estimated that the legal integration of Croatian universities will be completed by December 31, 2007. During this period institutions of higher education that are not part of the university will be strengthened. With the Bologna Process quality and quality-related issues become a 'hot topic' in the area of Croatian higher education. For the first time Croatian universities were subjected to quality control. It started with thorough accreditation process of all new programs in 2005 and only those approved could take new 'Bologna' students in 2005/2006, continued with student evaluation of teachers and subsequent internal control of approved programs (to check whether unauthorized changes were made in them) and teacher class overload. The mentioned documents (Development Plan, Strategic Framework for Development) are significant documents that insist on quality in education and will look for ways to support and monitor the quality of educational system in Croatia. However, the same as the strategic document Croatia in 21st century: science from 2003, they lack any direct reference to libraries as vital components of educational quality. Still, even though libraries are only implicitly implied in those documents it is obvious that it is high time Croatian libraries, especially academic, start thinking about the measuring and improving their quality, as a part of a bigger system of quality evaluation. Bologna Process initiated creation of documents important for standardization of education process and quality achievement in Europe and Croatia (e. g. Standards and Guidelines for Quality Assurance in European Higher Education Area) and since Croatia is preparing to join European Union, some of its funds and programs became available to Croatia in the past few years. The CARDS (Community Assistance for Reconstruction, Development and Stabilization) program is one of them. Through this program the Croatian Ministry of Science, Education and Sport applied for funding for various projects in connection with improvement of educational system. One of those projects is the Furtherance of the Agency for Science and Higher Education (ASHE) in its Quality Assurance role and the development of a supporting Information System. Within the CARDS program for 2003, the Ministry of Science, Education and Sport was approved a project on introduction of quality assurance in the area of higher education and conformance of Croatian Higher Education Information System with the system in use in the European Union Countries called HEMIS (Higher Education Management Information System). The project started in 2006 and was expected to last 24 months. 2. Public and academic libraries in Croatia their position in relation to quality Previous section dealt with recent changes in Croatian education, in particular in the area of higher education, most of which put quality in the centre of all activities. A number of important strategic documents issued by Croatian government and signed by Croatian president and/or Minister of Education, Science and Sport illustrate the country's determination to be competitive on European and world education market. But, how does all that, and if at all, affect Croatian libraries? Will they recognize the need to become more active and to start evaluating and emphasising the quality of their services? If we look closely at Croatian libraries, it is fair to say that so far the quality and performance measurement were more often topics of discussion than of action. If we take a look at the number of written and published articles, we shall see that public libraries in Croatia are far more oriented toward market, their stakeholders, and justification of their existence. In general, they show far greater interest for the quality and are more diverse in a spectrum of services they offer to their users than do academic libraries. The explanation lies in the fact that local governments constantly redefine their funding priorities since local budgets constantly decrease and public libraries have to fight with other public services for their 'piece of a budget cake'. On the other hand, academic libraries are on average less active and less motivated to excel in their service. So far, their funding did not depend on their performance nor was their performance measured, particularly not by an external body, in any way. However, this is going to change with the Bologna process. The quality of an academic library will affect the overall quality of a college or a university and academic libraries may soon expect their service quality and performance to be evaluated and monitored. But, what is the really situation like in Croatian public and academic libraries? And are librarians aware and ready to meet all the demands that the new emphasis on quality in education and by local government will put in front of them? Are library directors more aware of the immanent need to improve the quality and give evidence of the library's value than their staff or are they equally ignorant of what is 'lurking around the corner'? In order to find answers to those and other questions, we applied for a project that will be described in the next section. 3. Project description In February 2007 the Department of Information Sciences, Faculty of Philosophy in Osijek was approved the first scientific project on evaluation of public and academic libraries (Evaluation of library and information services: public and academic libraries) in Croatia. The planned duration of the project was five years, but the project was initially approved on three, with the possibility of extension. The project builds on and extends the research results presented in the doctoral thesis of the project's Principle Investigator, some of which were also presented at Northumbria 6, Durham 2005. The thesis dealt with the organisational culture of academic libraries of one Croatian University, whereas this project will take the research outside the boundaries of only one University and cover the whole Croatia as well as introduce the new area of research public libraries. According to Statistical Yearbook of Republic of Croatia in 2004 in Croatia there were 256 public and 131 academic libraries. If we look at geographical distribution of those libraries, the highest number of both public and academic libraries is in Zagreb, the country's capital. Zagreb is also the only place in Croatia that has more than one public library. All the other towns in Croatia have only one public library with branch libraries. Academic libraries follow the distribution of Universities, but Croatia has also other institutions of higher education: public and private polytechnics and public and private schools of professional higher education. According to the Yearbook approximately 1600 library professionals are employed in those institutions (both public and academic libraries). So far there have been some smaller-scale research projects for the purposes of master's or doctoral thesis that investigated the sample of one or several public libraries, academic libraries of one University or vertically within one discipline. Although those research projects gave valuable results which served libraries as guidelines for problematic areas that need their special attention, their weakness was that they did not allow generalizations and drawing conclusions applicable to all libraries of a certain type in Croatia. This would be possible only by a comprehensive research project that is suggested here. 3.1 Hypothesis and objectives 3.1.1 Hypothesis Project's main hypothesis is that Croatian libraries do not give enough attention to processes of measuring their performance. Consequently, librarians are unprepared and unwilling to conduct any sort of evaluation at their library (lack of motivation, education, etc.) Insufficient awareness of library service quality affects all library processes and leads to deterioration of service quality. 3.1.2 Objectives Everyone who claims to provide a high-quality service must offer evidence that backs up that statement. Croatian libraries claim to provide a high-quality service but in general fail to offer hard evidence that will back that up. If they want to be taken seriously, Croatian librarians have to be aware of this need and be focused and willing to conduct measurements. Therefore, the objectives of this project are: State-of-the-art of Croatian academic and public libraries. This data will be collected through questionnaire and analysis of library documentation (annual reports, statistical reports, etc.) Insight into views, opinions, preparedness, experience and eagerness of Croatian public and academic library staff to conduct evaluation activities in their libraries. This information will be gathered by questionnaire and through interviews with Chief librarians/library directors. Identifying dimensions of effectiveness of academic and public libraries on the basis of the data collected through this project. Writing the manual on evaluation of public and academic libraries. This manual would be intended for LIS students, but it would be a great resource for all practising Croatian librarians interested in this topic. Coming up with taxonomy of Croatian librarians' views and opinions as well as creating a common set of quality measures for academic on the one and public libraries on the other hand. Since so far in Croatia there has not been a single research of this scope among public and academic libraries, we hope that this project will come up with valuable information on present time state-of-the-art in those types of libraries, and manual on evaluation will hopefully contribute significantly to the begin of library commitment to raising the level of their service quality. 3.2 Methodology of the project The main purpose of this research project is to collect and analyse the data on views and opinions of Croatian librarians in academic and public libraries in order to test in the real-time environment theoretical approaches, determine special characteristics and in that way prepare fertile ground for future longitudinal measurements and improvements. The planned research instruments are going to be of quantitative and qualitative nature: questionnaire, interviews with library directors/Chief Librarians, and the analysis of library documentation (statistical reports, annual reports, etc.). 3.2.1 Instruments 3.2.1.1 Questionnaire Questionnaire will be used to collect data from Croatian public and academic librarians and it will be based on the questionnaire used for data collection among the academic libraries of J. J. Strossmayer University in Osijek during the work on K. Petr's doctoral thesis. Her questionnaire on the other hand was partly based on the research and theoretical approaches of J. A. McDonald and L B. Micikas . Questionnaire created by McDonald and Micikas was first modified during the work on the Petr's thesis to be suitable for academic libraries at the Osijek University. Next modification and adjustment is planned to be carried out during this project since the project is looking into the views and opinions of both public and academic librarians. Two versions of a questionnaire will be created: one for public and one for academic libraries. Furthermore, each version will have an additional version: one for library staff and the other one for library directors/Chief Librarians. The librarian- and library-director versions will be identical; the only difference will be the additional set of questions in a library directors'/Chief Librarians' version. Thematically, the questionnaire is supposed to investigate the following topics: general information on a library, elements important for library environment, library in general, library vs. faculty/University management/founder, library and new managerialism, library vs. users. Library directors/Chief Librarians would be asked additional questions about library staff, their education, continuous professional education, attitudes toward work and quality issues. The questionnaire will be anonymous, but the respondents will have the opportunity to provide their contact information in case they are interested into the research results. In contrast to previous research where questionnaire was in paper form, an online questionnaire is planned this time. Collected data will be processed by the software package StatSoft Statistica or SPSS+. 3.2.1.2 Interviews Next to the questionnaire, the data will also be collected through interviews with several public library directors and academic library Chief Librarians. Since the interview as a method of data collection is rather time- and money-consuming and requires a skilled interviewer, we expect to have time and manpower to interview between 20 and 30 directors of the biggest or most significant libraries in Croatia (e.g. Chief Librarians of University or important faculty libraries, also library directors of the big and successful public libraries). It is our belief that that number of interviewees will provide sufficient material to gather qualitative data about views and opinions of Croatian community of academic and public librarians. The interview will be semi-structured. A number of questions i.e. topics will be pre-prepared, but the interviewees will have the opportunity to open a new interview topic they wish to discuss. Discussion topics will be partly taken from the interview topics used in Petr's doctoral dissertation, but their list will be modified to fit the new and changed library environments. Tentative discussion topics will be: definition of quality, responsibility for quality, satisfaction with library services, familiarization with user perspective of library and librarians, user expectations, competition, relationship with (faculty, University) management or founder (local community), satisfaction with a status (only academic libraries), monitoring of user expectations and opinions, monitoring of performance quality, dedication to continuous quality improvement, etc. The interview location will depend primarily on interviewee's preferences (we expect that most library directors will prefer to be visited at their work-place and to give the interview in a familiar environment). Only one person is planned to run the interview. The interviews will be recorded. 3.2.1.3 Library documentation During the work on the project library documentation (statistical and annual reports, etc.) will be systematically collected and analyzed. Documentation will be collected through various ways: through professional publications, library web pages, library publishing activities and direct contacts with libraries. 4. Concluding remarks This paper presents the methodology of the first LIS project in Croatia entitled Evaluation of library and information services: public and academic libraries. The project is run by the Department of Information Sciences at Faculty of Philosophy in Osijek. The project focuses on organisational culture of public and academic libraries and opinions, views and attitudes of Croatian public and academic librarians will be collected and analyzed in the period of three years. Since so far in Croatia there has not been any systematic and organized approach to measurement of library service quality, Croatian librarians are in general expected to show reluctance, lack of motivation, even fear, for any activity connected with quality assessment possibly interpreting any sort of assessment either as the additional burden to their full working schedule or as a control and attempt to reduce number of employees. On the other hand, we hope that library directors, both public and academic, will be sufficiently educated about the need for quality assessment, improvement and assurance that follow the current major changes in Croatian society and educational system. We plan to differentiate between public and academic libraries as well as library directors and librarians. The instrument that will be used to gather the data includes: questionnaire, interviews and analysis of library documentation. The questionnaire will have two versions (public and academic libraries) and each version will have two subsets (for librarians and library directors). Interviews will be conducted with a selected number of public and academic library directors. Since the project was planned for five, but approved for only three years a significant change that also affects finances there will have to be a slight modification of the methodology and approach. We decided to use the online questionnaire (instead of a questionnaire in a paper-form) and to collect data from selected areas of Croatia. In that way, after the period of three years is over we shall have enough data that we will be able to present to our funder and that will allow us to draw careful generalisations and conclusions. We hope to get the extension of the project in order to cover the territory of the whole of Croatia, confirm the conclusions from the previous phase and round up the research. Bibliography Bologna Declaration. Accessed on August 29, 2006 from  HYPERLINK "http://www.mzos.hr/Download/2005/05/03/3._BOLOGNA_DECLARATION.pdf" http://www.mzos.hr/Download/2005/05/03/3._BOLOGNA_DECLARATION.pdf. CARDS 2003. Retrieved on September 9th, 2007 from  HYPERLINK "http://public.mzos.hr/Default.aspx?sec=1997" http://public.mzos.hr/Default.aspx?sec=1997. Education Sector Development Plan 2005-2010. Zagreb: Republic of Croatia. Ministry of Science, Education and Sports., 2005. Hrvatska u 21. stoljeu: znanost. (Croatia in 21st century: science). Zagreb: Ured za strategiju razvitka Republike Hrvatske. O~ujak 2003. Retrieved on April 28th, 2003 from  HYPERLINK "http://www.hrvatska21.hr/download/200303060000001.pdf" http://www.hrvatska21.hr/download/200303060000001.pdf . Hrvatski nacionalni obrazovni standard za osnovnu kolu. (Croatian National Education Standard for Primary Schools). Accessed on September 4th, 2007 from  HYPERLINK "http://public.mzos.hr/Default.aspx?sec=2199" http://public.mzos.hr/Default.aspx?sec=2199. Hrvatsko drutvo za kvalitetu (HDK) (Croatian Society for Quality). Retrieved on September 3rd, 2007 from  HYPERLINK "http://kvaliteta.inet.hr/hdk.htm" http://kvaliteta.inet.hr/hdk.htm. Lisbon convention. Accessed on August 29th, 2006 from  HYPERLINK "http://www.mzos.hr/Download/2005/05/03/10._Lisbon_convention.pdf" http://www.mzos.hr/Download/2005/05/03/10._Lisbon_convention.pdf. London Communiqu. Accessed on September 8th, 2007 from  HYPERLINK "http://public.mzos.hr/Default.aspx?sec=2268" http://public.mzos.hr/Default.aspx?sec=2268. McDonald, J. A. and L B. Micikas. Academic libraries: dimensions of their effectiveness. Westport, Ct.: Greenwood Press, 1994. Ministarstvo znanosti, obrazovanja i porta. (Ministry of Science, Education and Sports). Retrieved on August 5th, 2007 from  HYPERLINK "http://www.mzos.hr" http://www.mzos.hr. Official Gazette, No. 123/2003. Official Gazette, No. 105/2004. Osma (8.) hrvatska konferencija o kvaliteti (8th Croatian Conference on Quality). Retrieved on September 3rd, 2007 from  HYPERLINK "http://www.kvaliteta.net/8konferencija/" http://www.kvaliteta.net/8konferencija/. Petr, K. "Toward a successful taxonomy for Croatian academic libraries", in VINE 35, 4(2005), 210-220. Profesionalni standardi HUKON-a: (prijedlog) (HUKON's Professional Standards: (Proposal). Retrieved on August 2nd, 2007 from  HYPERLINK "http://www.hukon.hr/dokumenti/standardi-kvalitete.pdf" http://www.hukon.hr/dokumenti/standardi-kvalitete.pdf. Standards and Guidelines for Quality Assurance in European Higher Education Area. Accessed on September 9, 2007 from  HYPERLINK "http://www.bologna-bergen2005.no/Docs/00_Main_doc/050221_ENQA_report.pdf" www.bologna-bergen2005.no/Docs/00_Main_doc/050221_ENQA_report.pdf Statisti ki ljetopis Republike Hrvatske, 2006. (Statistical Yearbook of the Republic of Croatia) Strateaki okvir za razvoj: 2006.-2013. (Strategic Framework for Development: 2006-2013). Zagreb: Vlada Republike Hrvatske. Sredianji dr~avni ured za razvojnu strategiju i koordinaciju fondova EU, 2006.  In the area of local and regional government the Association of Consultants for Local and Regional Government submitted a proposal of HUKON's New Professional Standards (2006) that promote quality. Retrieved on August 2nd, 2007 from  HYPERLINK "http://www.hukon.hr/dokumenti/standardi-kvalitete.pdf" http://www.hukon.hr/dokumenti/standardi-kvalitete.pdf.  Accessible at  HYPERLINK "http://kvaliteta.inet.hr/hdk.htm" http://kvaliteta.inet.hr/hdk.htm .  Croatian Society for Quality was a continuation of an association founded in 1965 under the name 'Committee for quality and technical control in industry' with headquarters in Zagreb. See  HYPERLINK "http://kvaliteta.inet.hr/hdk_povijest.htm" http://kvaliteta.inet.hr/hdk_povijest.htm .  Accessible at  HYPERLINK "http://www.kvaliteta.net/8konferencija/program.pdf" http://www.kvaliteta.net/8konferencija/program.pdf .  School libraries were often staffed with teachers that were, for some reason, unfit for classroom any longer, but were too young to be retired. As a result, those teacher-librarians hated the new position, felt degraded, and were very often unwilling to learn about the new profession and/or turn the school library into an inviting and friendly place for learning and meeting.  Education Sector Development Plan 2005-2010. Zagreb: Republic of Croatia. Ministry of Science, Education and Sports, 2005. P. 7. Strateki okvir za razvoj 2006.-2013. Zagreb: Vlada Republike Hrvatske. Sredianji dr~avni ured za razvojnu strategiju i koordinaciju fondova EU, 2006. P. 22.  See Hrvatski nacionalni obrazovni standard za osnovnu akolu (Croatian National Education Standard for Primary Schools). Accessed on September 4th, 2007 from  HYPERLINK "http://public.mzos.hr/Default.aspx?sec=2199" http://public.mzos.hr/Default.aspx?sec=2199.  By the beginning of the academic year 2010/2011, a binary system is planned to be established to strengthen professional studies while improving polytechnic and higher level schools that would implement such studies. This would provide for better quality university study programmes conducted at universities and the effective division of relative university and professional studies programmes currently simultaneously implemented by universities. P. 46.  Education Sector Development Plan 2005-2010. P. 45.  Bologna Declaration. Accessed on August 29, 2006 from  HYPERLINK "http://www.mzos.hr/Download/2005/05/03/3._BOLOGNA_DECLARATION.pdf" http://www.mzos.hr/Download/2005/05/03/3._BOLOGNA_DECLARATION.pdf  Official Gazette, No. 123/2003.  Official Gazette, No. 105/2004.  Lisbon convention. Accessed on August 29, 2006 from  HYPERLINK "http://www.mzos.hr/Download/2005/05/03/10._Lisbon_convention.pdf" http://www.mzos.hr/Download/2005/05/03/10._Lisbon_convention.pdf Education Sector Development Plan 2005-2010. P.45.  At the ministerial conference on Bologna Process, London, 17-18 May 2007, it was agreed to set up a Register of European Higher Education Quality Assurance Agencies. London Communiqu. Accessed on September 8, 2007 from  HYPERLINK "http://public.mzos.hr/Default.aspx?sec=2268" http://public.mzos.hr/Default.aspx?sec=2268.  Education Sector Development Plan 2005-2010. P.46.  Hrvatska u 21. stoljeu: znanost. Zagreb: Ured za strategiju razvitka Republike Hrvatske. O~ujak 2003.  HYPERLINK "http://www.hrvatska21.hr/download/200303060000001.pdf" http://www.hrvatska21.hr/download/200303060000001.pdf (2003-04-28)  Standards and Guidelines for Quality Assurance in European Higher Education Area. Accessed on September 9, 2007 from  HYPERLINK "http://www.bologna-bergen2005.no/Docs/00_Main_doc/050221_ENQA_report.pdf" www.bologna-bergen2005.no/Docs/00_Main_doc/050221_ENQA_report.pdf  CARDS is a financial and technical EU program founded in 2000. Its main purpose is to aid the countries of South-Eastern Europe in their process of stabilisation.  CARDS 2003. Accessed on September 9, 2007 from  HYPERLINK "http://public.mzos.hr/Default.aspx?sec=1997" http://public.mzos.hr/Default.aspx?sec=1997  For example, in the first half of September 2007 12 fire-fighters tragically lost lives to the fire that broke out at the island of Kornat, part of the Kornati national park. It is certain that from now on fire-fighters and their needs all over Croatia, but especially at the coast, will be given priority in all matters, and particularly when it comes to fund allocations.  Project number:122-1221210-0759. PI: Kornelija Petr  It was approved by Croatian Ministry of Education, Science and Sport (the main funding body within the area of Croatian scientific community)  Petr, K. "Toward a successful taxonomy for Croatian academic libraries" in VINE 35, 4(2005), 210-220.  There are seven Universities in Croatia, and the thesis focused on Josip Juraj Strossmayer University in Osijek (Eastern Croatia).  Stat. ljetop. Repub. Hrvat., 2006., str. 550  In that number we included the National and University Library in Zagreb and two university libraries.  There are seven public Universities in Croatia: University in Dubrovnik, University Josip Juraj Strossmayer in Osijek, University in Rijeka, University in Split, University in Zagreb, University in Zadar and University Juraj Dobrila in Pula that encompass 74 faculties, public polytechnics and public schools of professional higher education. 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In August 2007 there were 1 private and 12 public polytechnics, and 17 private and 12 public schools of professional higher education. Retrieved on August 5th, 2007 from Ministry of Science, Education and Sport  HYPERLINK "http://public.mzos.hr/Default.aspx?sec=2255" http://public.mzos.hr/Default.aspx?sec=2255. In Croatia there is no publication on the topic of performance measurement and professionals interested in this topic are forced to use foreign publications at the moment. However, foreign manuals are written for other countries' library communities and are very often inappropriate for Croatian library practice and experience.  McDonald, J. A. and L. B. Micikas. Academic libraries: dimensions of their effectiveness. Westport, Ct. : Greenwood Press, 1994.  In cases where library employs only one librarian (one-person-library), the librarian will be asked to fill out library directors' version of the questionnaire for a specific library type (academic or public library).  This decision was not easy to make since some of the project members had concerns that online questionnaire would yield low response rate. Finally, it was decided on online questionnaire with a possibility to switch to paper form should it prove necessary.  Considering the number of public and academic libraries in Croatia, 20 public library and 10 academic library directors will be interviewed. Notes will be taken only in case the interviewee objects to recording,.  Instead of requested 30.000 Euros for a 5-year-project, we were granted 12.000 Euros for a 3-year-project.     PAGE  PAGE 4 jklnoqrtuwx~h)hc}mH sH hWV0JmHnHuhX hX0JjhX0JUjh,LUh,Lh)hXmH sH  dh`gdc}h]hgdc} &`#$gdy.,1h. 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