Library and its reputation: on the trail of measurement to build a new narrative

Abstract

The paper reflects on La biblioteca pubblica e la sua reputazione, Maria Stella Rasetti’s last book, published by Editrice bibliografica. The reflection starts from the reputation as object of study of different disciplines (such as communication, marketing, economics, sociology) and analyzes the importance of library reputation, closely associated with identity and image. Rasetti identifies four classes to place Italian public libraries and proposes a model to measure library reputation, adapted from business models, which uses personalized questionnaires for each class. The paper analyzes model validity and contextualizes it in the field of user satisfaction, performance and libraries impact. The hope is that measuring reputation can help public libraries to build a new narrative that overcomes public administration stereotypes of which they are victims, and to equip citizens with useful skills for work, everyday and social life, making them active and conscious protagonists.