Service level agreements governing outsourcing in university libraries : a survey of practice in four Australian libraries

Abstract

The use of outsourcing agreements is an important new development in the management of university libraries. The aim of this research is to examine the way in which outsourcing is managed, in particular the development and use of service level agreements (SLA). The SLA has attracted comparatively little interest from researchers in either the management or the library management fields. Using qualitative research methods the research analyses document data and perceptions of how outsourcing is controlled, as reported by managers. Practices in technical services departments are analysed within a theoretical framework constructed from the literature. The study found that the university libraries drew on professional knowledge and reengineered the departments in preparation for outsourcing agreements. The written agreement is considered important in establishing the working relationship and service specifications of outsourcing arrangements. Once implemented, SLA documents play a relatively minor role in the management of outsourcing in the four participating university libraries and are not used to judge the quality of the library's service provision.