Dr. Frankie Wilson is the Head of Assessment at the Bodleian Libraries, University of Oxford. She provides strategic leadership for assessment throughout the Libraries, including training staff in assessment techniques, and designing and running assessment activities. She has extensive experience in applying a wide range of assessment methodologies (both qualitative and quantitative) to assess the impact of library provision, effectively communicating the results, and achieving changes in service provision to improve customer satisfaction, and productivity. Frankie holds a Doctorate in the field of performance measurement, quality and culture change in academic libraries, and continues to be an active researcher as well as a practitioner. She is a member of the Board of the Northumbria International Conference of Performance Measurement and Metrics in Library and Information Services, and has served on the International Federation of Library Associations Standing Committee on Statistics & Evaluation.