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Author: Jeremy Atkinson
Publisher: Chandos Publishing
ISBN: 0081001347
Category : Language Arts & Disciplines
Languages : en
Pages : 337
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Book Description
Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes. All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future. Presents a holistic view of the subject, looking at reviews of academic library services, quality assurance and assessment, quality enhancement, and service quality Provides perspectives from authors with different experiences and responsibilities, including those responsible for initiating and managing quality processes in higher education Includes case studies where the authors not only describe the quality processes used, but also seek to review and reflect on their success, limitations, and the impact of their work some time after the event Seeks to be current, comprehensive, and reflective by including the results of surveys/interviews from senior librarians on quality in academic libraries
Author: Jeremy Atkinson
Publisher: Chandos Publishing
ISBN: 0081001347
Category : Language Arts & Disciplines
Languages : en
Pages : 337
Get Book Here
Book Description
Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes. All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future. Presents a holistic view of the subject, looking at reviews of academic library services, quality assurance and assessment, quality enhancement, and service quality Provides perspectives from authors with different experiences and responsibilities, including those responsible for initiating and managing quality processes in higher education Includes case studies where the authors not only describe the quality processes used, but also seek to review and reflect on their success, limitations, and the impact of their work some time after the event Seeks to be current, comprehensive, and reflective by including the results of surveys/interviews from senior librarians on quality in academic libraries
Author: Peter Hernon
Publisher: American Library Association
ISBN: 0838913105
Category : Language Arts & Disciplines
Languages : en
Pages : 552
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Book Description
This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.
Author: Felicia Etim
Publisher: AuthorHouse
ISBN: 1524604712
Category : Education
Languages : en
Pages : 358
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Book Description
There is great consistency throughout these articles, research projects, management schemes, and standards, in and out of librarianship. Does the repetition suggest that the lessons have not yet been learned? Rather, it may be that there is no new silver bullet or shortcut for academic libraries. Experience reveals that one may have the formal process without getting good results and vice versa; the determining factor is whether the library staff, managers, and stakeholders define certain fundamental assumptions about the nature of the enterprise. All the above have in common the following underlying components: The careful definition of goals or of some kind of criteria against which success can be assessed A focus on meeting the needs of the users, as defined by the library and the institution Leadership: a commitment from the top, conscious efforts at ensuring communication, the provision of training and resources for the process of evaluation, the active support of a process to promote shared values The involvement of all levels of staff in goal setting, evaluation, and the improvement of processes and services Integrating a process of evaluation that is continuous and adaptive, whether that process is based on the framework of TQM, strategic planning, or another model
Author: Sara Laughlin
Publisher: ALA Editions
ISBN:
Category : Business & Economics
Languages : en
Pages : 164
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Book Description
Based on more than 50 years of author expertise in organizational improvement, The Quality Library offers a methodology to pinpoint trouble areas and improve processes.
Author: Peter Hernon
Publisher: American Library Association
ISBN: 9780838907894
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
Author: Stacey Marien
Publisher: Purdue University Press
ISBN: 1612495842
Category : Language Arts & Disciplines
Languages : en
Pages : 495
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Book Description
Libraries are experiencing major changes concerning the role of technical services. Technical services librarians also are being challenged about their relevance and role, sometimes revealed by a lack of understanding of the contribution technical services librarians make to building and curating library and archival collections. The threats are real: relocation from central facilities, the dramatic shift to electronic resources, budgetary constraints, and outsourced processing. As a result, technical services departments are reinventing themselves to respond to these and similar challenges while embracing innovative methods and opportunities to advance librarianship in the twenty-first century. Library Technical Services provides case studies that highlight difficult realities, yet embrace exciting opportunities, such as space reclamation, evolving vendor partnerships, metadata, retraining and managing personnel, special collections, and distance education. Written for catalog and metadata librarians and managers of technical services units, this book will inspire and provide practical advice and examples for solving issues many libraries are facing today.
Author: Marcus Elmore
Publisher: R. R. Bowker
ISBN: 9780835248556
Category : Academic libraries
Languages : en
Pages : 0
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Book Description
This seven-volume set offers a core collection of hand-selected titles in 58 curriculum-specific subject areas. Volumes are organized into broad subject areas such as Humanities, Languages and Literature, History, Social Sciences and Professional Studies, Science and Technology, and Interdisciplinary and Area Studies. The seventh volume provides helpful cross-referencing indexes which explain the relationship between RCL subject taxonomy and LC ranges. New to this edition are the inclusion of interdisciplinary subject areas and the selection of electronic resources and web sites essential for undergraduate library collections. Non-book selections will be easily identified by a graphic indicator included in the item record. All selections will be assigned an audience level marker indicating whether the title is most appropriate for lower-division undergraduate, upper-division undergraduate, faculty, or general readership. Records will also include a notation if they previously appeared in BCL3 (Books for College Libraries, 1988) or have been reviewed by Choice.
Author: Stephen Mossop
Publisher: Elsevier
ISBN: 1780634390
Category : Language Arts & Disciplines
Languages : en
Pages : 153
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Book Description
The term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer service is essential. However, the term can be applied in a variety of ways, from a thin veneer of politeness, to an all-encompassing ethic focussing organisational and individual attention on understanding and meeting the needs of the customer. For customers, the library's Front Line team is the 'human face' of the library. How well they do their job can have a massive impact on the quality of the learning experience for many students, and can directly impact upon their success. The importance of their role, and the quality of the services they offer, should not be underestimated – but in an increasingly digital world, and with potentially several thousand individuals visiting every day (whether in person or online), each with their own agendas and requirements, how can the library's Front Line team deliver the personal service that each of these individuals need? Customer Service in Academic Libraries contributes to what academic libraries, as a community, do really well - the sharing of best practice. It brings together, in one place, examples of how Front Line teams from libraries across a wide geographical area - Hong Kong, Australia, Turkey and the United Kingdom – work to 'get it right for their customers'. Between them, they cover a range of institutions including research-intensive, mixed HE/FE, private establishments and shared campuses. All have their own tales to tell, their own emphases, their own ways of doing things – and all bring their own examples of best practice, which it is hoped readers will find useful in their own context. - Discusses 'customer service' in a library setting - Translates 'management theory' into useful practice information - Examines building relationships, meeting customer needs, and marketing and communication - Provides examples of practical experience grounded in recent, transferable experience
Author: Josiline Phiri Chigwada
Publisher:
ISBN: 9781799842255
Category : Academic libraries
Languages : en
Pages :
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Book Description
"This book provides comprehensive research on how libraries can redesign their spaces and roles and remake, repackage, and provide information products and services to suit the student, staff, and society during the Fourth Industrial Revolution and examines the impact of these on libraries"--
Author: Peter Hernon
Publisher: Praeger
ISBN:
Category : Education
Languages : en
Pages : 296
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Book Description
Evaluation, which is a critical component of the planning process, assesses the effectiveness and efficiency of library programs and services in the context of stated goals and objectives. This book views evaluation as a type of research study in which evaluators collect either research or management data. Chapters discuss steps of the evaluation process and provide practical examples of the application of these steps to specific library problems. The overall objectives of the volume are to introduce readers to the relationship between planning and evaluation; to discuss the components of an evaluation study in clear prose so that readers can easily understand the different steps; to foster an attitude that recognizes the importance of evaluation for the development of library programs and services; to offer examples of each component of the evaluation process; to identify writings on evaluation in libraries and information centers; and to encourage organizational change and underscore the importance of evaluation to library decision making.
