November 28, 2020

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Customer Service in Academic Libraries

Customer Service in Academic Libraries
Author : Stephen Mossop
Publisher : Elsevier
Release Date : 2015-10-06
Category : Language Arts & Disciplines
Total pages :152
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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

Customer Service in Academic Libraries

Customer Service in Academic Libraries
Author : Stephen Mossop
Publisher : Chandos Publishing
Release Date : 2015-10-15
Category :
Total pages :152
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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

Service Quality in Academic Libraries

Service Quality in Academic Libraries
Author : Peter Hernon,Ellen Altman
Publisher : Greenwood Publishing Group
Release Date : 1996
Category : Language Arts & Disciplines
Total pages :187
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Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Quality and the Academic Library

Quality and the Academic Library
Author : Jeremy Atkinson
Publisher : Chandos Publishing
Release Date : 2016-02-24
Category : Language Arts & Disciplines
Total pages :336
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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

Cases on Research Support Services in Academic Libraries

Cases on Research Support Services in Academic Libraries
Author : Fernández-Marcial, Viviana,González-Solar, Llarina
Publisher : IGI Global
Release Date : 2020-08-28
Category : Language Arts & Disciplines
Total pages :344
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Academic libraries have traditionally had two key functions, to support teaching and to support research. In an evolving and competitive university environment, along with the emergence of various technologies and substantial changes in scientific communication, university management has reached a turning point. Academic libraries are facing a paradigm shift in the role they need to play to achieve the research objectives of universities. Research support services in academic libraries have evolved as a response to these changes. They are heterogeneous, adapt to their university culture, adopt different points of view, take different approaches in their organizational structures, and include a diverse catalog of activities. Having an overview of different experiences will allow libraries to adopt best practices, redefine services, and even establish new management and collaboration models. Cases on Research Support Services in Academic Libraries is a critical scholarly resource that uses case studies to systematize the experiences of research support services in academic libraries for the support of higher education faculty. The cases focus on such items as the role of technology and its impact as well as how these services help to improve the excellence of universities. Featuring a wide range of topics such as library services, data management, and open science, this book is ideal for librarians, academicians, professionals, researchers, and students.

Stellar Customer Service

Stellar Customer Service
Author : Moushumi Chakraborty
Publisher : Unknown
Release Date : 2016-02-11
Category : Language Arts & Disciplines
Total pages :176
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From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. * Provides model staff training programs that have been proven successful in real-world applications * Addresses how to improve the delivery of customer service at all levels of personnel—librarians, general staff, student workers, and volunteers * Includes guidelines on re-training and evaluation of customer service training needs

Creating the Customer-Driven Academic Library

Creating the Customer-Driven Academic Library
Author : Jeannette Woodward
Publisher : American Library Association
Release Date : 2009-01-01
Category : Language Arts & Disciplines
Total pages :208
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Librarians are now faced with marketing to a generation of students who log on rather than walk in and this cutting-edge book supplies the tools needed to keep customers coming through the door.

Customer Service in Academic Libraries

Customer Service in Academic Libraries
Author : Stephen Mossop
Publisher : Elsevier
Release Date : 2015-10-06
Category : Language Arts & Disciplines
Total pages :152
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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

Libraries for Users

Libraries for Users
Author : Luisa Alvite,Leticia Barrionuevo
Publisher : Elsevier
Release Date : 2010-12-10
Category : Language Arts & Disciplines
Total pages :218
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This book reviews the quality and evolution of academic library services. It revises service trends offered by academic libraries and the challenge of enhancing traditional ones such as: catalogues, repositories and digital collections, learning resources centres, virtual reference services, information literacy and 2.0 tools. Studies the role of the university library in the new educational environment of higher education Rethinks libraries in academic context Redefines roles for academic libraries

Assessing Service Quality

Assessing Service Quality
Author : Peter Hernon,Ellen Altman
Publisher : American Library Association
Release Date : 2010-01
Category : Business & Economics
Total pages :206
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If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, and challenge librarians to think about customer service in new ways. --from publisher description.

Meeting the Needs of Student Users in Academic Libraries

Meeting the Needs of Student Users in Academic Libraries
Author : Michele Crump,LeiLani Freund
Publisher : Elsevier
Release Date : 2012-10-04
Category : Business & Economics
Total pages :222
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Meeting the Needs of Student Users in Academic Libraries surveys and evaluates the current practice of learning commons and research services within the academic library community in order to determine if these learning spaces are functioning as intended. To evaluate their findings, the authors examine the measurement tools that libraries have used to evaluate usage and satisfaction, including contemporary anthropological studies that provide a more detailed view of the student’s approach to research. The book takes a candid look at these redesigns and asks if improvements have lived up to expectations of increased service and user satisfaction. Are librarians using these findings to inform the evolution and implementation of new service models, or have they simply put a new shade of lipstick on the pig? Takes an honest look at learning commons in academic libraries and discusses what is working and what is not Explores behind the statistics as to why users come to the library; does the librarians’ concept of ‘the library as place’ match user perception? Looks at the anthropology of the user to gauge satisfaction with the services and space provided by the library via recent survey findings

Customer Service in Libraries

Customer Service in Libraries
Author : Charles Harmon,Michael Messina
Publisher : Scarecrow Press
Release Date : 2013-02-13
Category : Language Arts & Disciplines
Total pages :118
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In this book, nine librarians from across the country describe their libraries’ best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers.

Managing Academic Libraries

Managing Academic Libraries
Author : Susan Higgins
Publisher : Elsevier
Release Date : 2016-10-11
Category : Business & Economics
Total pages :110
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Managing Academic Libraries: Principles and Practice is aimed at professionals within the Library and Information Services (LIS) who are interested in learning more about the management of academic libraries. Written against a backdrop made up of the changes that digital technology has brought to academic libraries, this book uncovers how the library has changed its meaning from a physical to virtual icon and its effect on culture. The book aims to provide managers and students of LIS at all levels with the necessary management principles and practices needed to respond proactively to diverse audiences, while also keeping a focus on the purposes of higher education. In addition, readers will find an examination of various aspects of library management and reviews on key management techniques that can be used for successful interpretation and implementation of academic library mission statements. Provides tactics on how to manage the centrality of learning and reading in academic libraries Includes best practices on managing a learning organization Covers proactive management principles and practices that are needed to respond to diverse audiences

Reimagining the Academic Library

Reimagining the Academic Library
Author : David W. Lewis
Publisher : Rowman & Littlefield
Release Date : 2016-05-04
Category : Language Arts & Disciplines
Total pages :192
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Academic libraries are in the midst of significant disruption. Academic librarians and university administrators know they need to change, but are not sure how. Bits and pieces of what needs to happen are clear, but the whole picture is hard to grasp. Reimagining the Academic Library paints a simple straightforward picture of the changes affecting academic libraries and what academic librarians need to do to respond to the changes would help to guide future library practice. The aim is to explain where academic libraries need to go and how to get there in a book that can be read in a weekend. David Lewis provides a readable survey of the current state of academic library practice and proposes where academic libraries need to go in the future to provide value to their campuses. His primary focus is on collections as this is the area with the greatest opportunity for change and is the driver of most library cost. Lewis provides an accessible framework for thinking about how library practice needs to adjust in the digital environment. The book will be useful not only to academic librarians, but also for librarians to share with presidents and provosts who a concise source for understanding where and how to focus their expenditures on libraries.

The Value of Academic Libraries

The Value of Academic Libraries
Author : Megan Oakleaf
Publisher : Assoc of Cllge & Rsrch Libr
Release Date : 2010
Category : Education
Total pages :184
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This report provides Association of College and Research Libraries (ACRL) leaders and the academic community with a clear view of the current state of the literature on value of libraries within an institutional context, suggestions for immediate "Next Steps" in the demonstration of academic library value, and a "Research Agenda" for articulating academic library value. Its focus is to help librarians understand, based on professional literature, the current answer to the question, "How does the library advance the missions of the institution?" This report is also of interest to higher educational professionals external to libraries, including senior leaders, administrators, faculty, and student affairs professionals.