June 12, 2021

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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.

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

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
GET BOOK

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.

Customer Care

Customer Care
Author : Pat Gannon-Leary,Michael McCarthy
Publisher : Elsevier
Release Date : 2010-03-15
Category : Education
Total pages :262
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Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. Dual use – reference work and/or training manual Potential as a text book Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services

Stellar Customer Service: Training Library Staff to Exceed Expectations

Stellar Customer Service: Training Library Staff to Exceed Expectations
Author : Mou Chakraborty
Publisher : ABC-CLIO
Release Date : 2016-08-29
Category : Language Arts & Disciplines
Total pages :213
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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

Assessing Service Quality

Assessing Service Quality
Author : Peter Hernon,Ellen Altman,Robert E. Dugan
Publisher : American Library Association
Release Date : 2015-05-12
Category : Language Arts & Disciplines
Total pages :232
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Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. 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. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.

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

Building a Successful Customer-service Culture

Building a Successful Customer-service Culture
Author : Maxine Melling,Joyce Little
Publisher : Facet Publishing
Release Date : 2002
Category : Language Arts & Disciplines
Total pages :212
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As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.

Digital Reference Services in Academic Libraries

Digital Reference Services in Academic Libraries
Author : Ab. Kadir Wan Dollah (Wan.)
Publisher : Unknown
Release Date : 2012
Category : Academic libraries
Total pages :156
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Managing Integrated First-Line Support in Academic Libraries

Managing Integrated First-Line Support in Academic Libraries
Author : Mike Berrington,Julie Partridge
Publisher : Elsevier
Release Date : 2014-10-15
Category : Language Arts & Disciplines
Total pages :200
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The academic library service environment is changing, higher education is becoming increasingly consumer-oriented and libraries are part of the institutional response to that trend. In particular, the experience of day-to-day interaction with library services is affected by this - student expectations have rightly increased and libraries in the U.K. and elsewhere are looking for ways of presenting their services in a joined-up student centric way. Managing Integrated First-Line Support in Academic Libraries offers answers to these challenges. The book begins by tracing the development of the student as customer, before defining support from a customer perspective. Next, it looks at the basis of an integrated first-line support service, the challenges and opportunities of staff recruitment and training, before looking at how to monitor service quality, and the use of technology in first-line support. Managing Integrated First-Line Support concludes with an eye to the future of integrated support.

Assessing Service Quality

Assessing Service Quality
Author : Peter Hernon,Ellen Altman
Publisher : Amer Library Assn
Release Date : 1998
Category : Language Arts & Disciplines
Total pages :243
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Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries. The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations.

Creating the Customer-driven Academic Library

Creating the Customer-driven Academic Library
Author : Jeannette A. Woodward
Publisher : American Library Association
Release Date : 2009
Category : Business & Economics
Total pages :194
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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. In this book Jeannette Woodward attacks these and other pressing issues facing todays academic librarians.

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

Delivering Satisfaction and Service Quality

Delivering Satisfaction and Service Quality
Author : Peter Hernon,John R. Whitman
Publisher : American Library Association
Release Date : 2001
Category : Business & Economics
Total pages :181
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Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends.

Australian Academic and Research Libraries

Australian Academic and Research Libraries
Author : Anonim
Publisher : Unknown
Release Date : 1997
Category : Academic libraries
Total pages :129
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