Customer Service In Academic Libraries

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Customer Service In Academic Libraries

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Author : Stephen Mossop
language : en
Publisher: Elsevier
Release Date : 2015-10-06

Customer Service In Academic Libraries written by Stephen Mossop and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-10-06 with Language Arts & Disciplines categories.

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 Libraries

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Author : Charles Harmon
language : en
Publisher: Bloomsbury Publishing PLC
Release Date : 2013-02-13

Customer Service In Libraries written by Charles Harmon and has been published by Bloomsbury Publishing PLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-13 with Language Arts & Disciplines categories.

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. As past Public Library Association President Audra Caplan writes in her introduction to this book, “There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality.” If you’ve got all that, here are the best practices to make stellar customer service a reality for your library’s users.

Providing Customer Oriented Services In Academic Libraries

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Author : Chris Pinder
language : en
Publisher: Library Association Publishing (UK)
Release Date : 1996

Providing Customer Oriented Services In Academic Libraries written by Chris Pinder and has been published by Library Association Publishing (UK) this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.

Building A Successful Customer Service Culture

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Author : Maxine Melling
language : en
Publisher: Facet Publishing
Release Date : 2002

Building A Successful Customer Service Culture written by Maxine Melling and has been published by Facet Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Language Arts & Disciplines categories.

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.

Creating The Customer Driven Academic Library

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Author : Jeannette Woodward
language : en
Publisher: American Library Association
Release Date : 2009

Creating The Customer Driven Academic Library written by Jeannette Woodward and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Language Arts & Disciplines categories.

In this book, the author attacks these and other pressing issues facing today's academic librarians. Her trailbrazing strategies centre on keeping the customer's point of view in focus at all times to help you to integrate technology to meet today's student and faculty needs.

An Introduction To Reference Services In Academic Libraries

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Author : Elizabeth Connor
language : en
Publisher: Routledge
Release Date : 2006

An Introduction To Reference Services In Academic Libraries written by Elizabeth Connor and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Education categories.

An Introduction to Reference Services in Academic Libraries is a comprehensive textbook that presents compelling case studies and thought-provoking essays that teach the principles of reference services. Eighteen authorities from private and public academic libraries around the United States offer unique perspectives and solid information in an active learning format that requires students to think and learn. The book provides a stimulating starting point for those learning about planning, managing, and evaluating reference services. Each chapter is thoroughly referenced, and many have charts and activities to help spark student engagement in the learning process. Over 30 tables and figures make complex information easy to access and understand.

Quality And The Academic Library

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Author : Jeremy Atkinson
language : en
Publisher: Chandos Publishing
Release Date : 2016-02-24

Quality And The Academic Library written by Jeremy Atkinson and has been published by Chandos Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-02-24 with Language Arts & Disciplines categories.

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

Peer Assisted Learning In Academic Libraries

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Author : Erin Rinto
language : en
Publisher: Bloomsbury Publishing USA
Release Date : 2017-07-05

Peer Assisted Learning In Academic Libraries written by Erin Rinto and has been published by Bloomsbury Publishing USA this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-05 with Language Arts & Disciplines categories.

Written specifically for academic librarians and library administrators, this book identifies the myriad benefits of peer-assisted learning, exploring how the implementation of peer-assisted learning benefits information literacy instruction, cocurricular outreach, and reference services. In this era of accountability—and stretched budgets—in higher education, librarians need to make instructional programming both highly effective and sustainable. Peer-assisted learning is a methodology that has long been accepted in teaching but is relatively new as applied to academic library instruction, outreach, and reference. This book brings together the most innovative applications of peer-assisted learning in these contexts, explaining specific ways to apply peer-assisted learning in a variety of academic library settings for maximum benefit. This guidebook begins with an extensive literature review of the theoretical underpinnings of peer-assisted learning and the various benefits these programs can provide academic librarians and peer mentors. The bulk of the book's content is organized into three sections that address the subjects of information literacy instruction, cocurricular outreach, and reference services separately. Each section showcases real-world examples of peer-assisted learning at a variety of academic institutions. Through these case studies, readers can fully understand the development, implementation, and assessment of a peer-assisted learning program, and librarians and administrators will see the practical benefits of enriching the experiences of student employees. Practitioners will receive inspiration and guidance through chapters that discuss training activities, identify lessons learned, and explain the implications for further research.

Innovation And Experiential Learning In Academic Libraries

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Author : Sarah Nagle
language : en
Publisher: Bloomsbury Publishing PLC
Release Date : 2022-03-15

Innovation And Experiential Learning In Academic Libraries written by Sarah Nagle and has been published by Bloomsbury Publishing PLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-03-15 with Language Arts & Disciplines categories.

As technology advances and the skills required for the future workforce continue to change rapidly, academic libraries have begun to expand the definition of information literacy and the type of library services they provide to better prepare students for the constantly-developing world they will face upon graduation. More than teaching the newest technologies, information literacy is expanding to help students develop enduring skills such as critical thinking, creativity, problem solving, communication, teamwork, and more. Innovation and Experiential Learning in Academic Libraries: Meeting the Needs of 21st Century Students addresses the multitude of ways that academic librarians are collaborating with faculty and helping students develop these enduring skills by developing and integrating active and experiential learning approaches into teaching activities. This book is divided into three sections. The first section explores the role that library leaders play in supporting and advocating for innovation in information literacy and library services. The second section features case studies from librarians who are implementing novel and multidisciplinary approaches to information literacy and innovative services, such as maker scholarship, digital humanities, undergraduate research experiences, and new active learning strategies. These case studies also highlight how the COVID-19 pandemic has transformed teaching and learning in academic libraries. The final section looks to the future, providing guidance to information professionals on the issues and technologies that will drive transformations of information literacy in the coming years, such as artificial intelligence and new information literacy applications. As such, library administrators, academic librarians, information literacy practitioners, and technologists will benefit from this book.