Quality Services In Academic Libraries
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Quality Services In Academic Libraries
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Author : Felicia Etim
language : en
Publisher: AuthorHouse
Release Date : 2016-06-25
Quality Services In Academic Libraries written by Felicia Etim and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-25 with Education categories.
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
Service Quality In Academic Libraries
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Author : Peter Hernon
language : en
Publisher: Praeger
Release Date : 1996
Service Quality In Academic Libraries written by Peter Hernon and has been published by Praeger this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.
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.
Assessing Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2010-01-19
Assessing Service Quality written by Peter Hernon 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 2010-01-19 with Business & Economics categories.
This classic book is brought fully up to date as Hernon and 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, challenging librarians to think about customer service in new ways.
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.
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
Quality Library Services In New Era
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Author :
language : en
Publisher:
Release Date : 2021
Quality Library Services In New Era written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021 with categories.
Measuring Quality
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Author : Roswitha Poll
language : en
Publisher: Walter de Gruyter
Release Date : 2008-11-03
Measuring Quality written by Roswitha Poll and has been published by Walter de Gruyter this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-11-03 with Language Arts & Disciplines categories.
The first edition of this handbook appeared in 1996 and dealt with academic libraries. It gained wide acceptance and was translated into five other languages. After ten years the new edition widens the perspective to public libraries and adds indicators for electronic services and cost-effectiveness. The handbook has been considerably enlarged, from 17 to 40 indicators. It gives practical help by showing examples of possible results for each indicator. The handbook is intended as practical instrument for the evaluation of library services. Although it aims specifically at academic and public libraries, most indicators will also apply to all other types of libraries.
Delivering Satisfaction And Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001
Delivering Satisfaction And Service Quality written by Peter Hernon 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 2001 with Business & Economics categories.
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.
Measuring Quality
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Author : Roswitha Poll
language : en
Publisher: München [Germany] : K.G. Saur
Release Date : 1996
Measuring Quality written by Roswitha Poll and has been published by München [Germany] : K.G. Saur this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Education categories.
The International Federation of Library Associations and Institutions (IFLA) is the leading international body representing the interests of library and information services and their users. It is the global voice of the information profession. The series IFLA Publications deals with many of the means through which libraries, information centres, and information professionals worldwide can formulate their goals, exert their influence as a group, protect their interests, and find solutions to global problems.
Improving The Quality Of Library Services For Students With Disabilities
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Author : Peter Hernon
language : en
Publisher: Libraries Unlimited
Release Date : 2005-12-30
Improving The Quality Of Library Services For Students With Disabilities written by Peter Hernon and has been published by Libraries Unlimited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-12-30 with Language Arts & Disciplines categories.
The development and promotion of appropriate services for students with disabilities has been an integral part of the academic library since the 1990s. There remains, however, a dearth of literature—in marketing, library and information science, and other disciplines—that applies quality assessment instruments to existing programs. With this in mind, Hernon and Calvert present two versions of a data collection instrument, designed to compare the expectations of special students with their perceptions of how well a given service met their needs. Descriptions of successful initiatives at a variety of academic libraries are also included. Adaptive technologies. Anti-discrimination laws. Equity and compliance issues. In-house policies (and politics). All of these support, in one form or another, the development and promotion of appropriate services for students with physical, learning, or, increasingly, psychological disabilities. But what of service quality? To date, there is a dearth of literature—in marketing, library and information science, and other disciplines—that applies quality assessment instruments to programs for special student populations. Not until now has anyone compared the expectations of such students with their perceptions of how well a given service meets their needs. Peter Hernon, Philip Calvert, and their colleagues—Kathleen Rogers, Todd K. Herriott, and Ava Gibson—discuss the circumstances affecting services for the disabled, and provide two versions of a data collection instrument, loosely based on SERVQUAL, that individual institutions can modify to reflect their particular needs and situations. International in scope, it incorporates the perspective of university attorneys and compliance officers, as well as descriptions of successful initiatives by senior library administrators in the U.S. (Larry Hardesty, Rush G. Miller, Sarah Hamrick, and Jennifer Lann) and New Zealand (Helen Renwick, Philip Jane, and John Redmayne.) Improving the Quality of Library Services for Students with Disabilities will assist libraries and other service components of academic institutions to adopt a proactive position, as well as challenge staff assumptions of service expectations and information needs.