Assessing Service Quality
Assessing Service Quality

Author: Peter Hernon

Publisher: American Library Association

Published: 2015-05-12

Total Pages: 552

ISBN-13: 0838913083

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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.

Library Science and Administration: Concepts, Methodologies, Tools, and Applications
Library Science and Administration: Concepts, Methodologies, Tools, and Applications

Author: Management Association, Information Resources

Publisher: IGI Global

Published: 2017-11-30

Total Pages: 1771

ISBN-13: 1522539158

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Effective administration of libraries is a crucial part of delivering library services to the public. To develop and implement best practices, librarians must be aware and informed of the recent advances in library administration. Library Science and Administration: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest scholarly material on trends, techniques, and management of libraries and examines the benefits and challenges of library administration. Highlighting a range of pertinent topics such as digital libraries, information sciences, and academic libraries, this multi-volume book is ideally designed for academicians, researchers, practitioners, and librarians seeking current research on library science and administration.

Evaluating Reference Services
Evaluating Reference Services

Author: Jo Bell Whitlatch

Publisher: American Library Association

Published: 2000-08

Total Pages: 236

ISBN-13: 9780838907870

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With this handy new guidebook, reference luminary Jo Bell Whitlatch outlines practical methods for evaluating and delivering excellent reference service to the technology-savvy library user of today.

The Public Library Service
The Public Library Service

Author: International Federation of Library Associations and Institutions. Section of Public Libraries

Publisher: NBD Biblion Publishers

Published: 2001

Total Pages: 178

ISBN-13: 9783598218279

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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.

The Library in the Twenty-first Century
The Library in the Twenty-first Century

Author: Peter Brophy

Publisher: Facet Publishing

Published: 2007

Total Pages: 265

ISBN-13: 1856046060

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Social, cultural and technological developments are revolutionizing library services. The way ahead for the profession is now generally seen as a practical blend of traditional and electronic materials with integrated support services which fit seamlessly into users' normal ways of working. This is leading to a fundamental rethinking of the role of the library in society. Drawing on the author's recent research, this timely second edition of The Library in the Twenty-first Century offers a clear new model of how traditional and electronic sources can co-exist in the library of the future, building on the previous work by focusing on the library as a vehicle for encouraging creativity as well as a provider of information resources. It is now commonplace that libraries have a major role to play as expert intermediaries, helping users to gain access to the tools needed for effective acquisition and use of information, within the broader context of the networked information world. But it is beginning to be recognized that they still have a profounder role within their communities, and this book emphasizes that beyond the intermediary role is the vital requirement to promote understanding and engagement. Written by one of our most experienced librarians and drawing on a range of international research and development experience, this authoritative work offers the following topics: libraries in the modern world the view from the sectors cross-sectoral models the profession's view digital libraries what is a good library? linking users to resources beyond the intermediary the library user the information universe. Readership: This incisive text, supported by an extensive glossary and bibliography, proposes a practical agenda of issues for the information profession to tackle, and is essential reading for both established library practitioners and LIS students, as well as for library managers and administrators across all sectors.

Public Libraries in the 21st Century
Public Libraries in the 21st Century

Author: Dr Anne Goulding

Publisher: Ashgate Publishing, Ltd.

Published: 2012-10-01

Total Pages: 628

ISBN-13: 1409485579

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Public Libraries in the 21st Century presents a comprehensive analysis of the impact of recent policy initiatives directly targeted at public libraries along with broader developments in the public sector environment within which they operate. Key features include: • An exploration of the context within which public libraries are operating and analysis of their role in local and national life; • Examples of best practice in service delivery; • Evaluation of the challenges and opportunities confronting public library managers; • Wide ranging coverage, including information from published and unpublished sources, supplemented by interviews with key stakeholders in the public library sector. The book provides a unique and thorough guide to the contemporary discourses surrounding issues of identity, social purpose, value and strategy facing the public library service.