Customer Service In Academic Libraries

Author : Stephen Mossop
Publisher : Elsevier
Page : 152 pages
File Size : 46,5 Mb
Release : 2015-10-06
Category : Language Arts & Disciplines
ISBN : 9781780634395

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Customer Service in Academic Libraries by Stephen Mossop Pdf

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

Author : Chris Pinder,Maxine Melling
Publisher : Library Association Publishing (UK)
Page : 216 pages
File Size : 45,9 Mb
Release : 1996
Category : Language Arts & Disciplines
ISBN : UIUC:30112003131916

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Providing Customer-oriented Services in Academic Libraries by Chris Pinder,Maxine Melling Pdf

Author : Peter Hernon,John R. Whitman
Publisher : American Library Association
Page : 204 pages
File Size : 40,7 Mb
Release : 2001
Category : Business & Economics
ISBN : 083890789X

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Delivering Satisfaction and Service Quality by Peter Hernon,John R. Whitman Pdf

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.

Author : Charles Harmon,Michael Messina
Publisher : Scarecrow Press
Page : 119 pages
File Size : 48,8 Mb
Release : 2013-02-13
Category : Language Arts & Disciplines
ISBN : 9780810887497

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Customer Service in Libraries by Charles Harmon,Michael Messina Pdf

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.

Author : Maxine Melling,Joyce Little
Publisher : Facet Publishing
Page : 225 pages
File Size : 45,7 Mb
Release : 2002
Category : Language Arts & Disciplines
ISBN : 9781856044493

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Building a Successful Customer-service Culture by Maxine Melling,Joyce Little Pdf

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.

Author : Pat Gannon-Leary,Michael McCarthy
Publisher : Elsevier
Page : 263 pages
File Size : 51,9 Mb
Release : 2010-03-15
Category : Language Arts & Disciplines
ISBN : 9781780630311

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Customer Care by Pat Gannon-Leary,Michael McCarthy Pdf

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

Author : Peter Hernon,Ellen Altman
Publisher : American Library Association
Page : 226 pages
File Size : 50,7 Mb
Release : 2010-01-19
Category : Business & Economics
ISBN : 9780838910214

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Assessing Service Quality by Peter Hernon,Ellen Altman Pdf

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.

Author : Anonim
Publisher : Association of Research Libr
Page : 110 pages
File Size : 54,7 Mb
Release : 1998
Category : Academic libraries
ISBN : UOM:39015042827652

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Customer Service Programs in ARL Libraries by Anonim Pdf

Author : Peter Hernon,Ellen Altman
Publisher : Praeger
Page : 0 pages
File Size : 42,9 Mb
Release : 1996
Category : Language Arts & Disciplines
ISBN : 9781567502091

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Service Quality in Academic Libraries by Peter Hernon,Ellen Altman Pdf

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.

Author : Iiris Kuusinen,Maria Nurminen
Publisher : Unknown
Page : 97 pages
File Size : 52,8 Mb
Release : 1999
Category : Academic libraries
ISBN : 9513730506

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Evaluation of Customer Service in the Academic Library by Iiris Kuusinen,Maria Nurminen Pdf

Author : Pat Weaver-Meyers,Wilbur A. Stolt,Yem S. Fong
Publisher : Psychology Press
Page : 276 pages
File Size : 43,7 Mb
Release : 1996
Category : Consumer satisfaction
ISBN : 9780789000132

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Interlibrary Loan/document Delivery and Customer Satisfaction by Pat Weaver-Meyers,Wilbur A. Stolt,Yem S. Fong Pdf

This book contains the results of the first and only multi-institution study of interlibrary loan and document delivery customer satisfaction among academic library patrons. By examining customer perceptions and ILL/DD activities, Interlibrary Loan/Document Delivery and Customer Satisfaction: Strategies for Redesigning Services allows library administrators and managers to better understand service needs and shows them where to best allocate resources. The volume includes current reports on workload and staffing in ILL, analysis of current ILL statistical software packages, reports of on-site software development, and suggestions for the future of ILL/DD services. As ILL and DD are the fastest growing services in academic libraries, having a tool that provides so much comparative data on service quality, efficiency, and effectiveness is crucial for librarians in search of solutions to an array of ILL/DD problems.Interlibrary Loan/Document Delivery and Customer Satisfaction is a valuable resource for academic librarians, public and special librarians struggling with ILL/DD issues, DD providers (commercial or otherwise), and students in the field of library and information studies. Readers become immersed in the issues as this book: describes the development of local software to reduce the tedious tasks involved in request fulfillment, freeing office personnel to tackle more difficult requests analyzes how important delivery speed is to academic ILL/DD requestors and suggests when investing additional resources in improving delivery speed may be a waste of money provides comparative data on how many requests can be processed by the typical ILL office staff member debunks some long-held assumptions about delivery speed sets guidelines for efficiency and effectiveness proposes two strategies for redesigning ILL services to incorporate new developments in technology and innovative approaches toward long-standing, traditional servicesInterlibrary Loan/Document Delivery and Customer Satisfaction is useful not only to administrators interested in redesigning ILL and DD, but also to other libraries interested in comparing the speed and effectiveness of their service with some positively evaluated services provided by high-volume libraries. The software review helps providers implement the best choice of software for their offices and provides in-depth discussions about the strategies needed to further develop one's own software to reduce workload. At a time when the tenets of Total Quality Management and customer satisfaction are the focus of many managers, interlibrary loan and document delivery are transforming from peripheral services to primary services in the academic library. Interlibrary Loan/Document Delivery and Customer Satisfaction reflects the convergence of these trends and provides a great snapshot of services provided by a representative group of academic libraries.

Author : Peter Hernon,Ellen Altman,Robert E. Dugan
Publisher : American Library Association
Page : 507 pages
File Size : 43,7 Mb
Release : 2015-05-12
Category : Language Arts & Disciplines
ISBN : 9780838913109

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Assessing Service Quality by Peter Hernon,Ellen Altman,Robert E. Dugan Pdf

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.

Author : Linda S Katz
Publisher : Routledge
Page : 302 pages
File Size : 51,5 Mb
Release : 2013-05-13
Category : Language Arts & Disciplines
ISBN : 9781136588020

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Library Users and Reference Services by Linda S Katz Pdf

This useful book helps reference librarians understand the information seeking needs and behaviors of the diverse groups of people in the communities they serve. With the increasing diversity of the American population, librarians striving to plan and deliver excellent reference services must enhance their understanding of how best to assist many types of individuals and groups, from children to the elderly. Library Users and Reference Services provides much-needed help in this area, delivering strategies and methods to aid readers in their quest for increasingly effective service for all members of the communities in which they work.Library Users and Reference Services is divided into four sections of chapters which cover a broad range of topics to assist readers in planning and delivering appropriate services. Section One explores customer service, economics of information, and marketing as key concepts useful in studying information needs of specific groups in the population. Section Two focuses on scholars and students in three broad academic disciplines: science, humanities, and social sciences. Section Three covers groups with special characteristics such as age, economic standing, gender, or profession. Section Four discusses evaluation and provides guidance in the use of the most widely accepted measures for assessing reference effectiveness.The book’s final chapter explores redesigning reference services for the future, providing a glimpse of how such services may change. Library Users and Reference Services is a practical guide to help readers understand the many issues related to serving diverse populations in a community. Reference librarians and graduate library school students and faculty will learn more effective ways to help a heterogeneous public with the help of this new book.

Author : Jeannette Woodward
Publisher : American Library Association
Page : 209 pages
File Size : 40,9 Mb
Release : 2009
Category : Language Arts & Disciplines
ISBN : 9780838909768

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Creating the Customer-Driven Academic Library by Jeannette Woodward Pdf

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.

Author : Yvonne Amar Frey
Publisher : American Library Association
Page : 209 pages
File Size : 52,8 Mb
Release : 2005
Category : Crafts & Hobbies
ISBN : 9780838998120

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One-person Puppetry Streamlined & Simplified by Yvonne Amar Frey Pdf

Most guides to puppetry assume elaborate set-ups. With library staffing and budgets stretched thin and other curricular commitments for teachers, few have the time or resources to develop full-blown puppet performances. Frey provides a puppet alternative to enrich story times, book talks and other library events for children of all ages.