Quality And The Academic Library

Author : Jeremy Atkinson
Publisher : Chandos Publishing
Page : 336 pages
File Size : 47,5 Mb
Release : 2016-02-24
Category : Language Arts & Disciplines
ISBN : 9780081001349

Get Book

Quality and the Academic Library by Jeremy Atkinson Pdf

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

Author : Jeremy Atkinson
Publisher : Chandos Publishing
Page : 0 pages
File Size : 46,7 Mb
Release : 2016-02-18
Category : Language Arts & Disciplines
ISBN : 0128021055

Get Book

Quality and the Academic Library by Jeremy Atkinson Pdf

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.

Author : Peter Brophy
Publisher : Facet Publishing
Page : 246 pages
File Size : 50,9 Mb
Release : 2005
Category : Language Arts & Disciplines
ISBN : 9781856045278

Get Book

The Academic Library by Peter Brophy Pdf

This authoritative and wide-ranging textbook provides a comprehensive overview of the changing functions of higher education libraries and the organizational cultures in which they operate. It offers an assessment of the impact of such changes on service delivery from both provider and user perspectives, and considers the future role of the academic library. The new edition has been completely updated, with a new chapter on performance measurement and more extensive coverage of: accessibility; information literacy; portals; digital libraries; copyright; institutional repositories; virtual and managed learning environments; and management of change. Written in a readable and accessible style, the book focuses on: the library in the institution users of the academic library the impacts and opportunities of ICTs human resources management and organization of resources collection and access management the academic library building library systems and networks specialist services management and professional issues performance measurement. Readership: This textbook is an indispensable introduction to the range of issues facing academic libraries. Invaluable for new information professionals and for students on information and library studies courses, it also makes stimulating reading for education administrators and academic library managers in both higher and further education. While the book considers emerging scenarios in the United Kingdom in depth, it also draws examples from institutions elsewhere in the world, and is of broad international interest.

Author : Gail Munde,Kenneth Marks
Publisher : Elsevier
Page : 218 pages
File Size : 48,9 Mb
Release : 2009-02-28
Category : Language Arts & Disciplines
ISBN : 9781780630038

Get Book

Surviving the Future by Gail Munde,Kenneth Marks Pdf

Every academic library strives to make improvements - in its services, its effectiveness, and its contributions to overall university success. Every librarian wants to improve library quality, but few are knowledgeable or enthusiastic about the means and mechanisms of quality improvement. This book assists librarians to make sense of data collection, assessment, and comparative evaluation as stepping stones to transformative quality improvement. Creating value lies in a library’s ability to understand, communicate and measure what matters to users, and what can be measured can be managed to successful outcomes. Complex and fragmented subject matter is synthesized into clear and logical presentation Focuses on current research and best practices International in scope

Author : Peter Jordan
Publisher : Routledge
Page : 181 pages
File Size : 40,8 Mb
Release : 2017-03-02
Category : Language Arts & Disciplines
ISBN : 9781351895279

Get Book

The Academic Library and Its Users by Peter Jordan Pdf

The many recent changes in higher and further education mean that it is more important than ever to analyse the needs of academic library users, and both promote and provide the service they require. This constructive book, pervaded throughout by the impact of IT on the learning environment, surveys the influences on today's academic library, and explains how to increase user satisfaction through quality management. The author focuses particularly on users' behaviour in the library, the problems they cause or encounter, and how libraries cope. The book examines the varying needs of undergraduate and graduate, mature and part-time students, overseas students, franchised students, distance learners and other groups with special needs, explaining ways in which these needs can be identified and the service evaluated. One chapter is devoted to research and researchers' information demands. The particular requirements of subject communities and their consequences for academic libraries are also investigated, as well as the requirements of teaching staff and ways in which the library can work with them. The author emphasizes the importance of user education programmes and explains how to promote the library effectively with limited resources. For librarians, heads of services and senior library managers in further and higher education, and those, such as subject librarians, responsible for specific student groups, this book provides a comprehensive and realistic guide to providing and promoting a quality service. Students of librarianship and information management will gain valuable insight from this book into user analysis and improving the performance of information provision.

Author : Peter Hernon,Ellen Altman
Publisher : Praeger
Page : 0 pages
File Size : 54,7 Mb
Release : 1996
Category : Language Arts & Disciplines
ISBN : 9781567502091

Get Book

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 : Roswitha Poll,Peter te Boekhorst,Ramon Abad Hiraldo,International Federation of Library Associations and Institutions. Section of University Libraries and Other General Research Libraries
Publisher : München [Germany] : K.G. Saur
Page : 180 pages
File Size : 51,6 Mb
Release : 1996
Category : Academic libraries
ISBN : UCAL:B4198392

Get Book

Measuring Quality by Roswitha Poll,Peter te Boekhorst,Ramon Abad Hiraldo,International Federation of Library Associations and Institutions. Section of University Libraries and Other General Research Libraries Pdf

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.

Author : Peter Hernon,Ellen Altman,Robert E. Dugan
Publisher : American Library Association
Page : 232 pages
File Size : 41,7 Mb
Release : 2015-05-12
Category : Language Arts & Disciplines
ISBN : 9780838913086

Get Book

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

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.

Author : Luisa Alvite,Leticia Barrionuevo
Publisher : Elsevier
Page : 218 pages
File Size : 47,9 Mb
Release : 2010-12-10
Category : Language Arts & Disciplines
ISBN : 9781780630519

Get Book

Libraries for Users by Luisa Alvite,Leticia Barrionuevo Pdf

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

Author : Peter Hernon,Philip Calvert
Publisher : Libraries Unlimited
Page : 0 pages
File Size : 55,9 Mb
Release : 2005-12-30
Category : Language Arts & Disciplines
ISBN : 1591583004

Get Book

Improving the Quality of Library Services for Students with Disabilities by Peter Hernon,Philip Calvert Pdf

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.

Author : Laura Rounds,Michael Mathews
Publisher : Association of Research Libraries
Page : 348 pages
File Size : 47,5 Mb
Release : 1995
Category : Academic libraries
ISBN : 0918006759

Get Book

Total Quality Management in Academic Libraries by Laura Rounds,Michael Mathews Pdf

This document contains conference papers, other speeches, and supplementary material from the first International Conference on Total Quality Management (TQM) and Academic Libraries, held in 1994. The conference was comprised of four sessions, and the introductory remarks of each are included, along with transcriptions of each session's interview/discussion forums: (1) Opening Session: "The Geometry of Quality in Higher Education" (David T. Seymour); (2) Plenary Session 1: "Is the Customer Always Right? Obtaining the Voice of the Customer" (Sue Rohan); (3) Plenary Session 2: "(Customer + Quality + Peformance)/Measurement=Benchmarking" (William Grundstrom); and (4) Closing Session: "TQM and Libraries: A Formula for Change" (Thomas Shaughnessy). Papers from the sessions include:"Gathering Client Data: What Works?" (Christine Avery & Diane Zabel); "A Model for Reorganization: Applying Quality Principles and Techniques" (Lynne Branche Brown & Nancy Markle Stanley); "TQM: A Flavor-of-the-Month Buzzword or Step One to Designing Processes that Deliver Continuous Value to the Customer?" (John R. Secor); "TQM--Will it Work in Your Library?" (Karyle Butcher); "Benchmarking: A Process for Improvement" (Thomas M. Peischl); "From Quick Start Teams to Home Teams: The Duke TQM Experience" (John Lubans & Heather Gordon); "Performance Appraisal vs. Quality Management; Getting Past the Paradox" (James W. Marcum); and "Performance Appraisal in an Academic Library" (Verna E. George). The appendix contains related visual aids, charts, outlines, and helpful references from 12 other presentations. An annotated bibliography by Anaclare F. Evans recommends 36 books and journal articles on total quality management. (BEW)

Author : Marcy Simons
Publisher : Rowman & Littlefield
Page : 147 pages
File Size : 44,6 Mb
Release : 2017-11-08
Category : Language Arts & Disciplines
ISBN : 9781442273085

Get Book

Academic Library Metamorphosis and Regeneration by Marcy Simons Pdf

Academic Library Metamorphosis and Regeneration continues the discussions around change and transformation that are taking place in the library profession today. Academic libraries are undergoing change at a remarkable rate and have been through transitions that were unthinkable before disruptive technology changed everything. For academic libraries, changes in higher education, scholarly communication, and user expectations are driving a continuous need to adjust, transform, and re-create ourselves. This book explores the changes that led us to where we are today, reviews academic libraries that have transformed, and offers suggestions for those who are beginning a change process.

Author : Roswitha Poll,Peter te Boekhorst
Publisher : Walter de Gruyter
Page : 269 pages
File Size : 45,6 Mb
Release : 2008-11-03
Category : Social Science
ISBN : 9783598440281

Get Book

Measuring Quality by Roswitha Poll,Peter te Boekhorst Pdf

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.

Author : Anonim
Publisher : Primary Research Group Inc
Page : 254 pages
File Size : 43,6 Mb
Release : 2008
Category : Language Arts & Disciplines
ISBN : 9781574401066

Get Book

Academic Library Cataloging Practices Benchmarks by Anonim Pdf

This 254 page report presents data from a survey of the cataloging practices of approximately 80 North American academic libraries. In more than 630 tables of data and related commentary from participating librarians and our analysts, the report gives a broad overview of academic library cataloging practices related to outsourcing, selection and deployment of personnel, salaries, the state of continuing education in cataloging, and much more. Survey participants also discuss how they define the catalogers¿ range of responsibilities, how they train their catalogers, how they assess cataloging quality, whether they use cataloging quotas or other measures to spur productivity, what software and other cataloging technology they use and why, and how they make outsourcing decisions and more. Data is broken out by size and type of college and for public and private colleges. Just a few of the reports many findings are presented below: ¿More than 70% of the libraries in the sample say that their catalogers have salary levels that are comparable to those of public service librarians at their institutions. ¿About 27.3% of the survey participants routinely use paraprofessional staff for original cataloging. Public colleges were more than three times more likely than private colleges to use paraprofessionals for original cataloging, and larger colleges were more than twice as likely as smaller ones to do so. ¿41.56% of the libraries in the sample outsource authority control, obtaining new and updated authority records. ¿About 15.6% of the libraries in the sample outsource the cataloging of e-journals; close to 28% of research universities do so. ¿20.78% of libraries in the sample use MarcEdit or other MARC editor to preview records and globally edit to local standards prior to loading. ¿29.7% of the libraries in the sample have technical services areas that track turnaround time from Acquisitions receipt to Cataloging to shelf-ready distribution. ¿About 24.7% of the libraries in the sample use paraprofessional support staff for master bibliographic record enrichment in OCLC. Most of those doing so were public colleges and offered beyond the B.A. degree. ¿Authority control experience was considered a very important criterion for hiring by only 8.11% of survey participants, while a bit more than 35% considered it important. 21.62% considered authority control experience not so important as a hiring criterion.

Author : Jane Barton,John Blagden
Publisher : Unknown
Page : 164 pages
File Size : 45,6 Mb
Release : 1998
Category : Academic libraries
ISBN : IND:30000060900028

Get Book

Academic Library Effectiveness by Jane Barton,John Blagden Pdf