Skip to main content

Customer Service In Academic Libraries

In Order to Read Online or Download Customer Service In Academic Libraries Full eBooks in PDF, EPUB, Tuebl and Mobi you need to create a Free account. Get any books you like and read everywhere you want. Fast Download Speed ~ Commercial & Ad Free. We cannot guarantee that every book is in the library!

Customer Service in Academic Libraries

Customer Service in Academic Libraries Book
Author : Stephen Mossop
Publisher : Elsevier
Release : 2015-10-06
ISBN : 1780634390
Language : En, Es, Fr & De

GET BOOK

Book Description :

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

Service Quality in Academic Libraries

Service Quality in Academic Libraries Book
Author : Peter Hernon,Ellen Altman
Publisher : Greenwood Publishing Group
Release : 1996
ISBN : 9781567502091
Language : En, Es, Fr & De

GET BOOK

Book Description :

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.

One person Puppetry Streamlined and Simplified

One person Puppetry Streamlined and Simplified Book
Author : Yvonne Amar Frey
Publisher : American Library Association
Release : 2005-01-01
ISBN : 0838998127
Language : En, Es, Fr & De

GET BOOK

Book Description :

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.

Quality and the Academic Library

Quality and the Academic Library Book
Author : Jeremy Atkinson
Publisher : Chandos Publishing
Release : 2016-02-24
ISBN : 0081001347
Language : En, Es, Fr & De

GET BOOK

Book Description :

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

Digital reference services in academic libraries

Digital reference services in academic libraries Book
Author : Wan Ab Kadir Wan Dollah
Publisher : The University of Malaya Press
Release : 2012
ISBN : 9831009797
Language : En, Es, Fr & De

GET BOOK

Book Description :

Digital Reference Services in Academic Libraries presents the background of DRS, evolution of DRS, the concept of DRS, emerging models of DRS, benefits and limitation of DRS, personalized services, trends and challenges, technological developments, evaluation and guidelines, effectiveness and DRS in academic libraries. The case study examined the existing status of digital reference services (DRS) in four selected public academic libraries in Malaysia. Focused is given on the awareness, usage, users’ perception, users’ satisfaction, library’s performance, and looked at the perceived needs, issues and problems faced by librarians and students. The study is important to determine how academic librarians are exploiting the latest information and communication technologies to improve reference service operations. Recommendations are made on the need for the implementation of synchronous DRS, enhancing the role of DRS, marketing and promotion, staff training, user education programmes and cooperation. The main contribution of this book is the assessment of effectiveness of DRS in academic libraries in Malaysia, the identification of perceived needs, issues and problems and suggestions on the areas of improvement in the use of DRS. In the process, a conceptual model for the effectiveness of the implementation of DRS in academic libraries in Malaysia is presented. The author also proposes directions for future research in the area of DRS.

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries Book
Author : Elizabeth Connor
Publisher : Routledge
Release : 2013-01-11
ISBN : 1136802487
Language : En, Es, Fr & De

GET BOOK

Book Description :

An introductory text on various aspects of reference services—that requires your students to think! 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. An Introduction to Reference Services in Academic Libraries is a valuable teaching resource that helps college teachers to move beyond traditional passive learning to more effective active learning. Each chapter’s interest-sparking activities and questions challenge students to dynamically search out solutions to specific problems. The text takes a broad, informative—and at times amusing—look at the foundations of reference services, using the uniquely creative activities and questions to make difficult topics such as virtual reference services, relational reference, academic portfolios, and reference cost calculators easy to learn. The book is thoroughly referenced, and many chapters include charts and special activities to help spark student engagement in the learning process. Over thirty tables and figures make complex information easy to access and understand. An Introduction to Reference Services in Academic Libraries includes discussions on: virtual information literacy tutorials the minimal and maximal models of reference functions—and the smooth transition to the triage model marketing strategies to attract male faculty the reference desk as impediment to accessibility relational reference virtual reference—including instant messaging and software issues guidance, assistance, and instruction of students reference assistance, outreach, and instructions maintaining high quality service—while maximizing the time of reference librarians collection development policies evaluating reference costs diversity librarians ranking on level with faculty positions the importance—and development—of teaching portfolios unusual library patrons and more! An Introduction to Reference Services in Academic Libraries is a stimulating teaching resource that is perfect for library school students, entry-level academic librarians, library support staff, mid-career librarians new to academic libraries, and library school faculty.

Building a Successful Customer service Culture

Building a Successful Customer service Culture Book
Author : Maxine Melling,Joyce Little
Publisher : Facet Publishing
Release : 2002
ISBN : 1856044491
Language : En, Es, Fr & De

GET BOOK

Book Description :

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.

Marketing Today s Academic Library

Marketing Today s Academic Library Book
Author : Brian Scott Mathews
Publisher : American Library Association
Release : 2009
ISBN : 0838909841
Language : En, Es, Fr & De

GET BOOK

Book Description :

In this study, Brian Mathews uses his vast experience to speak directly to the academic library practitioner about matching services with user needs. This book proposes new visions and ideas, challenging the traditional way of thinking and providing a framework to target users more precisely.

Creating the Customer driven Academic Library

Creating the Customer driven Academic Library Book
Author : Jeannette A. Woodward
Publisher : American Library Association
Release : 2009
ISBN : 0838909760
Language : En, Es, Fr & De

GET BOOK

Book Description :

Librarians are now faced with marketing to a generation of students who log on rather than walk in and this cutting edge book supplies the tools needed to keep customers coming through the door. In this book Jeannette Woodward attacks these and other pressing issues facing todays academic librarians.

Delivering Satisfaction and Service Quality

Delivering Satisfaction and Service Quality Book
Author : Peter Hernon,John R. Whitman
Publisher : American Library Association
Release : 2001
ISBN : 9780838907894
Language : En, Es, Fr & De

GET BOOK

Book Description :

Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends.

Supply Chain Management for Collection Services of Academic Libraries

Supply Chain Management for Collection Services of Academic Libraries Book
Author : John Wang
Publisher : Chandos Publishing
Release : 2017-08-23
ISBN : 0081020325
Language : En, Es, Fr & De

GET BOOK

Book Description :

Library Supply Chain Management for Collection Services of Academic Libraries: Solving Operational Challenges and Enhancing User Productivity contains three sections, each comprised of several topical chapters on a particular subject. Part One explains why supply chain management is vital to libraries. Part Two builds on Part One, beginning with a classic supply chain model, including its brief history and current development. Part Three suggests a theoretical supply chain model based on emerging technological advancements of society. This model will develop based on four components, user goals, workflow efficiency, financial stewardship and core services. Introduces supply chain management to library and information science Provides the first study on supply chain integration for libraries to fulfill their mission in knowledge management and delivery Provides practitioners and researchers with a model and theoretical framework of the supply chain to further study library science Inspires researchers and practitioners to embrace or adopt emerging technologies for service and operational optimization

The Human Side of Reference and Information Services in Academic Libraries

The Human Side of Reference and Information Services in Academic Libraries Book
Author : Lesley Farmer
Publisher : Elsevier
Release : 2007-01-31
ISBN : 1780631006
Language : En, Es, Fr & De

GET BOOK

Book Description :

This book examines the questions: how academic libraries provide value-added reference and information services in the digital age. It provides best practices from a global perspective. The book starts by looking at the information needs and info-seeking behaviours of university students and faculty. Then it examines the use cycle: consumer, instruction, and producer. It examines the resource cycle: collection development, instructor, maintenance. What are the essential elements of reference: orientation, instruction, collaborative planning, products? Focuses on information needs and information-seeking behaviours of academic library stakeholders (faculty, students, community) Focuses on technologies: impact on reference and information services (selection, access, interaction, instruction, administration), focusing on the human issues Emphasizes collaborative aspects of reference/info services (with faculty for program/course instruction, with computer services for digital integration, with other libraries for resource

Managing Integrated First Line Support in Academic Libraries

Managing Integrated First Line Support in Academic Libraries Book
Author : Mike Berrington,Julie Partridge
Publisher : Elsevier
Release : 2014-10-15
ISBN : 9781780633701
Language : En, Es, Fr & De

GET BOOK

Book Description :

The academic library service environment is changing, higher education is becoming increasingly consumer-oriented and libraries are part of the institutional response to that trend. In particular, the experience of day-to-day interaction with library services is affected by this - student expectations have rightly increased and libraries in the U.K. and elsewhere are looking for ways of presenting their services in a joined-up student centric way. Managing Integrated First-Line Support in Academic Libraries offers answers to these challenges. The book begins by tracing the development of the student as customer, before defining support from a customer perspective. Next, it looks at the basis of an integrated first-line support service, the challenges and opportunities of staff recruitment and training, before looking at how to monitor service quality, and the use of technology in first-line support. Managing Integrated First-Line Support concludes with an eye to the future of integrated support.

Cases on Research Support Services in Academic Libraries

Cases on Research Support Services in Academic Libraries Book
Author : Fernández-Marcial, Viviana,González-Solar, Llarina
Publisher : IGI Global
Release : 2020-08-28
ISBN : 1799845478
Language : En, Es, Fr & De

GET BOOK

Book Description :

Academic libraries have traditionally had two key functions, to support teaching and to support research. In an evolving and competitive university environment, along with the emergence of various technologies and substantial changes in scientific communication, university management has reached a turning point. Academic libraries are facing a paradigm shift in the role they need to play to achieve the research objectives of universities. Research support services in academic libraries have evolved as a response to these changes. They are heterogeneous, adapt to their university culture, adopt different points of view, take different approaches in their organizational structures, and include a diverse catalog of activities. Having an overview of different experiences will allow libraries to adopt best practices, redefine services, and even establish new management and collaboration models. Cases on Research Support Services in Academic Libraries is a critical scholarly resource that uses case studies to systematize the experiences of research support services in academic libraries for the support of higher education faculty. The cases focus on such items as the role of technology and its impact as well as how these services help to improve the excellence of universities. Featuring a wide range of topics such as library services, data management, and open science, this book is ideal for librarians, academicians, professionals, researchers, and students.

Stellar Customer Service Training Library Staff to Exceed Expectations

Stellar Customer Service  Training Library Staff to Exceed Expectations Book
Author : Mou Chakraborty
Publisher : ABC-CLIO
Release : 2016-08-29
ISBN : 1440840776
Language : En, Es, Fr & De

GET BOOK

Book Description :

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. • Provides model staff training programs that have been proven successful in real-world applications • Addresses how to improve the delivery of customer service at all levels of personnel—librarians, general staff, student workers, and volunteers • Includes guidelines on re-training and evaluation of customer service training needs

The Changing Academic Library

The Changing Academic Library Book
Author : John Budd
Publisher : Assoc of Cllge & Rsrch Libr
Release : 2005
ISBN : 9780838983188
Language : En, Es, Fr & De

GET BOOK

Book Description :

"The Changing Academic Library is a revision of Budd's The Academic Library: Its Context, Its Purpose, and Its Operation. This book has been completely updated and revised to reflect the dynamic states of higher education and academic libraries. It presents a critical examination of major issues facing colleges and universities and the unique challenges that their libraries must come to grips with. Current practice is reviewed, but it is examined in the broader context of educational needs, scholarly communication, politics and economics, technology, and the nature of complex organizations."--Publisher's description.

The Evaluation and Measurement of Library Services 2nd Edition

The Evaluation and Measurement of Library Services  2nd Edition Book
Author : Joseph R. Matthews
Publisher : ABC-CLIO
Release : 2017-10-27
ISBN : 1440855374
Language : En, Es, Fr & De

GET BOOK

Book Description :

This guide provides library directors, managers, and administrators in all types of libraries with complete and up-to-date instructions on how to evaluate library services in order to improve them. • Helps librarians to thoroughly examine their libraries' services toward making improvements • Enables librarians to answer with authority the question "what difference do we make?" • Explains the most effective ways of conducting library measurement and evaluation, covering qualitative and quantitative tools, data analysis, and specific methodologies for measuring and assessing specific services • Offers a highly readable and clear treatment of a topic of paramount importance, but that librarians often find difficult

Rethinking Reference for Academic Libraries

Rethinking Reference for Academic Libraries Book
Author : Carrie Forbes, Associate Dean for Student and Scholar Services, University of Denver Libraries,Jennifer Bowers
Publisher : Rowman & Littlefield
Release : 2014-12-05
ISBN : 1442244534
Language : En, Es, Fr & De

GET BOOK

Book Description :

Rethinking Reference for Academic Libraries: Innovative Developments and Future Trends, containing five sections and fourteen chapters, reviews the current state of reference services in academic libraries with an emphasis on innovative developments and future trends. The main theme that runs through the book is the urgent need for inventive, imaginative, and responsive reference and research services.

Envisioning Future Academic Library Services

Envisioning Future Academic Library Services Book
Author : Sue McKnight
Publisher : Facet Publishing
Release : 2010
ISBN : 1856046915
Language : En, Es, Fr & De

GET BOOK

Book Description :

Edited by a thought leader with an international reputation, it brings together renowned authors from across the globe who are breaking traditional moulds and boundaries in a way that will have a profound impact on the way libraries and library services are conceptualized in the years to come. They represent the key links in the knowledge chain: authors, publishers, academics, community knowledge creators, librarians and institutions; the student perspective is also provided.

Library 2 0 Initiatives in Academic Libraries

Library 2 0 Initiatives in Academic Libraries Book
Author : Laura B. Cohen
Publisher : Assoc of Cllge & Rsrch Libr
Release : 2007
ISBN : 9780838984529
Language : En, Es, Fr & De

GET BOOK

Book Description :

Download Library 2 0 Initiatives in Academic Libraries book written by Laura B. Cohen, available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.