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Customer Service In Academic Libraries

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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

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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

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

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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.

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

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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

Service Quality in Academic Libraries

Service Quality in Academic Libraries Book
Author : Peter Hernon,Ellen Altman
Publisher : Greenwood Publishing Group
Release : 1996
ISBN : 9781567502107
Language : En, Es, Fr & De

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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.

Assessing Service Quality

Assessing Service Quality Book
Author : Peter Hernon,Ellen Altman
Publisher : American Library Association
Release : 2010-01
ISBN : 0838910211
Language : En, Es, Fr & De

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Book Description :

If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen 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, and challenge librarians to think about customer service in new ways. --from publisher description.

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries Book
Author : Elizabeth Connor
Publisher : Routledge
Release : 2006
ISBN : 078902957X
Language : En, Es, Fr & De

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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

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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.

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

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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.

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

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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.

Outreach Services in Academic and Special Libraries

Outreach Services in Academic and Special Libraries Book
Author : Linda S Katz
Publisher : Routledge
Release : 2013-01-11
ISBN : 1135796238
Language : En, Es, Fr & De

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Book Description :

Discover innovative outreach services you can implement for your library! Outreach Services in Academic and Special Libraries examines the creation and delivery of outreach programs designed to promote awareness of the library by meeting the information needs of underserved or uninformed patrons. This book contains the experiences of academic and special librarians who describe a wide array of successful outreach programs that are in place throughout the country. This valuable tool introduces professional librarians and library science students and faculty to current and highly innovative models of outreach services implemented in a variety of academic and special library settings. This extensive resource shows how to use outreach programs to market new information resources and services to library constituents. Outreach Services in Academic and Special Libraries contains charts, graphs, and pictorials to help walk you through the process of creating an outreach program at your library. This book also presents bibliographies, suggestions on how to improve on existing designs, and the librarians’ “wish lists” of ideas they’d like to try in the future. Outreach Services in Academic and Special Libraries presents case studies covering many topics related to outreach services, including: outreach to special groups of remote users multicultural outreach collaborative outreach partnerships with university and college departments and community organizations outreach Web sites targeting special groups marketing library services and resources information literacy as a form of outreach multi-media kiosks and exhibits book talks outreach to new faculty and transfer students and more! Librarians will benefit from the wide range of creative ideas and successful case studies implemented by library colleagues representing institutions from around the country. Outreach Services in Academic and Special Libraries serves as a catalyst for librarians to implement similar outreach programs at their own academic or special library.

An Introduction To Staff Development In Academic Libraries

An Introduction To Staff Development In Academic Libraries Book
Author : Elizabeth Connor
Publisher : Routledge
Release : 2009-03-01
ISBN : 1135694702
Language : En, Es, Fr & De

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Book Description :

An indispensable resource for librarians of all roles, the case studies in An Introduction to Staff Development in Academic Libraries demonstrate the necessity and value of integrating the library's mission statement and strategic plan with bold approaches to staff orientation, training, mentoring, and development.

Creating the Customer Driven Library

Creating the Customer Driven Library Book
Author : Jeannette Woodward
Publisher : American Library Association
Release : 2005
ISBN : 9780838908884
Language : En, Es, Fr & De

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Book Description :

Building libraries on the bookstore model.

Customer Service in Libraries

Customer Service in Libraries Book
Author : Charles Harmon,Michael Messina
Publisher : Rowman & Littlefield
Release : 2013
ISBN : 0810887487
Language : En, Es, Fr & De

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Book Description :

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 have got all that, here in this book are the best practices to make stellar customer service a reality for your library's users.

Student Engagement and the Academic Library

Student Engagement and the Academic Library Book
Author : Loanne Snavely
Publisher : ABC-CLIO
Release : 2012
ISBN : 1598849832
Language : En, Es, Fr & De

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Book Description :

"This unique book explores exciting programs and initiatives that can both engage undergraduate students with academic libraries and assist academic librarians in creating a vibrant library atmosphere"--

The Academic Librarian in the Digital Age

The Academic Librarian in the Digital Age Book
Author : Tom Diamond
Publisher : McFarland
Release : 2020-08-24
ISBN : 1476680167
Language : En, Es, Fr & De

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Book Description :

As new technology and opportunities emerge through the revolutionary impacts of the digital age, the function of libraries and librarians and how they provide services to constituents is rapidly changing. The impact of new technology touches everything from libraries' organizational structures, business models, and workflow processes, to position descriptions and the creation of new positions. As libraries are required to make operational adjustments to meet the growing technological demands of libraries' customer bases and provide these services, librarians must be flexible in adapting to this fast-moving environment. This volume shares the unique perspectives and experiences of librarians on the front lines of this technological transformation. The essays within provide details of both the practical applications of surviving, adapting, and growing when confronted with changing roles and responsibilities, as well as a big picture perspective of the changing roles impacting libraries and librarians. This book strives to be a valuable tool for librarians involved in public and technical services, digital humanities, virtual and augmented reality, government documents, information technology, and scholarly communication.

Academic Library Outreach

Academic Library Outreach Book
Author : Nancy Courtney
Publisher : Libraries Unltd Incorporated
Release : 2009
ISBN :
Language : En, Es, Fr & De

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Book Description :

Academic library outreach exists to raise awareness and increase use of library resources and services. So what would it take to extend that reach beyond quad and campus?

Reference Service Evaluation at an African Academic Library the User Perspective

Reference Service Evaluation at an African Academic Library  the User Perspective Book
Author : N.A
Publisher :
Release : 2015
ISBN :
Language : En, Es, Fr & De

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Book Description :

Abstract : Purpose: – This paper aims to provide a detailed discussion of a large-scale library reference evaluation study conducted at the University of Education, Winneba (UEW) in Ghana. The study seeks to evaluate the reference service from the user perspective, focusing on how users use and perceive the service. Design/methodology/approach: – Self-administered survey was used as the data collection instrument. One thousand questionnaires were distributed to library users in a three-week period, and the response rate was 63.7 per cent. Findings: – The reference service had a high non-use rate of 42.6 per cent, which was primarily attributed to library users' self-sufficiency and lack of awareness of the service. The top three motivations for library users to use the reference service were class assignments, personal interests and using library facilities. Although their overall altitude was positive, users felt that reference librarians were more successful at exhibiting customer service qualities than performing tasks related to identifying users' information needs and searching/locating relevant information to fulfill the needs. Practical implications: – The knowledge gained from this study will deepen the understanding of how the reference service is utilised and perceived by library users and offer insights on how to enhance the services to optimise the user experience. Originality/value: – This study yields an enriched view of reference service provision in the African context. Its findings will help other academic libraries in Africa successfully plan and implement their own reference evaluation efforts and ultimately encourage more evidence-based library practices in the developing world.

Libraries for Users

Libraries for Users Book
Author : Luisa Alvite,Leticia Barrionuevo
Publisher : Elsevier
Release : 2010-12-10
ISBN : 1780630514
Language : En, Es, Fr & De

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Book Description :

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