Read Books Online and Download eBooks, EPub, PDF, Mobi, Kindle, Text Full Free.
Download Complaint Handling In The Library full books in PDF, epub, and Kindle. Read online Complaint Handling In The Library ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!
Author : William C. Robinson
Publisher :
ISBN 13 :
Total Pages : 48 pages
Book Rating : 4.3/5 (91 download)
Download or read book Complaint Handling in the Library written by William C. Robinson and published by . This book was released on 1984 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Bernd Stauss
Publisher : Springer
ISBN 13 : 3319987054
Total Pages : 496 pages
Book Rating : 4.3/5 (199 download)
Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Author : Anne M. Turner
Publisher : McFarland
ISBN 13 : 0786418877
Total Pages : 201 pages
Book Rating : 4.7/5 (864 download)
Download or read book It Comes with the Territory written by Anne M. Turner and published by McFarland. This book was released on 2004-05-26 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The mission of libraries is to meet the information needs of the people they serve--but daily, sticky situations arise that make this tough to do. Reports of peepers, use of the library by the homeless for sleeping, inappropriate Internet use by patrons; encounters with offensive personal hygiene, skateboarding in the stacks, the threat of violence, one's role as a babysitter for latchkey children, censorious complaints: Is there an upswing or are librarians just more sensitized? How do libraries meet these demands? From the perspective of a working director, this thoroughly updated and revised edition is a commonsense guide to setting fair and appropriate behavior rules and training staff in how to implement them evenhandedly and with reasonably good humor. Issues surrounding street people, the mentally ill, and substance abusers, sexual deviancy and parental child abuse in the library; community censorship; confidentiality of library records; general security; and unaccompanied children, including protecting them and seeing to their emergency medical needs, are among the topics. Emphasis is placed on staff training and writing effective manuals.
Author : Office for Intellectual Freedom (OIF)
Publisher : American Library Association
ISBN 13 : 0838913253
Total Pages : 359 pages
Book Rating : 4.8/5 (389 download)
Download or read book A History of ALA Policy on Intellectual Freedom written by Office for Intellectual Freedom (OIF) and published by American Library Association. This book was released on 2015-07-01 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Collecting several key documents and policy statements, this supplement to the ninth edition of the Intellectual Freedom Manual traces a history of ALA’s commitment to fighting censorship. An introductory essay by Judith Krug and Candace Morgan, updated by OIF Director Barbara Jones, sketches out an overview of ALA policy on intellectual freedom. An important resource, this volume includes documents which discuss such foundational issues as The Library Bill of RightsProtecting the freedom to readALA’s Code of EthicsHow to respond to challenges and concerns about library resourcesMinors and internet activityMeeting rooms, bulletin boards, and exhibitsCopyrightPrivacy, including the retention of library usage records
Download or read book Federal Complaint-Handling, Ombudsman, and Advocacy Offices written by and published by . This book was released on 2009 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher :
ISBN 13 :
Total Pages : 324 pages
Book Rating : 4.:/5 (3 download)
Download or read book Resources in Education written by and published by . This book was released on 1985-06 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Charlotte Georgi
Publisher : Psychology Press
ISBN 13 : 9780866564786
Total Pages : 104 pages
Book Rating : 4.5/5 (647 download)
Download or read book Excellence in Library Management written by Charlotte Georgi and published by Psychology Press. This book was released on 1985 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: Experts explore the latest and most successful techniques in library management, offering fresh insights and practical guidelines.
Author : Linda S Katz
Publisher : Routledge
ISBN 13 : 1317951808
Total Pages : 326 pages
Book Rating : 4.3/5 (179 download)
Download or read book Helping the Difficult Library Patron written by Linda S Katz and published by Routledge. This book was released on 2013-10-31 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: This insightful book shows you how to deal with an issue as old as the library profession: interacting with problem patrons. It looks at this fact of life that affects almost every facet of library work and provides practical solutions--some developed within the field and some borrowed from other professions--that will improve reference services for those you serve and make the work of your library staff less stressful, more productive, and increasingly meaningful. Helping the Difficult Library Patron: New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem examines: the nature of the problem from historical and demographic perspectives ways of dealing with the problem in academic and public libraries competency-based training techniques that will empower your frontline staff the impact of new technologies such as cellular phones and the Internet and ways of dealing with the new breeds of difficult patrons that come with them solutions from our colleagues what we can learn from the perspectives of others--psychotherapists, businesspeople, and corporate managers--you even get a Zen Buddhist viewpoint! effective ways to utilize community resources such as campus and local police and much, much more! Nowhere in the library literature have so many practitioners and educators combined their efforts to examine and provide solutions to this ageless problem. Library administrators, staff, and educators will find Helping the Difficult Library Patron a matchless resource!
Author :
Publisher : Association of Research Libr
ISBN 13 :
Total Pages : 114 pages
Book Rating : 4.3/5 (91 download)
Download or read book Management of Library Security written by and published by Association of Research Libr. This book was released on 1999 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : G. Edward Evans
Publisher : Bloomsbury Publishing USA
ISBN 13 : 1610696387
Total Pages : 517 pages
Book Rating : 4.6/5 (16 download)
Download or read book Library Programs and Services written by G. Edward Evans and published by Bloomsbury Publishing USA. This book was released on 2015-06-30 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Covering every essential topic ranging from circulation and literacy instruction to reference and security, this benchmark text provides an up-to-date, broadly based view of library public service and its functions. Supplying essential, foundational reading for students of library public services as well as an up-to-date overview for practitioners who wish to refresh their knowledge or acquaint themselves with a new area of responsibility, this book's broad and solid coverage will benefit anyone concerned with developing or maintaining the public face of the library. A revision and expansion of Libraries Unlimited's Introduction to Library Public Services: Seventh Edition, this edition has new chapters covering such topics as e-resources, collections, print and other media, and facilities and funding. Additionally, every chapter has been substantially updated and reorganized to better reflect the role of technology in library services today. The book begins with background information on public services in libraries and an analysis of the library's public service philosophy. Then, the authors delve into staffing and assessment of services, moving logically to major functional areas of public services—reference, instruction, document delivery, circulation and reserves, collections, programming, safety and security issues, and facilities and funding. Real-life anecdotes from public, academic, and school libraries illustrate principles and concepts throughout the book. For each topic, the authors detail its role and philosophy, and offer key points to remember, references, and lists for further reading.
Author : Stacey Greenwell
Publisher : Bloomsbury Publishing USA
ISBN 13 :
Total Pages : 382 pages
Book Rating : 4.2/5 (161 download)
Download or read book Library Programs and Services written by Stacey Greenwell and published by Bloomsbury Publishing USA. This book was released on 2023-06-15 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ninth edition of this popular overview of the various programs and services offered by libraries offers best practice and useful tips for implementing them effectively. Building on the strong foundation of the previous editions, award-winning author G. Edward Evans returns with a new co-author, Stacey Greenwell, for this update that combines their signature style of textbook readability, informality, and sometimes humor, as well as their knack for balancing foundational topics and new trends. A new feature in this edition is the incorporation of the concept of "library social work" through "Social Work Connections" sidebars in each chapter. Anecdotes throughout the text and "Career Connections" sidebars offer practical advice and specific current examples. Greenwell and Evans have combined several chapters from the previous edition and expanded discussions of new trends while retaining and updating the fundamentals. The ninth edition is a welcome update for library and information science courses and a valuable handbook for public services librarians.
Author : Margaret Zarnosky Saponaro
Publisher : Bloomsbury Publishing USA
ISBN 13 : 1440859655
Total Pages : 392 pages
Book Rating : 4.4/5 (48 download)
Download or read book Collection Management Basics written by Margaret Zarnosky Saponaro and published by Bloomsbury Publishing USA. This book was released on 2019-05-24 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: If the heart of the library is its collection, this textbook provides the keys to the heart of your library. Alongside standards of basic principles and processes, you'll find practical guidance on everything from acquisitions to preservation. Managing collections in today's libraries is more complicated and challenging than ever. Electronic formats, new options for collaboration and sharing, and the drive to use data for evaluation purposes are just a few of the changes now driving collection management. This updated edition of a classic text addresses changes in the field and provides a thorough overview of what collection development specialists now need to know to effectively and efficiently manage processes that range from selection and assessment to sharing resources, handling challenges, weeding, and preservation. Readers will find increased coverage of technical services, intellectual freedom and censorship, and collection policy development, as well as budget development and tracking, joint purchasing, and negotiating with vendors. Updates on e-resources, user needs assessment (including data visualization), and disaster management, along with suggestions for further reading, are also included. Engagingly written and easy to understand, this is a valuable text for students preparing for careers in public, academic, school, and special libraries. It will additionally serve as a training resource and professional refresher for practitioners.
Author : Margaret I. Nicholas
Publisher : DIANE Publishing
ISBN 13 : 0788131435
Total Pages : 215 pages
Book Rating : 4.7/5 (881 download)
Download or read book Handbook of Reference Sources and Services for Small and Medium-Sized Libraries written by Margaret I. Nicholas and published by DIANE Publishing. This book was released on 1996-07 with total page 215 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lists over 750 sources focusing on the reference needs of adults. The primary objective was to select quality reference tools which cover many different topics. Topics include general works, biography, philosophy, religion, language, literature, visual arts, applied sciences, sports and recreation, home life, social customs and education.
Author : Sarah Cook
Publisher : Kogan Page Publishers
ISBN 13 : 074946531X
Total Pages : 208 pages
Book Rating : 4.7/5 (494 download)
Download or read book Complaint Management Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2012-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Author : Wayne Disher
Publisher : Bloomsbury Publishing USA
ISBN 13 :
Total Pages : 198 pages
Book Rating : 4.2/5 (16 download)
Download or read book Crash Course in Collection Development written by Wayne Disher and published by Bloomsbury Publishing USA. This book was released on 2014-09-26 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: This indispensable resource provides tools for collection management in public libraries, featuring essential strategies for inventory assessment, market analysis, budgeting, marketing, and customer service. This book is a must-have for those just entering the field or professionals in need of a refresher in effective library operations. This professional volume covers all aspects of collection development and management in the public library, from gathering statistics to design a collection that meets community needs, to selecting materials, managing vendor relations, understanding the publishing industry, and handling complaints. Author Wayne Disher provides public librarians—especially those without the benefit of academic training—access to the tools to make them successful, and their collections beneficial to the public they serve. The second edition features two new chapters on digital curation and cooperative collection development. Additional updates include helpful information on infographics, more budgeting formulas, and a section on core collections, as well as content covering eBooks, electronic storage, and digital rights management. Chapters discuss subjects such as marketing the collection to patrons, book repair, and handling censorship issues when collections are challenged.
Author : Wolfgang Pindur
Publisher :
ISBN 13 :
Total Pages : 120 pages
Book Rating : 4.:/5 (231 download)
Download or read book A Manager's Guide to Informal Complaint Handling written by Wolfgang Pindur and published by . This book was released on 1990 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Ray Prytherch
Publisher : Routledge
ISBN 13 : 1351932322
Total Pages : 315 pages
Book Rating : 4.3/5 (519 download)
Download or read book Gower Handbook of Library and Information Management written by Ray Prytherch and published by Routledge. This book was released on 2017-03-02 with total page 315 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Gower Handbook is an authoritative guide to both the traditional and newer aspects of library and information management. Edited by Ray Prytherch, it brings together the insight of a range of respected contributors, who offer advice on the management, storage, retrieval, analysis, marketing and delivery of information. The book begins with Part I analyzing the context and trends of the information world. In Part II, Strategy and Planning, the information environment is explored in more detail, with Chapters 3 and 4 presenting the main issues and principles of financial planning and strategic planning. Part III, The Service Infrastructure, looks at customer care, the role of performance measurement and research in service improvement, and the influence of copyright law in the delivery of information products to customers. Part IV, Managing Resources, includes five chapters on strategic management, information auditing, human resource management, preservation and disaster management. The last part of the Handbook, Part V, Access and Delivery, focuses on the potential of electronic systems with chapters on subject gateways and Z39.50, electronic publishing, intranets and new models of access and delivery. Each part of the Handbook begins with an introduction by the editor and the book concludes with a directory of organizations, including useful URLs, and a glossary. Flexibility and adaptability are crucial for information professionals if they are to maintain their skills at the right level to provide the services needed by both information-rich and information-poor. In this one book librarians from all backgrounds, information managers and officers, document and records managers, and network and Web specialists will find answers to a wide range of questions that confront them in their working day. The Handbook will become a standard reference on best practice for professionals and students. It will be of interest to information analysts, knowledge managers, and others, including publishers, involved in information maintenance and provision.
