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Author :
Publisher :
ISBN 13 : 9789390434046
Total Pages : 192 pages
Book Rating : 4.4/5 (34 download)
Download or read book Quality Library Services in New Era written by and published by . This book was released on 2021 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : University of the State of New York. Regents Commission on Library Services
Publisher :
ISBN 13 :
Total Pages : 16 pages
Book Rating : 4.:/5 (334 download)
Download or read book New York's Libraries written by University of the State of New York. Regents Commission on Library Services and published by . This book was released on 2000 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 0838913083
Total Pages : 552 pages
Book Rating : 4.8/5 (389 download)
Download or read book Assessing Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2015-05-12 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Sarah Kalikman Lippincott
Publisher : Against the Grain, LLC
ISBN 13 : 9781941269169
Total Pages : 59 pages
Book Rating : 4.2/5 (691 download)
Download or read book Library as Publisher written by Sarah Kalikman Lippincott and published by Against the Grain, LLC. This book was released on 2017-09-28 with total page 59 pages. Available in PDF, EPUB and Kindle. Book excerpt: Charleston Briefings: Trending Topics for Information Professionals is a thought-provoking series of brief books concerning innovation in the sphere of libraries, publishing, and technology in scholarly communication. The briefings, growing out of the vital conversations characteristic of the Charleston Conference and Against the Grain, will offer valuable insights into the trends shaping our professional lives and the institutions in which we work. The Charleston Briefings are written by authorities who provide an effective, readable overview of their topics--not an academic monograph. The intended audience is busy nonspecialist readers who want to be informed concerning important issues in our industry in an accessible and timely manner.
Author : University of the State of New York. Regents Commission on Library Services
Publisher :
ISBN 13 :
Total Pages : 52 pages
Book Rating : 4.:/5 (427 download)
Download or read book Meeting the Needs of All New Yorks written by University of the State of New York. Regents Commission on Library Services and published by . This book was released on 2000 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Institute of Medicine
Publisher : National Academies Press
ISBN 13 : 0309132967
Total Pages : 359 pages
Book Rating : 4.3/5 (91 download)
Download or read book Crossing the Quality Chasm written by Institute of Medicine and published by National Academies Press. This book was released on 2001-07-19 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Second in a series of publications from the Institute of Medicine's Quality of Health Care in America project Today's health care providers have more research findings and more technology available to them than ever before. Yet recent reports have raised serious doubts about the quality of health care in America. Crossing the Quality Chasm makes an urgent call for fundamental change to close the quality gap. This book recommends a sweeping redesign of the American health care system and provides overarching principles for specific direction for policymakers, health care leaders, clinicians, regulators, purchasers, and others. In this comprehensive volume the committee offers: A set of performance expectations for the 21st century health care system. A set of 10 new rules to guide patient-clinician relationships. A suggested organizing framework to better align the incentives inherent in payment and accountability with improvements in quality. Key steps to promote evidence-based practice and strengthen clinical information systems. Analyzing health care organizations as complex systems, Crossing the Quality Chasm also documents the causes of the quality gap, identifies current practices that impede quality care, and explores how systems approaches can be used to implement change.
Author : University of the State of New York. Regents Commission on Library Services
Publisher :
ISBN 13 :
Total Pages : 76 pages
Book Rating : 4.:/5 (31 download)
Download or read book Meeting the Needs of All New Yorkers written by University of the State of New York. Regents Commission on Library Services and published by . This book was released on 2000 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Jeremy Atkinson
Publisher : Chandos Publishing
ISBN 13 : 0081001347
Total Pages : 337 pages
Book Rating : 4.0/5 (81 download)
Download or read book Quality and the Academic Library written by Jeremy Atkinson and published by Chandos Publishing. This book was released on 2016-02-24 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Hali R. Keeler
Publisher : Rowman & Littlefield
ISBN 13 : 153813568X
Total Pages : 253 pages
Book Rating : 4.5/5 (381 download)
Download or read book Foundations of Library Services written by Hali R. Keeler and published by Rowman & Littlefield. This book was released on 2021-03-12 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: Trained library support staff play a critical role in assisting the user in locating and interpreting the resources available in libraries. To do so requires the knowledge and practice of library missions and roles in different types of libraries and the delivery of that information to an increasingly diverse clientele. The plethora of resources available today requires that support staff understand and implement the basic principles of information services as well as the responsibility and relationships among library departments and functional areas. Foundations of Library Services is both a text for professors who teach in library support staff programs and an introductory reference manual for support staff who work in libraries. As part of the Library Support Staff Series, this updated edition will guide the LSS to be able to: Understand the mission and role of the library in its community Be familiar with the ethics and values of the profession, including those of the Library Bill of Rights, the ALA Code of Ethics, freedom of information, confidentiality of library records and privacy issues Know the responsibility and relationships among library departments Practice the basic principles of circulation, including interlibrary loan; current cataloging and classification systems; and acquisitions and collection development policies. Understand how libraries are governed and funded within their organizations or government structures Realize the value of cooperation to enhance services Practice quality customer service Communicate and promote the library’s values and services Recognize and respond to diversity in user needs
Author : Michael Keeble Buckland
Publisher : Chicago : American Library Association
ISBN 13 :
Total Pages : 102 pages
Book Rating : 4.3/5 (91 download)
Download or read book Redesigning Library Services written by Michael Keeble Buckland and published by Chicago : American Library Association. This book was released on 1992 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: This blueprint provides a new framework within which to attempt to understand and to plan library services in the future.
Author : Sarah Anne Murphy
Publisher : American Library Association
ISBN 13 : 0838994954
Total Pages : 259 pages
Book Rating : 4.8/5 (389 download)
Download or read book The Quality Infrastructure written by Sarah Anne Murphy and published by American Library Association. This book was released on 2013-11-04 with total page 259 pages. Available in PDF, EPUB and Kindle. Book excerpt: Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, this book helps libraries of all kinds take a programmatic approach to measuring, analyzing, and improving library services.
Author : Donald L. DeWitt
Publisher : Routledge
ISBN 13 : 1317951778
Total Pages : 122 pages
Book Rating : 4.3/5 (179 download)
Download or read book Evaluating the Twenty-First Century Library written by Donald L. DeWitt and published by Routledge. This book was released on 2013-10-31 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore the ARL’s initiatives for identifying, formulating, and testing new criteria for evaluating academic libraries in the digital age! The proliferation of electronic information resources in the past decade has changed the ways in which research libraries evaluate their service and holdings. This collection of articles (thirteen of which previously appeared in ARL’s bimonthly newsletter/report on research issues and actions) examines new measures for library evaluation that are being developed by the Association of Research Libraries. It presents an overview of how the Association of Research Libraries’ “new measures” initiative developed, plus insightful reports on the details of the SERVQUAL, LibQUAL+, and E-metrics projects. Handy flow charts and tables make the information easily accessible and understandable. From the editor: “The profound changes in library management and collection development brought about by digital technology in the closing decade of the twentieth century have changed the way we think about libraries. If we were to ask librarians who have been in the profession for more than a decade how they evaluated a library, we probably would hear statistics about the number of volumes held and added annually, the number of serial subscriptions, how much money a library has to spend, and how many professionals are on staff. These are the traditional criteria by which libraries have been judged throughout much of the twentieth century. Newer librarians, however, especially those who entered the profession in the late 1980s and 1990s, use a different yardstick and frequently recite different statistics that include terms such as user satisfaction, spending on electronic resources and services, document delivery services, numbers of databases and electronic journals available, and services provided to distance learners.” In Evaluating the Twenty-First Century Library, you’ll find valuable information on: current performance measures for academic libraries the continuing search for accurate new performance measures the uses of learning outcomes assessment SERVQUAL, LibQUAL+, and the ARL LibQUAL+ Pilot Project the results of the 2000 Symposium on Measuring Library Service Quality the uses of E-metrics in assessing the academic networked environment and accurately measuring use, users, services, resources, and other factors an insightful discussion of the rise in spending on electronic information by research libraries
Author : Donald L. DeWitt
Publisher : Routledge
ISBN 13 : 1317951786
Total Pages : 107 pages
Book Rating : 4.3/5 (179 download)
Download or read book Evaluating the Twenty-First Century Library written by Donald L. DeWitt and published by Routledge. This book was released on 2013-10-31 with total page 107 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore the ARL’s initiatives for identifying, formulating, and testing new criteria for evaluating academic libraries in the digital age! The proliferation of electronic information resources in the past decade has changed the ways in which research libraries evaluate their service and holdings. This collection of articles (thirteen of which previously appeared in ARL’s bimonthly newsletter/report on research issues and actions) examines new measures for library evaluation that are being developed by the Association of Research Libraries. It presents an overview of how the Association of Research Libraries’ “new measures” initiative developed, plus insightful reports on the details of the SERVQUAL, LibQUAL+, and E-metrics projects. Handy flow charts and tables make the information easily accessible and understandable. From the editor: “The profound changes in library management and collection development brought about by digital technology in the closing decade of the twentieth century have changed the way we think about libraries. If we were to ask librarians who have been in the profession for more than a decade how they evaluated a library, we probably would hear statistics about the number of volumes held and added annually, the number of serial subscriptions, how much money a library has to spend, and how many professionals are on staff. These are the traditional criteria by which libraries have been judged throughout much of the twentieth century. Newer librarians, however, especially those who entered the profession in the late 1980s and 1990s, use a different yardstick and frequently recite different statistics that include terms such as user satisfaction, spending on electronic resources and services, document delivery services, numbers of databases and electronic journals available, and services provided to distance learners.” In Evaluating the Twenty-First Century Library, you’ll find valuable information on: current performance measures for academic libraries the continuing search for accurate new performance measures the uses of learning outcomes assessment SERVQUAL, LibQUAL+, and the ARL LibQUAL+ Pilot Project the results of the 2000 Symposium on Measuring Library Service Quality the uses of E-metrics in assessing the academic networked environment and accurately measuring use, users, services, resources, and other factors an insightful discussion of the rise in spending on electronic information by research libraries
Author : Gregg Sapp
Publisher : Psychology Press
ISBN 13 : 9781560244172
Total Pages : 270 pages
Book Rating : 4.2/5 (441 download)
Download or read book Access Services in Libraries written by Gregg Sapp and published by Psychology Press. This book was released on 1992 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the current information environment, public and academic libraries are recognizing that providing access to materials is a complex multi-dimensional phenomenon. To meet the changing needs of their patrons, libraries are reorganizing their service structures and developing organizational units called “access services.” Even though access services fall within the realm of public services, technical services, or library circulations, they are driven by an entirely new mentality. There has been an extreme paucity of information on access services available for libraries struggling to meet the challenges of the electronic age. Access Services in Libraries is the first book to establish a theoretical base for access services while also suggesting connections between theory and practice. Anyone involved in access services or considering adoption of this new organizational unit will benefit from the information in this groundbreaking volume. Access Services in Libraries provides fresh thinking that reexamines previous writings in this area, presents new experimental designs and results, creates contemporary organizational solutions, and adopts innovative techniques for increasing users’access to library materials within constrained budgets. Access services librarians, circulation department librarians, and library managers, especially those who are considering a reorganization that will include access services, will benefit from the philosophical and theoretical articles as well as practical advice on the design, delivery, and evaluation of responsive library services. Chapters in this invaluable book fill the gap in the literature about access services including theoretical descriptions of access services, current developing trends in access services, the historical development of the access services concept, practical studies related to common access services issues, and projections of future challenges. As Peter Watson-Boone states in his preface, “This volume is notable for charting a new current of thinking and practice that is moving quickly into the mainstream. It substantially documents the state of the art, and should bring increased clarity and focus to the debate now proceeding in many libraries about how we are to honor a commitment to the 'access’concept in the era when it will challenge the 'ownership’concept as never before.”
Author : Cynthia Steinke
Publisher : Routledge
ISBN 13 : 1000759970
Total Pages : 195 pages
Book Rating : 4.0/5 (7 download)
Download or read book Sci-Tech Libraries of the Future written by Cynthia Steinke and published by Routledge. This book was released on 2019-12-06 with total page 195 pages. Available in PDF, EPUB and Kindle. Book excerpt: What will future sci-tech libraries be like? Who will be the key players? In this insightful volume, first published in 1992, leaders in sci-tech librarianship reflect on their years in the profession and predict how the sci-tech library will look in ten years. It takes a close look at the revolution in the communication of scientific information and how technology has transformed the process of knowledge delivery and acquisitions. It prepares libraries to react to new channels of scholarly communication that in the future may challenge the viability of the research library. Most importantly, it emphasizes how the rapid pace of change in science, communication, and computers has pushed libraries to aggressively seek to become central to the knowledge formation and transfer process - just to survive. These provocative chapters reveal how sci-tech librarians need to work with scientists and engineers to understand their changing information needs and to participate in the planning and development of new information systems. This book examines all areas of the scientific process that will be affected by change: the way research is conducted, communicated, transferred, stored, and delivered. The changes discussed in this book encompass researchers, librarians, information managers, publishers, and users. Some of the important topics discussed include an in-depth analysis of the information needs of science and engineering and how to best develop the electronic means to meet them; leadership challenges in the future electronic, computer, or virtual library; concern over the quality of information services for scientists delivered by non-scientist librarians; a ten-year prediction for sci-tech librarians and sci-tech publishers; the science library building of the future; the impact of increasingly interdisciplinary scientific research; and the effect of federal policy on sci-tech libraries.
Author : Susan Jurow
Publisher : Routledge
ISBN 13 : 1135022895
Total Pages : 199 pages
Book Rating : 4.1/5 (35 download)
Download or read book Integrating Total Quality Management in a Library Setting written by Susan Jurow and published by Routledge. This book was released on 2013-04-15 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Improve the delivery of library services by implementing total quality management (TQM), a system of continuous improvement employing participative management and centered on the needs of customers. Although TQM was originally designed for and successfully applied in business and manufacturing settings, this groundbreaking volume introduces strategies for translating TQM principles from the profit-based manufacturing sector to the library setting. Integrating Total Quality Management in a Library Setting shows librarians how to improve library services by implementing strategies such as employee involvement and training, problem-solving teams, statistical methods, long-term goals and thinking, and an overall recognition that the system (not the staff) is responsible for most inefficiencies. Total Quality Management in a Library Setting describes the principles of TQM, its origins, and the potential benefits and barriers to be expected when adopting quality management approaches in libraries. Chapters provide guidelines for planning and implementation to help libraries use total quality management to break down interdepartmental barriers and work on continuously improving library services. The contributors, who have begun to think about using or who are already using TQM in a library setting, present specific planning and implementation issues that can be put to immediate use in libraries. With this innovative book, library managers will learn that by working together on problem solving teams to address specific operational questions, and by developing a shared knowledge of problem-solving tools and techniques, staff members grow personally and gain a larger sense of organizational purpose. Other TQM methods introduced in this book include the concept of the internal customer, which teaches staff to recognize how other staff members use the results of their work, and the principle of continuous improvement, which enables libraries to set measurable goals based on quantitative performance indicators, and to monitor progress toward those goals.
Author : Utah. State Library Division
Publisher :
ISBN 13 :
Total Pages : 23 pages
Book Rating : 4.:/5 (467 download)
Download or read book Continuity and Change written by Utah. State Library Division and published by . This book was released on 1995 with total page 23 pages. Available in PDF, EPUB and Kindle. Book excerpt:
