Customer Service In Academic Libraries

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Customer Service In Academic Libraries

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Author : Stephen Mossop
language : en
Publisher: Elsevier
Release Date : 2015-10-06

Customer Service In Academic Libraries written by Stephen Mossop and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-10-06 with Language Arts & Disciplines categories.

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

Providing Customer Oriented Services In Academic Libraries

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Author : Chris Pinder
language : en
Publisher: Library Association Publishing (UK)
Release Date : 1996

Providing Customer Oriented Services In Academic Libraries written by Chris Pinder and has been published by Library Association Publishing (UK) this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.

Building A Successful Customer Service Culture

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Author : Maxine Melling
language : en
Publisher: Facet Publishing
Release Date : 2002

Building A Successful Customer Service Culture written by Maxine Melling and has been published by Facet Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Language Arts & Disciplines categories.

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.

Service Quality In Academic Libraries

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Author : Peter Hernon
language : en
Publisher: Praeger
Release Date : 1996

Service Quality In Academic Libraries written by Peter Hernon and has been published by Praeger this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.

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

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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2015-05-12

Assessing Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-12 with Language Arts & Disciplines categories.

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.

Customer Care

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Author : Pat Gannon-Leary
language : en
Publisher: Elsevier
Release Date : 2010-03-15

Customer Care written by Pat Gannon-Leary and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-15 with Language Arts & Disciplines categories.

Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. - Dual use – reference work and/or training manual - Potential as a text book - Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services

Delivering Satisfaction And Service Quality

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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001

Delivering Satisfaction And Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.

Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Evaluation Of Customer Service In The Academic Library

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Author : Iiris Kuusinen
language : en
Publisher:
Release Date : 1999

Evaluation Of Customer Service In The Academic Library written by Iiris Kuusinen and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Academic libraries categories.

Applying Relationship Marketing

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Author : Magdaline Wanjiru
language : en
Publisher:
Release Date : 2012

Applying Relationship Marketing written by Magdaline Wanjiru and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Libraries categories.

Customer Service In Libraries

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Author : Charles Harmon
language : en
Publisher: Bloomsbury Publishing PLC
Release Date : 2013-02-13

Customer Service In Libraries written by Charles Harmon and has been published by Bloomsbury Publishing PLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-13 with Language Arts & Disciplines categories.

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’ve got all that, here are the best practices to make stellar customer service a reality for your library’s users.