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Customer Service in Academic Libraries

Customer Service in Academic Libraries
  • Author : Stephen Mossop
  • Publisher :Unknown
  • Release Date :2015-10-06
  • Total pages :152
  • ISBN : 9781780634395
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Summary : 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
  • Author : Jeannette A. Woodward
  • Publisher :Unknown
  • Release Date :2009
  • Total pages :194
  • ISBN : 9780838909768
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Summary : 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.

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher :Unknown
  • Release Date :1996
  • Total pages :187
  • ISBN : 1567502091
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Summary : 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.

Customer Service in Academic Libraries

Customer Service in Academic Libraries
  • Author : Stephen Mossop
  • Publisher :Unknown
  • Release Date :2015-10-06
  • Total pages :152
  • ISBN : 9781780634395
GET BOOK HERE

Summary : 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

Quality and the Academic Library

Quality and the Academic Library
  • Author : Jeremy Atkinson
  • Publisher :Unknown
  • Release Date :2016-02-24
  • Total pages :336
  • ISBN : 9780081001349
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Summary : 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

Cases on Research Support Services in Academic Libraries

Cases on Research Support Services in Academic Libraries
  • Author : Fernández-Marcial, Viviana,González-Solar, Llarina
  • Publisher :Unknown
  • Release Date :2020-08-28
  • Total pages :344
  • ISBN : 9781799845478
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Summary : 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.

Libraries for Users

Libraries for Users
  • Author : Luisa Alvite,Leticia Barrionuevo
  • Publisher :Unknown
  • Release Date :2010-12-10
  • Total pages :218
  • ISBN : 9781780630519
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Summary : 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

Marketing Today's Academic Library

Marketing Today's Academic Library
  • Author : Brian Scott Mathews
  • Publisher :Unknown
  • Release Date :2009
  • Total pages :171
  • ISBN : 9780838909843
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Summary : 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.

The Value of Academic Libraries

The Value of Academic Libraries
  • Author : Megan Oakleaf
  • Publisher :Unknown
  • Release Date :2010
  • Total pages :184
  • ISBN : 9780838985687
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Summary : This report provides Association of College and Research Libraries (ACRL) leaders and the academic community with a clear view of the current state of the literature on value of libraries within an institutional context, suggestions for immediate "Next Steps" in the demonstration of academic library value, and a "Research Agenda" for articulating academic library value. Its focus is to help librarians understand, based on professional literature, the current answer to the question, "How does the library advance the missions of the institution?" This report is also of interest to higher educational professionals external to libraries, including senior leaders, administrators, faculty, and student affairs professionals.

Stellar Customer Service

Stellar Customer Service
  • Author : Moushumi Chakraborty
  • Publisher :Unknown
  • Release Date :2016-02-11
  • Total pages :176
  • ISBN : 1440840768
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Summary : 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

Customer Service in Libraries

Customer Service in Libraries
  • Author : Charles Harmon,Michael Messina
  • Publisher :Unknown
  • Release Date :2013-02-13
  • Total pages :118
  • ISBN : 9780810887497
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Summary : 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.

Leading Libraries

Leading Libraries
  • Author : Wyoma vanDuinkerken,Wendi Arant Kasper
  • Publisher :Unknown
  • Release Date :2015-05-01
  • Total pages :224
  • ISBN : 9780838913178
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Summary : This valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader.

Collaboration and the Academic Library

Collaboration and the Academic Library
  • Author : Jeremy Atkinson
  • Publisher :Unknown
  • Release Date :2018-02-01
  • Total pages :270
  • ISBN : 9780081022887
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Summary : Collaboration and the Academic Library: Internal and External, Local and Regional, National and International explores the considerable change that has affected universities and academic libraries in recent years. Given this complex and important context, it is clear that the academic library increasingly needs to operate in partnership with its users and other professionals and organizations to be successful in meeting the needs of its clientele. Academic librarians need to work closely with client groups so that services are relevant, and close partnerships with other professionals need to be forged to provide seamless services for users. The book looks at all aspects of collaboration affecting academic libraries, both internally and externally, to help the reader understand future directions for collaborative activities in a complex and difficult working environment. Considers collaboration issues affecting academic libraries Covers both internal and external collaboration Provides readers with direction for collaborative activities Shows how academic librarians can work with client groups to keep services relevant

Managing Academic Libraries

Managing Academic Libraries
  • Author : Susan Higgins
  • Publisher :Unknown
  • Release Date :2016-10-11
  • Total pages :110
  • ISBN : 9781780633114
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Summary : Managing Academic Libraries: Principles and Practice is aimed at professionals within the Library and Information Services (LIS) who are interested in learning more about the management of academic libraries. Written against a backdrop made up of the changes that digital technology has brought to academic libraries, this book uncovers how the library has changed its meaning from a physical to virtual icon and its effect on culture. The book aims to provide managers and students of LIS at all levels with the necessary management principles and practices needed to respond proactively to diverse audiences, while also keeping a focus on the purposes of higher education. In addition, readers will find an examination of various aspects of library management and reviews on key management techniques that can be used for successful interpretation and implementation of academic library mission statements. Provides tactics on how to manage the centrality of learning and reading in academic libraries Includes best practices on managing a learning organization Covers proactive management principles and practices that are needed to respond to diverse audiences

Building a Successful Customer-service Culture

Building a Successful Customer-service Culture
  • Author : Maxine Melling,Joyce Little
  • Publisher :Unknown
  • Release Date :2002
  • Total pages :212
  • ISBN : 9781856044493
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Summary : 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.

Development of Creative Spaces in Academic Libraries

Development of Creative Spaces in Academic Libraries
  • Author : Katy Kavanagh Webb
  • Publisher :Unknown
  • Release Date :2018-02-16
  • Total pages :212
  • ISBN : 9780081022733
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Summary : Development of Creative Spaces in Academic Libraries: A Decision Maker's Guide includes innovative ways libraries are engaging students, including the practice of setting aside high-tech spaces for creativity. Five models of library creative spaces are explored in this book, including digital media labs, digital humanities labs, makerspaces, data visualization labs and knowledge markets. The book explores creative spaces currently offered in libraries, with a focus on academic libraries. It gives real-world advice for the process of crafting a new space in the library, including tactics on how to find campus partners, conduct a needs analysis, and answer important questions. Case studies of innovators of library creativity further highlight the successes—and pitfalls—of embarking on the process of developing a new service or space in the library. Shows administrators what other institutions are doing to enable media literacy Helps university library administrators determine their best course of action Provides detailed, unique case studies on up to 10 leading institutions, along with the service models they are providing

Assessing Service Quality

Assessing Service Quality
  • Author : Peter Hernon,Ellen Altman
  • Publisher :Unknown
  • Release Date :2010-01
  • Total pages :206
  • ISBN : 9780838910214
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Summary : 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.

Technology, Change and the Academic Library

Technology, Change and the Academic Library
  • Author : Jeremy Atkinson
  • Publisher :Unknown
  • Release Date :2020-09-28
  • Total pages :234
  • ISBN : 9780128232286
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Summary : Massive technological change has been impacting universities and university libraries in recent years. Such change has manifested in technological developments impacting all areas of academic library activity, including systems, services, collections, the physical library environment, marketing, and support for university teaching, learning, research, and administration. Many books and papers have examined these changes from a technical perspective. However, there is little substantive reflection on what technological change means, and how best to get out in front of it, for the academic library. Technology, Change and the Academic Library systematically reflects on technological innovation, the successes, failures and lessons learned, the nature, process and culture of change, and key aspects including impacts on library staff and users, roles and responsibilities, and skills and capabilities. The book takes an international perspective on the massive change currently affecting academic libraries. The title gives an overview and literature review, considers technological innovation and change management, future technologies and future change, and provides information on further reading. Case studies describe the rationale, aims, and objectives for particular technological innovations, and consider methods, outcomes, and recommendations for the future. Finally, the book reflects back on how technological change can best be wrought in academic libraries. Gives library managers and librarians insight into how best to identify, plan, and implement technological innovation Provides a wide-ranging overview, literature review, and a series of reflective case studies on technological innovation in libraries Emphasises current trends, lessons, and critical issues for putting technological innovation into place Offers an international perspective on technological innovation in the academic library Uses a critical methodology to reflect on what works, what does not, and how managers can apply lessons from real cases worldwide

Meeting the Needs of Student Users in Academic Libraries

Meeting the Needs of Student Users in Academic Libraries
  • Author : Michele J. Crump,LeiLani Freund,Steven Carrico
  • Publisher :Unknown
  • Release Date :2012
  • Total pages :204
  • ISBN : 1843346842
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Summary : Meeting the Needs of Student Users in Academic Libraries surveys and evaluates the current practice of learning commons and research services within the academic library community in order to determine if these learning spaces are functioning as intended. To evaluate their findings, the authors examine the measurement tools that libraries have used to evaluate usage and satisfaction, including contemporary anthropological studies that provide a more detailed view of the student's approach to research. The book takes a candid look at these redesigns and asks if improvements have lived up to expectations of increased service and user satisfaction. Are librarians using these findings to inform the evolution and implementation of new service models, or have they simply put a new shade of lipstick on the pig? Takes an honest look at learning commons in academic libraries and discusses what is working and what is not Explores behind the statistics as to why users come to the library; does the librarians' concept of 'the library as place' match user perception? Looks at the anthropology of the user to gauge satisfaction with the services and space provided by the library via recent survey findings

Challenges of Academic Library Management in Developing Countries

Challenges of Academic Library Management in Developing Countries
  • Author : Thanuskodi, S.
  • Publisher :Unknown
  • Release Date :2013-05-31
  • Total pages :348
  • ISBN : 9781466640719
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Summary : Academic libraries cater to the diverse needs of scholars, scientists, technocrats, researchers, students, and others personally and professionally invested in higher education. Due to advancements in information and communication technologies (ICT), the vision and mission of academic libraries are changing in developing countries. Challenges of Academic Library Management in Developing Countries provides the latest theoretical frameworks and empirical research into academic libraries, investigating concerns such as illiteracy, budgeting, software development, technical training, and others. In particular, this book will be of use to professionals and researchers working in the field of library and information science who are looking for new methods and best practices in the management of effective academic libraries. This book is part of the Advances in Library and Information Science series collection.

Social Media

Social Media
  • Author : Nina Verishagen
  • Publisher :Unknown
  • Release Date :2018-11-26
  • Total pages :302
  • ISBN : 9780081024102
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Summary : Social Media: The Academic Library Perspective provides a step-by-step guide on social media as written by somebody who has already done the work. Made up of case studies written by authors at various institutions who provide different perspectives on their institution’s use of social media, the book highlights successes and failures, while also focusing on tips for social media management in the academic library that anybody in the community can interpret and adapt. Social media platforms are dealt with systematically, making this an essential guide for librarians who want to use social media to the benefit of their library. Includes a step-by-step guide on the use of social media for academic libraries Presents practical experience leveraged in the form of case studies Provides quick, concise, and systematic recommendations for the use of social media Written by academic librarians for academic librarians