Customer Service in Academic Libraries

Written By Stephen Mossop
Customer Service in Academic Libraries
  • Publsiher : Elsevier
  • Release : 06 October 2015
  • ISBN : 1780634390
  • Pages : 152 pages
  • Rating : /5 from reviews
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Download or read book entitled Customer Service in Academic Libraries by author: Stephen Mossop which was release on 06 October 2015 and published by Elsevier with total page 152 pages . This book available in PDF, EPUB and Kindle Format. 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

Customer Service in Academic Libraries

Customer Service in Academic Libraries
  • Author : Stephen Mossop
  • Publisher : Elsevier
  • Release Date : 2015-10-06
  • Total pages : 152
  • ISBN : 1780634390
GET BOOK

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 ...

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Greenwood Publishing Group
  • Release Date : 1996
  • Total pages : 187
  • ISBN : 1780634390
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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 ...

Customer Care

Customer Care
  • Author : Pat Gannon-Leary,Michael McCarthy
  • Publisher : Elsevier
  • Release Date : 2010-03-15
  • Total pages : 262
  • ISBN : 1780634390
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Summary : 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 ...

Assessing Service Quality

Assessing Service Quality
  • Author : Peter Hernon,Ellen Altman,Robert E. Dugan
  • Publisher : American Library Association
  • Release Date : 2015-05-12
  • Total pages : 232
  • ISBN : 1780634390
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Summary : 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 ...

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Greenwood Publishing Group
  • Release Date : 1996
  • Total pages : 187
  • ISBN : 1780634390
GET BOOK

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 ...

One person Puppetry Streamlined and Simplified

One person Puppetry Streamlined and Simplified
  • Author : Yvonne Amar Frey
  • Publisher : American Library Association
  • Release Date : 2005-01-01
  • Total pages : 168
  • ISBN : 1780634390
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Summary : Most guides to puppetry assume elaborate set-ups. With library staffing and budgets stretched thin and other curricular commitments for teachers, few have the time or resources to develop full-blown puppet performances. Frey provides a puppet alternative to enrich story times, book talks and other library events for children of all ...

Building a Successful Customer service Culture

Building a Successful Customer service Culture
  • Author : Maxine Melling,Joyce Little
  • Publisher : Facet Publishing
  • Release Date : 2002
  • Total pages : 212
  • ISBN : 1780634390
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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 ...

Quality and the Academic Library

Quality and the Academic Library
  • Author : Jeremy Atkinson
  • Publisher : Chandos Publishing
  • Release Date : 2016-02-24
  • Total pages : 336
  • ISBN : 1780634390
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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 ...

Digital reference services in academic libraries

Digital reference services in academic libraries
  • Author : Wan Ab Kadir Wan Dollah
  • Publisher : The University of Malaya Press
  • Release Date : 2012
  • Total pages : 156
  • ISBN : 1780634390
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Summary : Digital Reference Services in Academic Libraries presents the background of DRS, evolution of DRS, the concept of DRS, emerging models of DRS, benefits and limitation of DRS, personalized services, trends and challenges, technological developments, evaluation and guidelines, effectiveness and DRS in academic libraries. The case study examined the existing status ...

Assessing Service Quality

Assessing Service Quality
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Amer Library Assn
  • Release Date : 1998
  • Total pages : 243
  • ISBN : 1780634390
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Summary : Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries. The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the ...

Creating the Customer driven Academic Library

Creating the Customer driven Academic Library
  • Author : Jeannette A. Woodward
  • Publisher : American Library Association
  • Release Date : 2009
  • Total pages : 194
  • ISBN : 1780634390
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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....

Stellar Customer Service Training Library Staff to Exceed Expectations

Stellar Customer Service  Training Library Staff to Exceed Expectations
  • Author : Mou Chakraborty
  • Publisher : ABC-CLIO
  • Release Date : 2016-08-29
  • Total pages : 213
  • ISBN : 1780634390
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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 • ...

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries
  • Author : Elizabeth Connor
  • Publisher : Routledge
  • Release Date : 2013-01-11
  • Total pages : 222
  • ISBN : 1780634390
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Summary : 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 ...

Marketing Today s Academic Library

Marketing Today s Academic Library
  • Author : Brian Scott Mathews
  • Publisher : American Library Association
  • Release Date : 2009
  • Total pages : 171
  • ISBN : 1780634390
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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....

Delivering Satisfaction and Service Quality

Delivering Satisfaction and Service Quality
  • Author : Peter Hernon,John R. Whitman
  • Publisher : American Library Association
  • Release Date : 2001
  • Total pages : 181
  • ISBN : 1780634390
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Summary : 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....