Customer Service in Academic Libraries

Customer Service in Academic Libraries
Author: Stephen Mossop
Publsiher: Elsevier
Total Pages: 152
Release: 2015-10-06
ISBN 10: 1780634390
ISBN 13: 9781780634395
Language: EN, FR, DE, ES & NL

Customer Service in Academic Libraries Book Review:

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 Libraries

Customer Service in Libraries
Author: Charles Harmon,Michael Messina
Publsiher: Scarecrow Press
Total Pages: 118
Release: 2013-02-13
ISBN 10: 0810887495
ISBN 13: 9780810887497
Language: EN, FR, DE, ES & NL

Customer Service in Libraries Book Review:

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.

Stellar Customer Service Training Library Staff to Exceed Expectations

Stellar Customer Service  Training Library Staff to Exceed Expectations
Author: Mou Chakraborty
Publsiher: ABC-CLIO
Total Pages: 213
Release: 2016-08-29
ISBN 10: 1440840776
ISBN 13: 9781440840777
Language: EN, FR, DE, ES & NL

Stellar Customer Service Training Library Staff to Exceed Expectations Book Review:

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

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries
Author: Elizabeth Connor
Publsiher: Routledge
Total Pages: 222
Release: 2013-01-11
ISBN 10: 1136802487
ISBN 13: 9781136802485
Language: EN, FR, DE, ES & NL

An Introduction to Reference Services in Academic Libraries Book Review:

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 around the United States offer unique perspectives and solid information in an active learning format that requires students to think and learn. The book provides a stimulating starting point for those learning about planning, managing, and evaluating reference services. An Introduction to Reference Services in Academic Libraries is a valuable teaching resource that helps college teachers to move beyond traditional passive learning to more effective active learning. Each chapter’s interest-sparking activities and questions challenge students to dynamically search out solutions to specific problems. The text takes a broad, informative—and at times amusing—look at the foundations of reference services, using the uniquely creative activities and questions to make difficult topics such as virtual reference services, relational reference, academic portfolios, and reference cost calculators easy to learn. The book is thoroughly referenced, and many chapters include charts and special activities to help spark student engagement in the learning process. Over thirty tables and figures make complex information easy to access and understand. An Introduction to Reference Services in Academic Libraries includes discussions on: virtual information literacy tutorials the minimal and maximal models of reference functions—and the smooth transition to the triage model marketing strategies to attract male faculty the reference desk as impediment to accessibility relational reference virtual reference—including instant messaging and software issues guidance, assistance, and instruction of students reference assistance, outreach, and instructions maintaining high quality service—while maximizing the time of reference librarians collection development policies evaluating reference costs diversity librarians ranking on level with faculty positions the importance—and development—of teaching portfolios unusual library patrons and more! An Introduction to Reference Services in Academic Libraries is a stimulating teaching resource that is perfect for library school students, entry-level academic librarians, library support staff, mid-career librarians new to academic libraries, and library school faculty.

Service Quality in Academic Libraries

Service Quality in Academic Libraries
Author: Peter Hernon,Ellen Altman
Publsiher: Greenwood Publishing Group
Total Pages: 187
Release: 1996
ISBN 10: 1567502105
ISBN 13: 9781567502107
Language: EN, FR, DE, ES & NL

Service Quality in Academic Libraries Book Review:

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.

Libraries for Users

Libraries for Users
Author: Luisa Alvite,Leticia Barrionuevo
Publsiher: Elsevier
Total Pages: 218
Release: 2010-12-10
ISBN 10: 1780630514
ISBN 13: 9781780630519
Language: EN, FR, DE, ES & NL

Libraries for Users Book Review:

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

The Academic Library and Its Users

The Academic Library and Its Users
Author: Peter Jordan
Publsiher: Routledge
Total Pages: 168
Release: 2017-03-02
ISBN 10: 1351895273
ISBN 13: 9781351895279
Language: EN, FR, DE, ES & NL

The Academic Library and Its Users Book Review:

The many recent changes in higher and further education mean that it is more important than ever to analyse the needs of academic library users, and both promote and provide the service they require. This constructive book, pervaded throughout by the impact of IT on the learning environment, surveys the influences on today's academic library, and explains how to increase user satisfaction through quality management. The author focuses particularly on users' behaviour in the library, the problems they cause or encounter, and how libraries cope. The book examines the varying needs of undergraduate and graduate, mature and part-time students, overseas students, franchised students, distance learners and other groups with special needs, explaining ways in which these needs can be identified and the service evaluated. One chapter is devoted to research and researchers' information demands. The particular requirements of subject communities and their consequences for academic libraries are also investigated, as well as the requirements of teaching staff and ways in which the library can work with them. The author emphasizes the importance of user education programmes and explains how to promote the library effectively with limited resources. For librarians, heads of services and senior library managers in further and higher education, and those, such as subject librarians, responsible for specific student groups, this book provides a comprehensive and realistic guide to providing and promoting a quality service. Students of librarianship and information management will gain valuable insight from this book into user analysis and improving the performance of information provision.

Creating the Customer Driven Academic Library

Creating the Customer Driven Academic Library
Author: Jeannette Woodward
Publsiher: American Library Association
Total Pages: 208
Release: 2009-01-01
ISBN 10: 0838990452
ISBN 13: 9780838990452
Language: EN, FR, DE, ES & NL

Creating the Customer Driven Academic Library Book Review:

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.

Cases on Research Support Services in Academic Libraries

Cases on Research Support Services in Academic Libraries
Author: Fernández-Marcial, Viviana,González-Solar, Llarina
Publsiher: IGI Global
Total Pages: 344
Release: 2020-08-28
ISBN 10: 1799845478
ISBN 13: 9781799845478
Language: EN, FR, DE, ES & NL

Cases on Research Support Services in Academic Libraries Book Review:

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.

Service Quality in Academic Libraries

Service Quality in Academic Libraries
Author: Peter Hernon,Ellen Altman
Publsiher: Greenwood Publishing Group
Total Pages: 187
Release: 1996
ISBN 10: 9781567502091
ISBN 13: 1567502091
Language: EN, FR, DE, ES & NL

Service Quality in Academic Libraries Book Review:

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.

The Value of Academic Libraries

The Value of Academic Libraries
Author: Megan Oakleaf
Publsiher: Assoc of Cllge & Rsrch Libr
Total Pages: 184
Release: 2010
ISBN 10: 0838985688
ISBN 13: 9780838985687
Language: EN, FR, DE, ES & NL

The Value of Academic Libraries Book Review:

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.

The Internationalization of the Academic Library

The Internationalization of the Academic Library
Author: Emmett Lombard
Publsiher: Routledge
Total Pages: 242
Release: 2021-11-29
ISBN 10: 1000476073
ISBN 13: 9781000476071
Language: EN, FR, DE, ES & NL

The Internationalization of the Academic Library Book Review:

The Internationalization of the Academic Library presents a theoretically informed, empirically grounded analysis of the process of academic library internationalization. Drawing on interviews with library personnel from around the world, Lombard analyzes internationalization at the departmental level of an academic library. Demonstrating that college and library personnel have positive intentions when it comes to internationalization, the research presented nevertheless reveals that there was little commitment to an intentional, holistic role in the libraries studied. Drawing on internationalization expertise and models of prominent scholars, the book argues that libraries need to be more deliberate in their internationalization efforts and collaborate with other college personnel and departments outside the library. Lombard asserts that internationalization can facilitate a better understanding of the potential for transformation of the library’s mission, vision, and policy. This book cuts across the fields of library science and higher education administration, ensuring that the book will appeal to researchers and students working in these disciplines. Library professionals around the world will also find much to interest them within the book.

The Human Side of Reference and Information Services in Academic Libraries

The Human Side of Reference and Information Services in Academic Libraries
Author: Lesley Farmer
Publsiher: Elsevier
Total Pages: 160
Release: 2007-01-31
ISBN 10: 1780631006
ISBN 13: 9781780631004
Language: EN, FR, DE, ES & NL

The Human Side of Reference and Information Services in Academic Libraries Book Review:

This book examines the questions: how academic libraries provide value-added reference and information services in the digital age. It provides best practices from a global perspective. The book starts by looking at the information needs and info-seeking behaviours of university students and faculty. Then it examines the use cycle: consumer, instruction, and producer. It examines the resource cycle: collection development, instructor, maintenance. What are the essential elements of reference: orientation, instruction, collaborative planning, products? Focuses on information needs and information-seeking behaviours of academic library stakeholders (faculty, students, community) Focuses on technologies: impact on reference and information services (selection, access, interaction, instruction, administration), focusing on the human issues Emphasizes collaborative aspects of reference/info services (with faculty for program/course instruction, with computer services for digital integration, with other libraries for resource

Diversity Now

Diversity Now
Author: Teresa Neely,Kuang-Hwei Lee-Smeltzer
Publsiher: Routledge
Total Pages: 328
Release: 2013-04-15
ISBN 10: 1135791473
ISBN 13: 9781135791476
Language: EN, FR, DE, ES & NL

Diversity Now Book Review:

A comprehensive perspective on multiculturalism in libraries! Diversity Now: People, Collections, and Services in Academic Libraries delivers a comprehensive look at diversity issues for librarians. It examines partnerships between academic research libraries and campus agencies and provides effective retention strategies for diverse employees. It also shows how librarians can lobby for domestic partner benefits for university employees who are unmarried same- and opposite-sex couples. Diversity Now: People, Collections, and Services in Academic Libraries provides a unique research perspective on assessment and diversity integration in the academic libraries and highlights effective working strategies for a multicultural library environment, examining: partnerships between academic research libraries and campus agencies which work directly with students assessment and diversity integration in the academic library workplace and six critical challenges for working well in a multicultural environment communication and teaching incorporating service learning experiences in the library and information science curriculum model retention programs for junior faculty of color

Outreach Services in Academic and Special Libraries

Outreach Services in Academic and Special Libraries
Author: Linda S Katz
Publsiher: Routledge
Total Pages: 250
Release: 2013-01-11
ISBN 10: 1135796238
ISBN 13: 9781135796235
Language: EN, FR, DE, ES & NL

Outreach Services in Academic and Special Libraries Book Review:

Discover innovative outreach services you can implement for your library! Outreach Services in Academic and Special Libraries examines the creation and delivery of outreach programs designed to promote awareness of the library by meeting the information needs of underserved or uninformed patrons. This book contains the experiences of academic and special librarians who describe a wide array of successful outreach programs that are in place throughout the country. This valuable tool introduces professional librarians and library science students and faculty to current and highly innovative models of outreach services implemented in a variety of academic and special library settings. This extensive resource shows how to use outreach programs to market new information resources and services to library constituents. Outreach Services in Academic and Special Libraries contains charts, graphs, and pictorials to help walk you through the process of creating an outreach program at your library. This book also presents bibliographies, suggestions on how to improve on existing designs, and the librarians’ “wish lists” of ideas they’d like to try in the future. Outreach Services in Academic and Special Libraries presents case studies covering many topics related to outreach services, including: outreach to special groups of remote users multicultural outreach collaborative outreach partnerships with university and college departments and community organizations outreach Web sites targeting special groups marketing library services and resources information literacy as a form of outreach multi-media kiosks and exhibits book talks outreach to new faculty and transfer students and more! Librarians will benefit from the wide range of creative ideas and successful case studies implemented by library colleagues representing institutions from around the country. Outreach Services in Academic and Special Libraries serves as a catalyst for librarians to implement similar outreach programs at their own academic or special library.

Reimagining the Academic Library

Reimagining the Academic Library
Author: David W. Lewis
Publsiher: Rowman & Littlefield
Total Pages: 192
Release: 2016-05-04
ISBN 10: 1442263385
ISBN 13: 9781442263383
Language: EN, FR, DE, ES & NL

Reimagining the Academic Library Book Review:

Academic libraries are in the midst of significant disruption. Academic librarians and university administrators know they need to change, but are not sure how. Bits and pieces of what needs to happen are clear, but the whole picture is hard to grasp. Reimagining the Academic Library paints a simple straightforward picture of the changes affecting academic libraries and what academic librarians need to do to respond to the changes would help to guide future library practice. The aim is to explain where academic libraries need to go and how to get there in a book that can be read in a weekend. David Lewis provides a readable survey of the current state of academic library practice and proposes where academic libraries need to go in the future to provide value to their campuses. His primary focus is on collections as this is the area with the greatest opportunity for change and is the driver of most library cost. Lewis provides an accessible framework for thinking about how library practice needs to adjust in the digital environment. The book will be useful not only to academic librarians, but also for librarians to share with presidents and provosts who a concise source for understanding where and how to focus their expenditures on libraries.

Envisioning Future Academic Library Services

Envisioning Future Academic Library Services
Author: Sue McKnight
Publsiher: Facet Publishing
Total Pages: 247
Release: 2010
ISBN 10: 1856046915
ISBN 13: 9781856046916
Language: EN, FR, DE, ES & NL

Envisioning Future Academic Library Services Book Review:

Edited by a thought leader with an international reputation, it brings together renowned authors from across the globe who are breaking traditional moulds and boundaries in a way that will have a profound impact on the way libraries and library services are conceptualized in the years to come. They represent the key links in the knowledge chain: authors, publishers, academics, community knowledge creators, librarians and institutions; the student perspective is also provided.

Collaboration and the Academic Library

Collaboration and the Academic Library
Author: Jeremy Atkinson
Publsiher: Chandos Publishing
Total Pages: 270
Release: 2018-02-01
ISBN 10: 0081022883
ISBN 13: 9780081022887
Language: EN, FR, DE, ES & NL

Collaboration and the Academic Library Book Review:

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

Creating the Customer driven Academic Library

Creating the Customer driven Academic Library
Author: Jeannette A. Woodward
Publsiher: American Library Association
Total Pages: 194
Release: 2009
ISBN 10: 0838909760
ISBN 13: 9780838909768
Language: EN, FR, DE, ES & NL

Creating the Customer driven Academic Library Book Review:

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.

Academic Library Outreach

Academic Library Outreach
Author: Nancy Courtney
Publsiher: Libraries Unltd Incorporated
Total Pages: 270
Release: 2009
ISBN 10: 1928374650XXX
ISBN 13: UOM:39076002801988
Language: EN, FR, DE, ES & NL

Academic Library Outreach Book Review:

Academic library outreach exists to raise awareness and increase use of library resources and services. So what would it take to extend that reach beyond quad and campus?