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Delivering Satisfaction and Service Quality
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.
Getting Started with Evaluation
Everyone agrees that evaluation of library services is essential, but without a background in research it can be a challenge to apply abstract concepts such as strategic planning, evidence-based decision making, and accountability to real-world situations. Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. Firmly rooted in practical application, this book Presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure Examines qualitative versus quantitative measures Shows how to decide which metrics are relevant to one’s own ins...
Managing Facilities for Results
Carving out new service areas within existing space, forgoing massive additions or expensive new buildings, offers a cost-effective solution for budget-conscious libraries. Building from the proven Results Series model, this volume dovetails with the basics outlined in The New Planning for Results: A Streamlined Approach. This new hands-on workbook in the Results Series guides library directors, staff, and boards through the process to Prioritize new services that need space Make plans and identify an appropriate location Present the case to funding authorities Conduct a "gap analysis" Find resources to reallocate and see what new items are needed Identify building professionals to assist wi...
Developing an Outstanding Core Collection
Carol Alabaster focuses on developing a collection with high-quality materials while saving time and money.
Reference and Information Services
Search skills of today bear little resemblance to searches through print publications. Reference service has become much more complex than in the past, and is in a constant state of flux. Learning the skill sets of a worthy reference librarian can be challenging, unending, rewarding, and-- yes, fun.
Action Plan for Outcomes Assessment in Your Library
This book examines the process of assessing if and how well students and library users are learning from the resources the library provides. The book provides data collection tools for measuring both learning and research outcomes that link outcomes to user satisfaction and includes detailed examples from actual outcomes assessment programs.
Strategic Marketing in Library and Information Science
Combine marketing and strategic planning techniques to make your library more successful! With cutting-edge research studies as well as theoretical chapters that have not been seen before in the marketing literature for LIS, this book examines the current and quite limited state of marketing by LIS practitioners and institutions. It provides you with examples of how marketing can be made more widely applicable within LIS and illustrates some of the usefulness of marketing in special LIS settings and contexts. The book explains how and why managers should combine marketing strategy with strategic planning and demonstrates the means by which LIS could move toward a more full-fledged use of mar...
Technology for Results
Answering two key questions can enhance the effectiveness of current library technologies and ensure that new investments support the library's mission. First, what technologies provide the most effective support for the library's service priorities? Second, what technologies allow administrative functions to be managed more efficiently?
