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Service Leadership
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features: Sh...
Leading Libraries: How to Create a Service Culture
Quality leadership is integral to the very future of our profession. And it doesn't only come from the top down. Effective leadership is customer-focused and collaborative, fostering a service culture that invites the involvement of individuals in every part and at every level of the organization, as the authors persuasively demonstrate in this practical new book. Drawing from case studies as well as the literature of business and social sciences, the authors provide guidance on how to apply the values of service leadership to both public and academic libraries. Through the use of examples, exercises, and tools for development, this book walks readers through the steps needed to create a sus...
Eleuthera
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Iceland Review
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Sociology of Waiting
In Sociology of Waiting, Paul Christopher Price investigates how people wait and analyzes what individuals do while waiting. It is a key feature within U.S. and other societies; waiting is universal. Sociologically, waiting gets at order and our ability or inability to pause. Crowds cannot rush into concert venues and supermarket clerks cannot check-out customers simultaneously. So, we must wait! In all our waiting, we've developed strategies and structures for “delays,” and such methods and structures provide order as well as understanding: we recognize why we wait. The sociology of waiting is a classic piece of everyday sociology, a timeless piece of routine behavior. Waiting is as nat...
Information Overload
This book covers the ever-increasing problem of information overload from both the professional and academic perspectives. Focusing on the needs of practicing engineers and professional communicators, it addresses the causes and costs of information overload, along with strategies and techniques for reducing and minimizing its negative effects. The theoretical framework of information overload and ideas for future research are also presented. The book brings together an international group of authors, providing a truly global point of view on this important, rarely covered topic.
Making a Difference
Leadership is separate from, but integral to, management; and library directors today and for the foreseeable future can be expected to play an institutional role as they lead the library to contribute towards the mission of their college and university. Similarly, new courses in library leadership now accompany more traditional ones on managing organizations and information resources. However, much of the literature on LIS leadership represents a distilled application of principles and practices borrowed from other disciplines, with few reports of research from the library field. Conceived as a companion to The Next Library Leadership (Libraries Unlimited, 2003), Making a Difference includes not only a discussion of effective attributes, but of issues central to the development of leadership qualities, strategies, and dispositions. Essential reading for anyone interested in advancing the quality of leadership within LIS, particularly academic librarians in or aspiring to positions of managerial leadership.
Gambling Debt
A look at Iceland’s 2008 meltdown from multiple perspectives: “The story is at once shocking and hilarious . . . But also a testament to human resilience.” —Keith Hart, London School of Economics Iceland’s 2008 financial collapse was the first case in a series of meltdowns, a warning of danger in the global order. This full-scale anthropology of financialization and the economic crisis broadly discusses this momentous bubble and burst and places it in theoretical, anthropological, and global historical context through descriptions of the complex developments leading to it and the larger social and cultural implications and consequences. Chapters from anthropologists, sociologists, ...
Conference Record
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Connecting People with Technology
This book explores five important areas where technology affects society, and suggests ways in which human communication can facilitate the use of that technology.Usability has become a foundational discipline in technical and professional communication that grows out of our rhetorical roots, which emphasize purpose and audience. As our appreciation of audience has grown beyond engineers and scientists to lay users of technology, our appreciation of the diversity of those audiences in terms of age, geography, and other factors has similarly expanded.We are also coming to grips with what Thomas Friedman calls the 'flat world,' a paradigm that influences how we communicate with members of othe...
