Advances in Librarianship, Vol. 28 by Danuta A. Nitecki PDF

By Danuta A. Nitecki

ISBN-10: 0120246287

ISBN-13: 9780120246281

Significantly acclaimed considering its inception, ''Advances in Librarianship'' is still the basic reference resource for advancements within the box of libraries and library technological know-how. Articles released within the serial have gained nationwide prizes, resembling the Blackwell North the United States Scholarship Award for the phenomenal 1994 monograph, article, or unique paper within the box of acquisitions, assortment, improvement, and similar parts of source improvement. All components of public, university, college, fundamental and secondary faculties, and specified libraries are given up to date, serious research through specialists engaged within the perform of librarianship, in educating, and in examine.

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Businesses produce goods or services that are sold for profit. Libraries are different in that their main product, information, is not “used up” when “consumed” and does not usually generate a cash flow. They are “public good” organisations. The value or return on investment delivered by libraries is of a social, educational, or cultural value and this is difficult to measure. The difficulty of applying accounting standards designed for commercial enterprises is discussed in Carnegie and West (2003).

39). 30 F. McGregor Client service attributes became key criteria in position descriptions at UWL, were included in advertisements and interviews and were reiterated during the induction process. From the outset, potential employees were made aware of the importance of the Library’s vision for quality, service and excellence. Equally important was the development of the desired attributes in all existing staff, not just new staff or those involved in frontline services. , 1997, p. 111). In hiring and training all staff, regardless of whether their primary location would be technical services or frontline services, customer service skills were deemed to be essential criteria for selection.

The Client Service Committee led the achievement of a number of objectives including the development of service standards and the introduction of a feedback form to capture compliments, comments and complaints (CCCs). This formed the foundation for a systematic approach to client feedback. Now available online and supported by a database, the “CCCs” have provided a wealth of useful data over time and generated many improvements to all aspects of services. Excellent Libraries: A Quality Assurance Perspective 31 Recognition and reward strategies were also addressed early in the journey and the Client Service Committee drafted the criteria for a client service award that has been awarded bi-annually since 1995.

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Advances in Librarianship, Vol. 28 by Danuta A. Nitecki


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