Customer Service in Academic Libraries

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

Produk Detail:

  • Author : Stephen Mossop
  • Publisher : Elsevier
  • Pages : 152 pages
  • ISBN : 1780634390
  • Rating : 4/5 from 21 reviews
CLICK HERE TO GET THIS BOOKCustomer Service in Academic Libraries

Customer Service in Academic Libraries

Customer Service in Academic Libraries
  • Author : Stephen Mossop
  • Publisher : Elsevier
  • Release : 06 October 2015
GET THIS BOOKCustomer Service in Academic Libraries

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

Customer Service in Libraries

Customer Service in Libraries
  • Author : Charles Harmon,Michael Messina
  • Publisher : Scarecrow Press
  • Release : 13 February 2013
GET THIS BOOKCustomer Service in Libraries

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.

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries
  • Author : Elizabeth Connor
  • Publisher : Routledge
  • Release : 11 January 2013
GET THIS BOOKAn Introduction to Reference Services in Academic Libraries

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

Meeting the Needs of Student Users in Academic Libraries

Meeting the Needs of Student Users in Academic Libraries
  • Author : Michele Crump,LeiLani Freund
  • Publisher : Elsevier
  • Release : 04 October 2012
GET THIS BOOKMeeting the Needs of Student Users in Academic Libraries

Meeting the Needs of Student Users in Academic Libraries surveys and evaluates the current practice of learning commons and research services within the academic library community in order to determine if these learning spaces are functioning as intended. To evaluate their findings, the authors examine the measurement tools that libraries have used to evaluate usage and satisfaction, including contemporary anthropological studies that provide a more detailed view of the student’s approach to research. The book takes a candid look

Diversity Now

Diversity Now
  • Author : Teresa Neely,Kuang-Hwei Lee-Smeltzer
  • Publisher : Routledge
  • Release : 15 April 2013
GET THIS BOOKDiversity Now

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

Libraries for Users

Libraries for Users
  • Author : Luisa Alvite,Leticia Barrionuevo
  • Publisher : Elsevier
  • Release : 10 December 2010
GET THIS BOOKLibraries for Users

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

Outreach Services in Academic and Special Libraries

Outreach Services in Academic and Special Libraries
  • Author : Paul Kelsey,Sigrid Kelsey
  • Publisher : Routledge
  • Release : 26 May 2022
GET THIS BOOKOutreach Services in Academic and Special Libraries

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

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Greenwood Publishing Group
  • Release : 26 May 1996
GET THIS BOOKService Quality in Academic Libraries

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),

Creating the Customer-driven Academic Library

Creating the Customer-driven Academic Library
  • Author : Jeannette A. Woodward
  • Publisher : American Library Association
  • Release : 26 May 2022
GET THIS BOOKCreating the Customer-driven Academic Library

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.

Workplace Culture in Academic Libraries

Workplace Culture in Academic Libraries
  • Author : Kelly Blessinger,Paul Hrycaj
  • Publisher : Elsevier
  • Release : 11 February 2013
GET THIS BOOKWorkplace Culture in Academic Libraries

Workplace culture refers to conditions that collectively influence the work atmosphere. These can include policies, norms, and unwritten standards for behavior. This book focuses on various aspects of workplace culture in academic libraries from the practitioners’ viewpoint, as opposed to that of the theoretician. The book asks the following questions: What conditions contribute to an excellent academic library work environment? What helps to make a particular academic library a great place to work? Articles focus on actual programs while placing

Marketing Today's Academic Library

Marketing Today's Academic Library
  • Author : Brian Scott Mathews
  • Publisher : American Library Association
  • Release : 26 May 2022
GET THIS BOOKMarketing Today's Academic Library

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.

Development of Creative Spaces in Academic Libraries

Development of Creative Spaces in Academic Libraries
  • Author : Katy Kavanagh Webb
  • Publisher : Chandos Publishing
  • Release : 16 February 2018
GET THIS BOOKDevelopment of Creative Spaces in Academic Libraries

Development of Creative Spaces in Academic Libraries: A Decision Maker's Guide includes innovative ways libraries are engaging students, including the practice of setting aside high-tech spaces for creativity. Five models of library creative spaces are explored in this book, including digital media labs, digital humanities labs, makerspaces, data visualization labs and knowledge markets. The book explores creative spaces currently offered in libraries, with a focus on academic libraries. It gives real-world advice for the process of crafting a new space

Envisioning Future Academic Library Services

Envisioning Future Academic Library Services
  • Author : Sue McKnight
  • Publisher : Facet Publishing
  • Release : 26 May 2022
GET THIS BOOKEnvisioning Future Academic Library Services

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.

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Greenwood Publishing Group
  • Release : 26 May 1996
GET THIS BOOKService Quality in Academic Libraries

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),

Elevating Customer Service in Higher Education

Elevating Customer Service in Higher Education
  • Author : Heath Boice-Pardee,Dr. Emily Richardson,Eileen Soisson
  • Publisher : Unknown Publisher
  • Release : 04 June 2018
GET THIS BOOKElevating Customer Service in Higher Education

Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail,