Customer Service in Academic Libraries

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  • Publisher : Elsevier
  • Release : 06 October 2015
  • ISBN : 9781780634395
  • Page : 152 pages
  • Rating : 4.5/5 from 103 voters

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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

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Customer Service in Academic Libraries

Customer Service in Academic Libraries
  • Author : Stephen Mossop
  • Publisher : Elsevier
  • Release Date : 2015-10-06
  • ISBN : 9781780634395
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 Date : 2013-02-13
  • ISBN : 9780810887497
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.

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Greenwood Publishing Group
  • Release Date : 1996
  • ISBN : 1567502091
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),

Cases on Research Support Services in Academic Libraries

Cases on Research Support Services in Academic Libraries
  • Author : Fernández-Marcial, Viviana,González-Solar, Llarina
  • Publisher : IGI Global
  • Release Date : 2020-08-28
  • ISBN : 9781799845478
GET THIS BOOKCases on Research Support Services in Academic Libraries

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,

Collaboration and the Academic Library

Collaboration and the Academic Library
  • Author : Jeremy Atkinson
  • Publisher : Chandos Publishing
  • Release Date : 2018-02-01
  • ISBN : 9780081022887
GET THIS BOOKCollaboration and the Academic Library

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

Elevating Customer Service in Higher Education

Elevating Customer Service in Higher Education
  • Author : Heath Boice-Pardee,Dr. Emily Richardson,Eileen Soisson
  • Publisher : Unknown
  • Release Date : 2018-06-04
  • ISBN : 1948658038
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,

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries
  • Author : Elizabeth Connor
  • Publisher : Routledge
  • Release Date : 2013-01-11
  • ISBN : 9781136802485
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

The Value of Academic Libraries

The Value of Academic Libraries
  • Author : Megan Oakleaf
  • Publisher : Assoc of Cllge & Rsrch Libr
  • Release Date : 2010
  • ISBN : 9780838985687
GET THIS BOOKThe Value of Academic Libraries

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 Academic Library and Its Users

The Academic Library and Its Users
  • Author : Peter Jordan
  • Publisher : Routledge
  • Release Date : 2017-03-02
  • ISBN : 9781351895279
GET THIS BOOKThe Academic Library and Its Users

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

Interdisciplinarity and Academic Libraries

Interdisciplinarity and Academic Libraries
  • Author : Daniel C. Mack,Craig Gibson
  • Publisher : Association of College & Research Libraries
  • Release Date : 2012
  • ISBN : 0838986153
GET THIS BOOKInterdisciplinarity and Academic Libraries

This volume addresses an emerging yet largely unexamined strategic priority for academic and research libraries: interdisciplinarity in the academy. As colleges and universities chart new areas for knowledge creation, teaching, learning, outreach and service, libraries face challenges in developing their response to these transformational changes in higher education. The global networked society, the convergence of multiple areas of study, and the need to address major challenges that transcend any particular discipline are framing issues for twenty-first century institutions of higher

Outreach Services in Academic and Special Libraries

Outreach Services in Academic and Special Libraries
  • Author : Linda S Katz
  • Publisher : Routledge
  • Release Date : 2013-01-11
  • ISBN : 9781135796235
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

Envisioning Future Academic Library Services

Envisioning Future Academic Library Services
  • Author : Sue McKnight
  • Publisher : Facet Publishing
  • Release Date : 2010
  • ISBN : 9781856046916
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.

Practical Marketing for the Academic Library

Practical Marketing for the Academic Library
  • Author : Stephanie Espinoza Villamor,Kimberly Shotick
  • Publisher : Unknown
  • Release Date : 2022
  • ISBN : 1440872228
GET THIS BOOKPractical Marketing for the Academic Library

This down-to-earth book offers practical marketing solutions for reaching students, faculty, and administration in community college and university libraries, based on real-world examples of team-based communication and practice. In an age in which federal funding for libraries is being cut, libraries of every size and type must prove their value. Practical Marketing for the Academic Library offers academic librarians approachable methods for marketing to students, faculty, and administration, and it also inspires them to attempt new structures for marketing initiatives,

Building a Successful Customer-service Culture

Building a Successful Customer-service Culture
  • Author : Maxine Melling,Joyce Little
  • Publisher : Facet Publishing
  • Release Date : 2002
  • ISBN : 9781856044493
GET THIS BOOKBuilding a Successful Customer-service Culture

As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form

Navigating and Managing an Academic Library

Navigating and Managing an Academic Library
  • Author : Judith Mavodza
  • Publisher : Walter de Gruyter GmbH & Co KG
  • Release Date : 2022-03-07
  • ISBN : 9783110740219
GET THIS BOOKNavigating and Managing an Academic Library

This book is unique in concisely addressing the impact of new and enhanced approaches to library service, encompassing topics such as Information Literacy skills acquisition, inclusive of non-Western environments, artificial intelligence in academic libraries, research data management, and confronting the concept of VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) as mentioned by the Research Planning and Review Committee of ACRL (2020).