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Customer service in academic libraries : tales from the front line /
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...
| Clasificación: | Libro Electrónico |
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| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Amsterdam :
Elsevier,
[2016]
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| Colección: | Chandos information professional series.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Front Cover; Customer Service in Academic Libraries; Copyright Page; Contents; List of Figures; List of Abbreviations; About the Editor; About the Contributors; Acknowledgments; Introduction; 1. "Customer Service"-What's the Big Deal?; What's in a Name?; Thinking Like a Customer; Mapping Your Customer's Experience; Customer Service Standards; Building Customer Relationships; 2. Staffing the Front Line; Recruiting, Developing, and Rewarding Staff; Listen and Learn; 3. Marshalling a Century of Experience: Customizing Services for the Next Generation of Users; An Institution Amidst Rapid Changes.
- Historical and Emerging Roles of the LibrariesHolistic Approach to Building a Service Culture; Knowing the Users and Striving for Continuous Quality Assurance; Nurturing a Customer-Centered Team; Strategic Application of User and Staff Surveys; Next Goal-All-Dimensional Experience; 4. Customer Service in a 24/7 Environment: The Exeter Experience; Background; Why Rove?; Initial Training and Mobilization; Maintaining a Roving Culture; Roving and Communication; Recognition and Feedback; Ongoing Challenges and Developments; 5. Customer Service at Victoria University, St. Albans Campus Library.
- Customer Service: What Does it Mean to Me?The Feel Good Factor Really Does Count; Organizational Structure; VU Focus on Customer Service, Drivers, Etc.; Library Structure; Our Libraries; Footscray Park; St. Albans; Footscray Nicholson; City Flinders; City Queen; Werribee; Sunshine; Library Focus: What Does Customer Service Mean to Us as a Service; St. Albans Campus Focus: What Does Customer Service Mean to Our Staff?; How Do We Recruit for Customer Service?; How Do We Train Staff?; Student Mentors: Rovers, Student Assistants, Research Ambassadors, and Writing Space Mentors.
- How Do We Know When We are Getting it Right?What Have We Learnt So Far?; Future Considerations?; 6. Innovations in User Services at Sabancı University Information Center; About Sabancı University; About the Information Center; Introduction; Rooms Booking System; Nothing endures but change. (Heraclitus, 540 -480 BC) (Fechete 2014); Customer Satisfaction; Improving Ideas Comes with Erasmus; Standards; Problems with the Reservation System; Teamwork; Finally; Conclusion.
- 7. Library Services for Falmouth University and the University of Exeter, Penryn Campus: Listening to Our Customers in a Sha ... Background and Context; Library Structure; Customer Care and Our Customers; Customer Consultation and Feedback; User Feedback in a Shared Services Environment; Student Union-The FXU; Partnerships with Students; Formal Feedback; Informal Feedback; LibQual; UCF LibQual Survey 2013; Undergraduate Summary of Core and Local Questions; Postgraduate Summary of Core and Local Questions; Local Questions; Academic Staff Summary of Core and Local Questions; Local Questions.